...., 2010). © Emerald Group Publishing Limited 2013 Attachment Customer Service firm Conceptualization Drivers Customers Customer service management Copious yet consonant definitions have been proposed for brand attachment. In an early paper which may have been the first...

... to and complements the overall field of study by identifying similarities and the applicability of the justice concept across service industries. South Africa Health care Tourism Justice Service Experience Customer service management Airlines Hospitals Not only the dimensions of justice does vary...

... activated through institutional partnerships with local entities involved in active employment policies (e.g. Employment Centres of the Province of Pesaro and Urbino). Universities Italy Placement Customer service management Job placement Value Quality Service In the field of service...

... in a dynamic sense, can provide valuable information in strategic planning purposes. © Emerald Group Publishing Limited 2013 Human resource management Customer service management Recruitment Competences Skills Human resource planning Strategic planning System dynamics Scenario planning...

... Servicing Customer service management Firm‐customer interaction Roles Service provision Value co‐creation Service‐dominant logic has received much attention in recent years along with value co‐creation and service co‐production have received much attention in the context of the service‐dominant...

...‐point semantic differential scale with anchors: 1 – to a very little degree, 7 – to a very large degree. Finally, participants provided answers on age, gender and postal codes of their home addresses, and were thanked and dismissed. Customer service management Service marketing Emotions...

... Service encounter Service quality Teleology Complexity sciences Customer services quality Customer service management Different approaches have been reviewed and examined in services literature (Gummesson et al., 2010 ; Hultman and Ek, 2011 ; Ladhari, 2009). Service providers...

... customers interact throughout the process of their service experience”. Experience room Servicescape Customer service experience Customer logic Dynamic Restaurant Customer service management Customer services quality Service firms and their customers co‐create value and experiences...

... the service positively. Katarina Hellén can be contacted at: katarina.hellen@uwasa.fi © Emerald Group Publishing Limited 2011 Consumer behavior Customer service management Individual perception Negative services Happiness Mood Service quality Trust Service outcome Many...

... Israel Customer service management Employees behavior Aggression Emotional dissonance Job autonomy Job‐induced tension Emotional exhaustion Central to the theories of emotional labor is the notion that organizations develop emotional display rules that, implicitly or explicitly, specify what...

... quality Airlines Customer service management Previous research has approached service encounters and service quality as two distinct constructs, despite that they are connected through the delivery process (Le Bel, 2005 ; Svensson, 2006a, b). The distinction has provided academia and industry...

... the customer's point of view. Parry (2004) and Marr and Parry (2004) report that in their study of Fujitsi call centers, “40‐90 % of incoming service requests were entirely preventable,” (no value created). © Emerald Group Publishing Limited 2010 Call centres Customer service management...

... and transactions”. Further, service no longer represents a part of an asset or the intangible side of goods; it “is the service to be really exchanged” (Vargo and Lusch, 2008). Systems theory Networking Customer service management Service science, management and engineering (SSME), in short service...

... of supplier‐generated value (goods), and transactions. It points towards often intangible, dynamic resources, inputs for co‐created value, and relational, economic and social processes. S‐D logic represents an evolution, rather than a revolution. Customer service management Complexity theory Systems...

... ; Gummesson, 2004 ; Love and Mansury, 2007 ; Tether and Tajar, 2008). © Emerald Group Publishing Limited 2010 Customer service management Innovation Transition management Strategic management Being scarcely understood, service innovation represents an interesting area...

.... © Emerald Group Publishing Limited 2010 Research work Networking Strategic evaluation Customer service management Learning methods Finland Both in business and science, the interest in service is growing rapidly. New theories and concepts show that service has a remarkable...

... Channel relationships Value chain Customer service management The development of the service industry is undeniable. For the customer, the increase in per capita income has opened up the possibility of better standards of living and consequently created more needs. These needs have partly been...

...Haithem Zourrig; Jean‐Charles Chebat Purpose The purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for the customer service management. Design/methodology/approach Extant...