... concerns (PCs). Findings Metaphor analysis revealed organizational justice theory ( OJT ) as the overarching theoretical framework. A two-timepoint comparison showed that consumers who once wanted balance in their relationship with firms now want control over their own resource (information...

... and that it is already being used by an increasing number of service organizations. This paper sets out the conceptual relationship between consumer education and service quality prior to developing an information‐education continuum that could help organizations recognize when consumer education might be a useful...

...Susan H.C. Tai; Ricky Y.K. Chan Differences in cultural values may result in perceptual differences and thus necessitate the use of different advertising information content in varying cultures. Intends to test the relationship between cultural values and the information cues employed in service...

...Kaushik Mitra; Michelle C. Reiss; Louis M. Capella Though the marketing literature offers an abundance of research on the topics of perceived risk, information search, and purchase intentions, very few researchers have empirically examined these constructs in the context of services. This research...

... behaviour Information Risk Services marketing Consumer search behavior has emerged as an important field of study, and this is not surprising given that information search is an integral aspect of consumer decision making (Malhotra, 1983; Moore and Lehmann, 1980; Newman, 1977). The importance...

... and consumer complaints. Makes a number of recommendations. © MCB UP Limited 1993 Complaints Customer satisfaction Customer service Information Marketing Myths Organizational structure training JOURNAL OF SERVICES MARKETING Five Common Myths about Consumer Satisfaction Programs Diane...

...K. Michael Haywood Examines the importance of the verbal exchange of positive and negative information about a firm′s products and services. Presents suggestions for learning what is being said and how to gain systematic control over the word of mouth process. Suggests a model of this process...

...Jon B. Freiden; Ronald E. Goldsmith States that marketers require a better understanding of the consumer decision‐making process for selecting services, particularly of the prepurchase information search for professional services which are often selected just after relocation to a new geographical...

...Richard F. Beltramini Highlights the need for professionals who refer customers among themselves to acquire up‐to‐date information on specialists available in the area and their performance. Develops a model to assist with the understanding of this process. Discusses several managerial implications...