...Hillary J.D. Wiener; Karen E. Flaherty; Joshua Wiener Purpose This paper aims to show that whether new customers respond well or poorly to small talk at the beginning of a service encounter depends on their relationship orientation, i.e. how exchange or communally oriented they are. The authors...

...; positive reciprocity adjusts the differences in customer spending when social rewards such as PCOMM are present. Research limitations/implications The asymmetric relationship between BLOY and customer spending is tested only for hedonic service settings. Practical implications Not all loyal...

... to examine foreign market entry mode choice. This study aims to examine how the interaction between knowledge-intensive service (KIS) firm’s network ties, embeddedness and position is related to choice of mode and subsequently the firm’s perceived insidership status within its focal net. Design...

...Christina Sichtmann; Klaus Schoefer; Markus Blut; Charles Jurgen Kemp Purpose This paper aims to provide an empirical investigation into extension category effects on service brand extensions, both to other services (service–service extensions) and to products (service–product extensions...

.... Design/methodology/approach Using customer data from a German mobile network operator (including information on customer characteristics, referral behaviour, and service usage), the authors develop a logit model. Findings Surprisingly, the results indicate that it is the low‐complexity tariff...

...Paulina Papastathopoulou; Spiros P. Gounaris; George J. Avlonitis Purpose The paper aims to offer a preliminary insight into the issue of whether service providers eliminate their offerings in various stages of their life cycle, and if so, whether elimination decision‐making differs depending...

...Udo R. Gottlieb; Mark R. Brown; Judy Drennan Purpose The purpose of this paper is to develop and test an integrative services framework to investigate the role of perceived trade show effectiveness on overall trade show service outcome, conceptualised as the intention to purchase a related product...

... A proposed model is compared with three competing models of the relationships amongst, and impact of, independent variables on brand loyalty. Data from the banking and discount store services in South Korea are used to examine the indirect effects of customer perceptions of advertising spending on brand...

.... Although a cultural model of market orientation encourages product innovation and fosters cooperative relationships with clients, few studies analyse this important relationship from a service perspective. This research seeks to investigate the relevance of market orientation for the firm's client...

... concerning which attributes should be given closer attention to improve customer satisfaction and e‐loyalty. Originality/value The study provides useful, practical information to online retailers by showing how customer‐centered e‐service attributes have an impact on e‐satisfaction, which in turn...

...Aidan Daly; Stephen J. Grove; Michael J. Dorsch; Raymond P. Fisk Purpose The purpose of this paper is to examine the value of improvisation training, as used in schools of acting, in preparing front‐stage service employees perform their roles when interacting with customers as cabin crew in Aer...

...Helge Thorbjørnsen; Per E. Pedersen; Herbjørn Nysveen Purpose This paper aims to investigate the properties and attributes of networked services and to propose a general categorization scheme for such services. Design/methodology/approach Two separate studies were conducted to test...

...David C. Arnott; David Wilson; Patricia M. Doney; James M. Barry; Russell Abratt Purpose The purpose of this paper is to specify and test factors surrounding trusting relationships between buyers and suppliers in a global, business‐to‐business services context. In so doing, the paper aims to help...

...George J. Avlonitis; Kostis A. Indounas Purpose The purpose of this research paper is to investigate the pricing policies that service companies adopt in order to set their prices along with the service, organizational and environmental characteristics that influence these policies. Moreover...

... commitment) both enhance and undermine customer loyalty. Design/methodology/approach A theoretical model was developed to determine the extent to which the components of commitment both served as mediators of and interacted with one another in the relationship between service quality and switching...

...Patrick S. Poon; Michael K. Hui; Kevin Au Based on the proposition that deprivation of control is a key instigator of attribution thoughts, this study explores cross‐national variations in consumers' formation and consequences of attributions on dissatisfying service encounters. We hypothesize...

... and tested in this paper focuses on the antecedents of effective marketing/HR interactions and posits successful marketing strategy implementation as an outcome of these. Results from a study of UK service organisations suggest that implementation effectiveness is affected negatively by conflict...

...Leslie de Chernatony; Susan Segal‐Horn There are few valuable services brands, which may be due to the lack of services branding knowledge and the inappropriate use of product‐based branding advice. To contribute to services branding knowledge the authors undertook a review of the services...

...Graham Hooley; John Fahy; Gordon Greenley; József Beracs; Krzysztof Fonfara; Boris Snoj The Narver and Slater market orientation scale is tested in the context of service firms in the transition economies of central Europe and found to be both valid and reliable. The survey examined levels...

... compete within a turbulent environment where it is vital to satisfy and retain customers in order to survive. Seeks to increase our knowledge of child care services consumption behaviour, and assist the child care marketer to understand their consumers and the difficulties they face as they interact...