... experiences in crowded situations. The purpose of this paper is to investigate how information, a managerially actionable variable, influences social interactions (in the form of customer social withdrawal and citizenship behavior) and service experience. Design/methodology/approach Two experimental...

...William J. Glynn; Sean de Búrca; Teresa Brannick; Brian Fynes; Sean Ennis Considers the concept of the “listening” organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices...

...Anna S. Mattila; Jochen Wirtz Previous research provides evidence for a conceptual distinction between self‐assessed and objective knowledge, and relatively little is known about the relationship between knowledge and information search. The current research provides empirical evidence...

...Camal Gallouj The relationship between consultants and their clients is characterized by a considerable asymmetry of information. In this type of relationship, the client is unable accurately to evaluate the quality of the service or advice purchased. The process of purchasing advice (in terms...

... integration followed by researchers of new product development may not be the most useful way of conceptualizing and researching in a services setting. Specifically, the extent to which shared information, decision‐making agreement and decision‐making authority agreement are indicative of integration...

...,of integrating remuneration policy and training and of clearly structuring information systems. Accurate observation is then required of management to ensure no experience is neglected. Self‐knowledge is essential in managers if they are to think clearly about and be aware of relations – the insurance business...