... Licensed re-use rights only Israel Customer relations Arab–Israeli conflict Commonalities Researchers have tended to explore the relational benefits that ensue when service providers share some type of social commonality with their customers. Rosenbaum and Walsh (2012 , p. 242) coined...

..., it provides a new typology of situations in interactive value creation. © Emerald Group Publishing Limited 2011 Customer script Customer process Service blueprint Value co‐creation Co‐production Customer integration Customer relations Marketing The past decade has brought a shift...

... Determinants for service innovations Strategic alignment Customer relations Confronted with more complex customer needs and eroding product margins, capital goods manufacturers have extended their innovation efforts towards services (Jacob and Ulaga, 2008). Service innovations support companies...

... Customer satisfaction Anticipation of future interaction Customer relations As market competition intensifies, service providers are exploring ways to enhance service outcomes and retention through interactions with customers. Particularly in service contexts with a high degree of customer...

... increase) their contributions. © Emerald Group Publishing Limited 2011 Spain Museums Customer relations Benefits Contemporary museums are essentially “non‐profit businesses” because they generate a substantial proportion of their own revenue while continuing to rely heavily...

..., we contribute to research on services management and organizational justice by empirically examining the implications of the TMF that bear on customers as a source of (in)justice toward service employees. Customer relations Employee attitudes Employee behaviour Hospitality services United...

... Services Customers Customer relations Consumer behaviour Logic The mental models guiding not only managers but also researchers in service settings have lately been eagerly discussed in terms of underlying “logics” (Edvardsson et al., 2005 ; Grönroos, 2006 ; Holbrook, 2006...

... of systematic and deliberate use of preferential treatment as a relationship marketing strategy from a non‐beneficiaries perspective. Concepción Varela‐Neira can be contacted at: conchi.varela@usc.es © Emerald Group Publishing Limited 2010 Relationship marketing Customer relations Customer...

... for our purposes. Mark S. Rosenbaum can be contacted at: mrosenbaum@niu.edu © Emerald Group Publishing Limited 2009 SERVQUAL Automotive industry Customer relations Ethnocentrism Vietnam Company X operates an automobile manufacturing facility in Vietnam and assembles four models...

...@ihroos.fi © Emerald Group Publishing Limited 2009 Consumer behaviour Customer relations Telecommunications Customer service management Emotions have been the focus in marketing literature for some time and has mostly been considered connected to customers' perceptions and evaluations...

... in the quality and in the configuration of the products or services offered by the different agents. But this heterogeneity is not clear to the principal because of deficiencies in his/her information. © Emerald Group Publishing Limited 2009 Customer relations Hospitals Health services Customer...

... (Digman, 1990). Personality Nurses Health services Customer service management Customer relations Thailand Popular notions suggest that some people are better at some things than others and they can succeed even in the most difficult situation by virtue of their basic personality (Cran...

... Emerald Group Publishing Limited 2009 Customer service management Customer service quality Customer relations Driven to generate value‐in‐use, many organizations have become multi‐channel service providers by increasing the number of service channels available to their customers...

... contribution by proposing strategies critical for a successful outcome. © Emerald Group Publishing Limited 2008 Customer orientation Customer relations Product development Service levels For companies using adaptive strategies when implementing co‐creation, there is likely to be much to gain...

.... Prices Consumer behaviour Sales prices Profit Customer relations Customer loyalty Recent evidence suggests that both service customers and consumer of goods have schemas for judging price fairness, and that cost estimations, competitors' prices, and companies' marketing strategies have...

... disreputable business ethics; 5. when customers experience a critical incident, e.g. being humiliated; and 6. when customers feel insecure regarding functionality. © Emerald Group Publishing Limited 2008 Consumer behaviour Customer relations Customer satisfaction Telecommunications...

... and flexibility are essential and tied to consumer satisfaction (Bitner et al., 1990 ; Parasuraman et al., 1985). Function evaluation Quality Customer satisfaction Consumers Customer relations Firms can achieve profitability if they are able to build well balanced...

...‐switching perspective would be preferable. We continue by presenting theoretical support for the dynamic view of attribute perceptions. © Emerald Group Publishing Limited 2006 Customer relations Mortgage companies Property management Social dynamics Sweden In the financial sector...

... in Gustafsson et al. (2004) : “A membership related to the specific company including benefits that are mostly apparent in customers' relationships as repayment formed in different ways and initiated by the company”. Trade associations Customer relations Sweden Telecommunications ©...

..., antecedents and consequences, and impact on loyalty and profit (Anderson and Sullivan, 1993 ; Anderson et al., 1994 ; Bates et al., 2003 ; Olsen and Johnson, 2003 ; Reichheld, 1996). Confidence limits Customer satisfaction Trust Customer relations a. Before your...