...Andrea Pérez; Ignacio Rodríguez del Bosque Purpose – The aim of the authors of this paper is to propose a cognitive – affective – conative sequential model to study how three dimensions of corporate social responsibility (CSR) image (society, customers and employees) impact customer affective...

...Chinho Lin; Conghoang Nguyen; Binshan Lin Purpose – This study aims to investigate and explain the influence of cultural differences on foreign customers' perceptions of the local service marketplace through their consumption experience. Design/methodology/approach – Exploratory research...

...Min Gyung Kim; Anna S. Mattila Purpose – Delighting customers by pleasant surprises is a common strategy, yet the potential downside of such a strategy (i.e. raising customer expectations) has received scant attention. The purpose of this study is to examine the role of explanations as a solution...

...Lloyd C. Harris; Kate Daunt Purpose – In this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that managers employ in an attempt to minimize the impact of customer misbehavior...

... and assumes a symmetrical or linear relationship between the positive and negative influencing factors. As a result, it has not recognized the different types of non-adoption. Design/methodology/approach – The determinants of customers' propensity to adopt or not to adopt computer-based technologies...

... for new types of services. Findings The authors find that firms adopt a holistic initiative to address the challenges in new services market creation. In particular, they use three interrelated strategies to create a new market: co‐creating with customers, innovating in different ways and exploiting...

...Hoseong Jeon; Beomjoon Choi Purpose This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition, it seeks to examine the role of moderating variables which have incremental...

...Mark S. Rosenbaum; Drew Martin Purpose The purpose of this research is to investigate customer purchase of a service organization's logo/branded merchandise as a type of customer voluntary performance behavior. Design/methodology/approach The article employs three separate studies; two...

...Richard Lee; Larry Neale Purpose Service research typically relates switching costs to customer loyalty, and portrays them as effective switching deterrents that engender harmful word‐of‐mouth (WOM). Rather than to customer loyalty, this paper aims to relate switching costs to consumer inertia...

...Russell Lacey Purpose The author aims to examine how customer voice contributes to service provider relationships as a relationship driver by assessing its linkages to distinct relationship outcomes. Design/methodology/approach Structural equation modeling is used to test the study's...

...Chen‐ya Wang; Anna S. Mattila Purpose The purpose of this paper is to examine the impact of culture (Western versus East Asian) on customers' perceived informational fairness of several types of failure explanations – excuse, justification, reference, and apology. It also seeks to examine whether...

... of the research on perceived value. Design/methodology/approach The common perceived value definitions, conceptual and measurement approaches and its close relationship with important and highly researched service industry components such as service quality and customer satisfaction are discussed. Findings...

...Karolina Wägar; Lars‐Johan Lindqvist Purpose The purpose of this paper is to ascertain whether older customers prefer older customer‐contact persons and whether younger customers prefer younger customer‐contact persons in a variety of service settings with different search, experience...

... experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant. Originality/value This work shows that the customer's previous experience is important...

...Lloyd Harris; Rebekah Russell‐Bennett; Anthony Patterson; Steve Baron Purpose The purpose of this paper is to explore poor service encounters from the customer's perspective. Design/methodology/approach Multiple autoethnographic accounts of overwhelmingly dreadful customer experiences...

...Lloyd Harris; Rebekah Russel‐Bennett; Ray Fisk; Stephen Grove; Lloyd C. Harris; Dominique A. Keeffe; Kate L. Daunt; Rebekah Russell‐Bennett; Jochen Wirtz Purpose The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research...

... to have introduced the notion of value co‐destruction into the conceptual framework of S‐D logic. © Emerald Group Publishing Limited 2010 Customers Services Social interaction Employees Service delivery Value chain An executive summary for managers and executive readers can be found...

... when related to an individual aspect of services instead of being assigned to services as a single entity. Design/methodology/approach Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis...

...Jingyun Zhang; Sharon E. Beatty; David Mothersbaugh Purpose This paper aims to explore the different forms of other customers' influence in various service settings. Design/methodology/approach The critical incident technique (CIT) method was used to collect and analyze the data. A total...

...Ingrid Y. Lin Purpose This paper aims to investigate the interactive effect of Gestalt versus non‐Gestalt situations, and arousal seeking tendency (AST) on customers' pleasure and arousal with matching color and music to hotel bars and hotel guest rooms; thereby providing...