...Timothy Lee Keiningham; Roland T. Rust; Bart Lariviere; Lerzan Aksoy; Luke Williams Managers seeking to manage customer word-of-mouth (WOM) behavior need to understand how different attitudinal drivers (e.g. satisfaction, positive and negative emotion, commitment, and self-brand connection...

... to frontline employees. A causal model was constructed which included organizational commitment (as an intervening variable), frontline employees’ own perceptions of the service quality they deliver, and the service quality their supervisors believe they deliver as endogenous latent variables. The model...

...Donald J. Shemwell; J. Joseph Cronin; William R. Bullard Using primary care physicians, automobile mechanics and hairstylists as the analysed industries, highlights the importance of relationships in the marketing of services. Two key relationship variables, trust and affective commitment...