...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...

... interaction. Additionally, we will examine whether socialization improves customers' immediate, post‐encounter evaluations. Kenneth R. Evans can be contacted at: Kevans@OU.edu © Emerald Group Publishing Limited 2008 Customers Socialization Influence Customer services quality Customer...

...Dirk Morschett Purpose This paper proposes identifying determinants of the choice of an organizational mode for providing after‐sales service in foreign markets. It aims to focus on the decision between contractual/equity cooperation and wholly‐owned foreign entities and the influence of firm...

...Michel Laroche; Mehdi Mourali; Michel Laroche; Frank Pons Purpose Interpersonal influences play a major role in shaping consumer choice decisions. This is particularly evident in the case of services, where intangibility and variability add to the decision difficulty. While all consumers...

...‐specific factor of firm size and the location‐specific factor of market characteristics influence management attitudes toward operating internationally, which in turn influence the degree of internationalization of service firms. Practical implications, drawn from the results, are offered for managers...

...James M. Stearns; Shaheen Borna; Srinivasan Sundaram This research examines the effects of obesity, gender, and specialty on the social influence of physicians. Recent research in other areas of social science indicates that the effects of gender are declining, but the effects of the obesity...

...Marla Royne Stafford Spousal influence in the decision‐making process has been studied by marketing researchers for many years. Although the knowledge base has increased substantially on this topic, the empirical research has generally focussed on goods. As services continue to dominate the gross...