... in high-involvement professional services. It investigates how the integration of phygital services impacts employees’ experiences across cognitive, conative, affective, social and spiritual dimensions and well-being. Design/methodology/approach A qualitative research design was used, gathering rich...

...Kashef Majid; Michel Laroche Purpose Professional service firms face complex challenges in acquiring new clients, owing to the high degree of trust, customization and client involvement these services require. This study aims to explore how large language models (LLMs), such as ChatGPT, can...

... of products or services for a price. According to Grönroos (2011) , the customer is the value creator – a concept central to value-in-use, in which value is created while the customer is using the product or service. Value co-creation Business-to-business services Professional services Case study...

...Thomas M. Hickman; Michael Stoica Purpose This study aims to advance services marketing research by examining how credence claims, such as sustainability messaging, shape social norms and decision-making behaviors among professional service providers (PSPs). It introduces a typology of PSPs based...

...Augusto Bargoni; Chiara Giachino; Enrico Battisti; Lea Iaia Professional services Influencer marketing Reward-based crowdfunding Donation-based crowdfunding Entrepreneurial finance Influencer Social media The services marketing literature has recognised the growing popularity...

... Adaptation Desire Intention Professional services Surveys Cluster analysis Risk Structural equation modeling Customer engagement The uptake of elective cosmetic procedures each year is staggering (Sood et al., 2017). According to the American Society of Plastic Surgeons (ASPS...

... perceptions Morality Influencer marketing Professional services Experimental design Social media Cosmetic surgery is defined as elective procedures that focus on enhancing appearance through surgical and medical techniques (American Academy of Cosmetic Surgery, 2021). The ability to permanently...

... to appear younger. Rodoula H. Tsiotsou can be contacted at: rtsiotsou@uom.edu.gr 10 11 2021 11 11 2021 11 11 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Professional services Customer engagement Well-being...

...Rawi Roongruangsee; Paul Patterson; Liem Viet Ngo Purpose The inherent characteristics of professional services (i.e. high in credence properties, customized and featuring information asymmetry) often cause difficulties for clients to confidently evaluate technical outcomes before, during or even...

... service professionals can assist consumers with making appropriate service-related decisions and purchases. Self-efficacy Service purchase Medical insurance Decision-making Professional services Structural equation modeling Health services Service delivery The original definition...

... that the demographic cliff is already here. This work synthesizes a disparate set of drivers that are affecting all graduate business educational providers. Professional services Higher education Technology and service The coronavirus pandemic has changed education forever. As academicians...

... encouraging gay men to accept different beauty standards. Research limitations/implications To date, service researchers have mostly overlooked the role of evolution in consumers’ propensity to purchase professional services. This study sets the foundation for researchers to consider both instinctual...

...Kashef A. Majid Cost-effective customer acquisition is particularly challenging given that firms spend considerably more money to acquire a customer than to retain that customer. For example, in a study of professional memberships, Thomas (2001) estimated that a professional services...

... identification on ISC-level outcomes in professional services, this research contributes to literature associated with organizational identity, services marketing and sales management. It also offers guidance to the managers of ISCs by examining the factors that influence ISC-level outcomes. To accomplish...

...Paul Patterson Purpose The purpose of this paper is to reflect on the motivation for the 1999 paper “The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services”. In doing so, it is argued that today, the importance and relevance...

... the serial multiple mediator model proposed by Hayes (2013). Findings Study findings indicate that intimate relationships in the professional services context are characterized by interactive communication and social bonds, and that the variables act as full mediators of the trust–commitment relationship...

...Angus Ho; Piyush Sharma; Peter Hosie Purpose – This paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context of business-to-business (B2B) professional services from both client and service firms’ perspectives, with a modified ZOT framework...

...Gianfranco Walsh; Sharon E Beatty; Betsy Bugg Holloway Purpose – The purpose of this paper is to develop and validate a client-based reputation of business-to-business professional services firms scale (PSF-Rep) which measures clients’ perceptions of the reputation of professional service...

...Paul Sergius Koku Purpose – The study aims to examine consumer attitudes toward offshore-outsourcing of professional services in the USA. It focuses on the services of accountants, attorneys and doctors to provide a framework for discussing policy and marketing implications. Design...

... Professional services Management development An executive summary for managers and executive readers can be found at the end of this article. The intensely debated paradigm shift in marketing – from a transaction to a relationship orientation – is based on arguments about the economics...