... management New service development Service design Behavioural insight Health and well-being Substantial adjustments in consumer behaviour became prominent during the pandemic and can be roughly summarized in four themes. Consumers adhered to COVID-19 safety regulations, adopting behaviours...

... from service employees suggests (Medler-Liraz, 2020). Customer Service Complaints Customer care Dysfunctional customers Customer deviance Behavioural insight This research tests the link between the Dark Triad personality and Jay Customer service behaviors. In addition, it will give...

... Publishing Limited Licensed re-use rights only Service strategy Digital Service design Quantitative research Conjoint analysis Behavioural insight The Software-as-a-Service (SaaS) business model attracts startup firms because of high consumer interest and low entry barriers (Redondo...

... Mobile phone Experimental design Behavioural insight Brand management is one of the main topics of service research (Furrer et al., 2020). Indeed, perceptions of brand personality have crucial importance in the servicescape (Gordon et al., 2016), and new technologies...

... Behavioural insight Demographic trends Aging Like everybody my age, when asked, I will say that I feel 20 years younger than my age (Lindner and Nosek, 2018) (PewResearch, 2009). My consumption is based on how old I feel. What benchmark I am using is never defined. Am I thinking of my father at my age...

... processing Marketing products and services Baby Boomers Conceptual Behavioural insight Gianluigi Guido is the corresponding author and can be contacted at: gianluigi.guido@unisalento.it 30 09 2019 11 04 2020 08 06 2020 09 06 2020 The cognitive age is strictly...

... 17 07 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Retail Atmospherics Experimental design Servicescape Behavioural insight Service environments Biomorphism Attention restoration theory Place identity S-O-R model...