... a hotel check-in scenario and then completed scales that measured their perceptions and evaluations of the service encounter. Consumer behaviour Corporate social responsibility Status Loyalty program Experimental design Prosociality Loyalty programs are widely used in relationship...

... Consumer behaviour Retailing Empirical support for the existence of socially-derived coping mechanisms is also forwarded by Reynolds and Harris (2008) . Investigating how 64 frontline bar, hotel, and restaurant employees manage interactions with misbehaving patrons, the authors promote three time...

... at the end of this article. Hierarchical analysis Job satisfaction Customer behavioural intentions Consumer behaviour Buying behaviour Greece Given the growing competition in global markets and the pressures from the international economic environment, customer retention becomes an even...

... programme Rewards Perceived value Scale development Self-determination theory Purchase orientations Airlines Consumer behaviour Yet despite their prominence in the marketing mix and in passengers' wallets, the benefits of loyalty cards remain uncertain. Many researchers argue...

... they choose a restaurant. Based on this rationale, the following hypothesis was suggested: © Emerald Group Publishing Limited 2013 Variety seeking Optimal stimulation level Allocentric personality Restaurant choice Consumer behaviour Consumerism An executive summary for managers...

... and service advantage. © Emerald Group Publishing Limited 2012 New service development Customer involvement Customer characteristics Lead users Close customers New service performance Consumer behaviour Customer service management There is limited evidence on the impact of lead user...

... Service providers Recovery Customer complaint Complaint handling Consumer behaviour Critical incident technique South Africa An executive summary for managers and executive readers can be found at the end of this article. It is necessary for service providers to ensure that service...

... Intercultural competence Inter‐role congruence Interaction comfort Adequate and perceived service levels Satisfaction Consumer behaviour Cross cultural management An executive summary for managers and executive readers can be found at the end of this article. Culture influences customers...

... Publishing Limited 2012 Service recovery Culture Asia Satisfaction Justice theory Consumer behaviour Thailand An executive summary for managers and executive readers can be found at the end of this article. The focus of many service organizations today is on continual improvement...

... taxonomy for servicescape interiors, and a holistic perspective on their links with personality impressions. © Emerald Group Publishing Limited 2012 Gestalt Design experts Store interior Personality Wine Consumer behaviour Customer services management An executive summary...

... based only on variables typically known to a bank, such as demographics and recent consumer behavior, and the other based on additional survey data. Findings A non‐linear relationship between customer satisfaction and customer loyalty was found, and a model explaining 56.9 percent of the variation...

... their desired service. © Emerald Group Publishing Limited 2012 Control Fairness Frustration Satisfaction Mediation Repeated measures Customer satisfaction Consumer behaviour An executive summary for managers and executive readers can be found at the end of this article. Social...

... influence a customer's perception of quality by enhancing or attenuating perceived quality when products or services are consumed. © Emerald Group Publishing Limited 2012 Atmospherics Service quality Food quality Behavioral intentions Mediating effect Ethnic restaurants Consumer behaviour...

... identification was positively correlated to reports of willingness to engage in such behavior (Wann et al., 2001). © Emerald Group Publishing Limited 2012 Consumer misbehavior Consumer behaviour Fan identification Mediation Schadenfreude Sponsorship Sports marketing An executive...

... of their individuality, and because the boycott serves as “a vehicle for moral self‐realization.” Consumer boycotts Consumer behaviour Event study Stock market reaction Stock markets Internet Cost effectiveness An executive summary for managers and executive readers can be found at the end...

... and acceptance model (TRAM). These studies aimed to explore possible factors that influence consumer's decision on technological innovation. © Emerald Group Publishing Limited 2012 Service innovation Consumer's adoption Consumer attitude Attitudes Consumer behaviour Taiwan An executive...

... the future research. Other customers Restaurants Service encounter Consumer behaviour Perception Service levels Customer Satisfaction An executive summary for managers and executive readers can be found at the end of this article. A consumer's experience in a service encounter...

... retailing Supermarkets Consumer behaviour An executive summary for managers and executive readers can be found at the end of this article. A possible explanation for this unpleasant situation relates to the problematic implementation of the satisfaction‐trust paradigm. Specifically...

... Switching barriers Retail banking Segmentation Consumer behaviour Age groups United States of America An executive summary for managers and executive readers can be found at the end of this article. It is encouraging to note an increase in research on switching barriers in the services...

... behaviors in the marketplace. © Emerald Group Publishing Limited 2011 Consumer advocacy Service encounter failure Consumer voicing Negative word‐of‐mouth Consumer behaviour Complaints An executive summary for managers and executive readers can be found at the end of this article...