... Emerald Publishing Limited Licensed re-use rights only Complaint management Social risk Social exchange theory Social media virtually present others Consumer behaviour Employee communications Interaction Perception Consumer attitudes Services marketing Marketing research Interface...

... Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Gender Front-line staff Genderqueer Non-binary gender Race and ethnicity Sexual dimorphism Non-binary Retail Services marketing Workforce demographics are rapidly changing in the USA as the millennial...

...., 2015). Building on this rationale, it is posited that consumers’ preferred coping strategy can help predict subsequent service recovery message preference. Services marketing Service recovery Affect After an announcement is made to a large group of passengers that their train has been...

... Licensed re-use rights only China Customer orientation Services marketing Consumer satisfaction Friendliness, helpfulness and respectfulness reflect the social interaction nature of a service encounter from different perspectives, representing the relational tie (emotional orientation...

... Group Publishing Limited Licensed re-use rights only E-commerce Service quality Services marketing This study is grounded in service-dominant logic (SDL), service science and service logic (in advance, service perspectives), which give the consumer a prominent role in the creation...

.... Machiel Reinders can be contacted at: machiel.reinders@wur.nl © Emerald Group Publishing Limited 2015 Public sector Consumer attitudes Public services Services marketing Technology-based self service Mandatory use Customer expertise Airline ticketing, banking, car rental...

... differences. Culture Complaints Services marketing Non-verbal communication Emotional expression Facial display Ratner (2000) has noted further that cultural rules of expression can overrule physical tendencies for expressing emotions. Therefore, because customers from Asian cultures readily...

... Relationship age Continuous commitment Customer satisfaction Word of mouth Services marketing It is commonly believed that, analogous to desirable personal relationships, desirable service provider-customer relationships are marked by customer satisfaction, longevity and commitment to the service...

... Service improvements Service providers Services marketing Service levels Service operations Service delivery Customer services quality Consumer behaviour Hoffman and Kelley (2000) further suggest that in service failure situations where there is a high degree of interaction between...

... not examined these effects, this study makes a valuable contribution to the relationship marketing literature, and to firms practising relationship‐building activities. Services marketing Customer loyalty Customer satisfaction Trust Buyer‐seller relationships Customer relationships...

... they are applied to the complexity of service marketing situations and contexts. Design/methodology/approach A review of the most widely used scales in services measurement, including SERVQUAL and SERVPERF is provided, along with some of the conceptual issues surrounding scale design and use in service...

... and Jevons, 2006). It also drives brand positioning (de Chernatony, 1999), hence is considered the beginning of a brand strategy. Tourism Services marketing Brand image Travel There is a paucity of academic research in this field (Pike, 2005) in an industry with daily revenue of over US$ 2...

..., because network strength can partially compensate for network size in creating service value. © Emerald Group Publishing Limited 2009 Services Mobile communication systems Services marketing Computer networks There is currently a strong interest among both researchers and industry...

... and based on a relatively small sample; however, they provide a useful framework for future research into the process of WOM. Practical implications The importance of WOM in marketing, particularly professional services marketing, is widely accepted; however, little is known about how to enhance its...

.... It also supplies a measure of servicescape that future researchers may find useful. © Emerald Group Publishing Limited 2008 Services marketing Marketing environment Customer loyalty Psychology Restaurants The notion that aspects of servicescapes may have a strong influence on customers...

... be used for services marketing purposes. Design/methodology/approach The paper presents an overview of studies, mainly from the area of retailing, indicating how scents can be used in services, and this is followed by a number of examples of such applications. Findings The paper finds...

... of commitment to maintain the relationship on the part of the organisation positively affects their intention to exit the relationship. © Emerald Group Publishing Limited 2007 Relationship marketing Consumer behaviour Motor car insurance Services marketing In relationship marketing...

..., the services marketing literature on customer satisfaction; and finally, the market orientation literature itself. These perspectives are briefly reviewed. Multi‐source feedback. The theory and practice of multi‐source feedback involves the evaluation of one group of organizational stakeholders...

..., willingness to invest, and expectation of continuity. © MCB UP Limited 2003 Quality Development Relationship marketing Services marketing Service quality As markets mature and competition intensifies, firms are exploring ways to increase customer retention which has been shown...

...Hans Kasper The fields of market orientation and services marketing are still rather new domains of scientific research. It appears that they have quite a few challenging topics in common. This paper combines some of those topics. It focuses on the culture of market‐oriented services organisations...