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Journal Articles

Made for each other? Psychological contracts and service brands evaluations

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Russel P.J. Kingshott, Sanjaya Singh Gaur, Piyush Sharma, Sheau Fen Yap, Yekaterina Kucherenko
Journal: Journal of Services Marketing
Journal of Services Marketing (2021) 35 (3): 271–286.
https://doi.org/10.1108/JSM-01-2020-0002
Published: 24 September 2020
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Journal Articles

Customer participation and service outcomes: mediating role of task-related affective well-being

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Aswathy Asokan Ajitha, Piyush Sharma, Russel P.J. Kingshott, Upendra Kumar Maurya, Arshinder Kaur
Journal: Journal of Services Marketing
Journal of Services Marketing (2019) 33 (1): 16–30.
https://doi.org/10.1108/JSM-10-2018-0288
Published: 08 April 2019
View article titled, Customer participation and service outcomes: mediating role of task-related affective well-being
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Journal Articles

Challenges and opportunities for services marketers in a culturally diverse global marketplace

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Piyush Sharma, Jackie Tam, Zhan Wu
Journal: Journal of Services Marketing
Journal of Services Marketing (2018) 32 (5): 521–529.
https://doi.org/10.1108/JSM-05-2018-0150
Published: 13 July 2018
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Journal Articles

Exploring service climate and employee performance in multicultural service settings

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Chaktin Fung, Piyush Sharma, Zhan Wu, Yong Su
Journal: Journal of Services Marketing
Journal of Services Marketing (2017) 31 (7): 784–798.
https://doi.org/10.1108/JSM-08-2016-0316
Published: 12 October 2017
View article titled, Exploring service climate and employee performance in multicultural service settings
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Journal Articles

Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations

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Jackie L.M. Tam, Piyush Sharma, Namwoon Kim
Journal: Journal of Services Marketing
Journal of Services Marketing (2016) 30 (6): 643–658.
https://doi.org/10.1108/JSM-01-2015-0010
Published: 12 September 2016
View article titled, Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations
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Journal Articles

Role of personal cultural orientations in intercultural service encounters

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Piyush Sharma, Zhan Wu, Yong Su
Journal: Journal of Services Marketing
Journal of Services Marketing (2016) 30 (2): 223–237.
https://doi.org/10.1108/JSM-01-2015-0034
Published: 11 April 2016
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Journal Articles

Exploring customers’ zone of tolerance for B2B professional service quality

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Angus Ho, Piyush Sharma, Peter Hosie
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (5): 380–392.
https://doi.org/10.1108/JSM-06-2014-0212
Published: 10 August 2015
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Journal Articles

Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters

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Piyush Sharma, Zhan Wu
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (2): 93–102.
https://doi.org/10.1108/JSM-12-2013-0330
Published: 13 April 2015
View article titled, Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
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Journal Articles

Examining the role of attribution and intercultural competence in intercultural service encounters

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Jackie Tam, Piyush Sharma, Namwoon Kim
Journal: Journal of Services Marketing
Journal of Services Marketing (2014) 28 (2): 159–170.
https://doi.org/10.1108/JSM-12-2012-0266
Published: 06 May 2014
View article titled, Examining the role of attribution and intercultural competence in intercultural service encounters
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Journal Articles

Shopping motivation as a moderator in the retail service evaluation

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Sherriff T.K. Luk, Piyush Sharma, Ivy S.N. Chen
Journal: Journal of Services Marketing
Journal of Services Marketing (2013) 27 (1): 40–48.
https://doi.org/10.1108/08876041311296365
Published: 22 February 2013
View article titled, Shopping motivation as a moderator in the retail service evaluation
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Journal Articles

Intercultural service encounters (ICSE): an extended framework and empirical validation

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Piyush Sharma, Jackie L.M. Tam, Namwoon Kim
Journal: Journal of Services Marketing
Journal of Services Marketing (2012) 26 (7): 521–534.
https://doi.org/10.1108/08876041211266495
Published: 05 October 2012
View article titled, Intercultural service encounters (ICSE): an extended framework and empirical validation
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Journal Articles

Offshore outsourcing of customer services – boon or bane?

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Piyush Sharma
Journal: Journal of Services Marketing
Journal of Services Marketing (2012) 26 (5): 352–364.
https://doi.org/10.1108/08876041211245272
Published: 27 July 2012
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Journal Articles

Gender and age as moderators in the service evaluation process

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Piyush Sharma, Ivy S.N. Chen, Sherriff T.K. Luk
Journal: Journal of Services Marketing
Journal of Services Marketing (2012) 26 (2): 102–114.
https://doi.org/10.1108/08876041211215266
Published: 20 April 2012
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Journal Articles

Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework

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Piyush Sharma, Rajiv Mathur, Abhinav Dhawan
Journal: Journal of Services Marketing
Journal of Services Marketing (2009) 23 (5): 289–300.
https://doi.org/10.1108/08876040910973404
Published: 31 July 2009
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