... sites China Customer loyalty Customer retention Individual behaviour Information systems Information services Social networking services (SNSs) have seen rapid diffusion around the world. A recent survey by comScore found that as of October 2011, the SNS usage rate has reached 82 percent...

... psychology Individual behaviour Emotion‐focused coping strategies Israel The “dark” side of service jobs, namely, interactions with verbally‐abusive customers, has attracted increased interest over the past decade. Studies have demonstrated that some service workers are routinely subjected...

... because consumers have difficulties finding their own way or they might get nervous. How can managers deal with this situation and provide high quality services under conditions of crowding? Marketing Promotional methods Consumer behaviour Individual behaviour © Emerald Group Publishing...

... form an integral part of this process. The implications of this finding are also discussed. © MCB UP Limited 2003 Knowledge transfer Service operations Individual behaviour Many internationally oriented service firms, such as financial service firms, utilities, legal and consulting...

... capacity and willingness of individuals. Technology Service Individual behaviour Customer satisfaction © MCB UP Limited 2002 1. (3) Needs fulfilment: Across a range of industries, computer and telecommunications technology is being increasingly used to enable...