... marketing Regression analysis Service delivery Service contract termination Hauke Wetzel can be contacted at: h.wetzel@unsw.edu.au The framework contains NWOM as the key dependent variable. Defined as the extent to which a customer denigrates the service provider to others (Grégoire...

... Service failure Service excellence service delivery H3. Observers will evaluate a company more favorably when service excellence affects a moral (vs immoral) customer. We examine two alternate mechanisms. First, as we mentioned earlier, we distinguish deservingness from...

... of interactions, an early example being Bitner et al. (1990) to who customer-employee exchanges directly affect service delivery. Extant theory has upheld such claims, and service delivery is commonly described as dynamic, interactive, and influenced by individual behaviours of providers and customers...

... the best service providers occasionally make errors in service delivery (Hess et al., 2003). They are considered a “pushing determinant” that drives customer switching behavior (McCollough et al., 2000 ; Roos, 1999) and rage behavior, which are severe consequences for a firm (McColl...

... Service improvements Service providers Services marketing Service levels Service operations Service delivery Customer services quality Consumer behaviour When service failure occurs, it is advisable that firms put in effort to recover customers, because lost customers typically result...

... to disregard the less useful criticism contained in O'Shaughnessy and O'Shaughnessy's rejoinder, and move on to more serious work. Stephen L. Vargo can be contacted at: svargo@hawaii.edu © Emerald Group Publishing Limited 2011 Service delivery Logic Perspective We have authored...

... of service business strategies. Chun‐Hsien Liu can be contacted at: yangsh@ms16.hinet.net © Emerald Group Publishing Limited 2010 Resource management Customers Service industries Service delivery Integration Corporate strategy To gain competitive advantage in a fast changing...

... considers all service delivery contexts (with or without service failure) in order to provide a richer portrait of service fairness. Also, this study contributes to the services marketing and consumer behavior literature by shedding light on the issue of “fairness” as an axiom for evaluating services...

... presents new, empirically based insights regarding the value and contribution of improvisation training in the services sector. © Emerald Group Publishing Limited 2009 Role play Service delivery Services Training Airlines One of the challenges facing many service organisations...

... Publishing Limited 2009 Customer satisfaction Hospitality services Knowledge management Service delivery Product attributes Norway Because of the assumed importance of atmosphere – and because atmosphere is at least partly created by managers and employees – managers often try...

... of the research indicated that they rejected cross‐buying offers because they fear to be tied up with one single service provider for a long time. Customer loyalty Customer satisfaction Service delivery Buying behaviour In practically every recently announced merger in the financial services...