... and word of mouth following an online delivery service failure incident. Design/methodology/approach The research uses fictitious online service failure scenarios for a cross-sectional structural path analysis, based on a pilot study (n = 176) and two main studies (nStudy1 = 471 and nStudy2...

...-brand congruence and attitude was found in this study. Post hoc analysis revealed that if the services are highly anthropomorphized, it will lead to self-congruence, attitude, emotional regulation and eudaimonic well-being. On the contrary, services with low anthropomorphism do not lead to such outcomes...

...Kostis Indounas; Aggeliki Arvaniti Purpose The purpose of this study is to provide insights into the success factors of new-to-the-firm health services. Design/methodology/approach The study was based on the case study methodology with three leading health organizations. Findings...

... be contacted at: rian@apu.ac.jp © Emerald Group Publishing Limited 2015 Emerald Group Publishing Limited Licensed re-use rights only Word-of-mouth Social influence Services Experimental design Brand evaluation An executive summary for managers and executive readers can be found...

.... Findings Results of the data analysis show that culture factors do have significant effects on price perception. Internal reference price has a consistent and negative effect on the overall price perception of both goods and services purchase and durable and non‐durable goods purchase. However...

...Ben Lowe Chapter 3 introduces the concept of a universal job map, a process for discovering the jobs that customers need to get done. Like Chapter 3, Chapter 4 also provides a process for outlining a job map but for the specific context of a service, though not for a specific service...

...Elaine Wallace; Leslie de Chernatony Purpose This paper aims to explore managers' and employees' views about service brand sabotage at the front line in retail banking. The current literature emphasises the role of the employee in service delivery, and advocates the cultivation of brand...

...Ahmed Taher; Hanan El Basha Purpose The purpose of this paper is to provide a framework to help marketers of services price their products by looking beyond costs and competitive forces. By analysing the value of information; consumers' price sensitivity; and transaction costs other than search...

...George Avlonitis; Kostis Indounas Purpose The purpose of the present study is to explore the pricing methods that service companies adopt in order to set their prices, along with the service, organizational and environmental characteristics that influence these methods. Design/methodology...

...George J. Avlonitis; Kostis A. Indounas The purpose of this research paper is to explore the pricing objectives that service companies pursue to set their prices and to examine the impact of market structure. An extensive review of the literature revealed the complete lack of any previous work...

...Aron O'Cass; Debra Grace The commercial importance of services has been realised in recent times and the importance of research to understand service brands and their meaning for consumers is a growing priority. This study focuses on consumer based perceptions of brand associations of a service...

...Manoj K. Agarwal; Subimal Chatterjee When offering product/service bundles to customers, marketers must decide how best to configure the bundles such that consumers do not find the bundle‐choice particularly difficult. This paper examines perceived decision difficulty in selecting from a menu...