...Salman Yousaf; Keeyeon Ki-Cheon Park; Kyusung Hwang; Jong Min Kim Purpose This study aims to investigate how dark-triad-consistent linguistic markers in online movie reviews relate to credibility signals and perceived helpfulness within a digital customer-to-customer service encounter. Design...

... Licensed re-use rights only Tipping Social norms Reactance Tip prompts Service encounters Service outcomes Choice architecture Consumer autonomy Customer service Experimental design Behavioral insight Tipping is a long-established norm in many cultures (Lynn, 2006) whereby consumers...

...Maria Sarmento Purpose This paper aims to explore how dignity is negotiated in solidarity service encounters, contributing to transformative service research ( TSR ) and services marketing. It examines how recognition and exclusion are co-created through micro-practices between service users...

..., physical and virtual encounters in smart shopping malls. It also examines the mediating role of flow experience on the relationship between each type of encounter and customers’ intention to revisit a smart shopping mall. The study integrates and draws on the service encounter model (Bitner, 1990 ; Bitner...

... Licensed re-use rights only Older consumers Stereotype threat Service failure Service encounters Vulnerable consumers It is expected that between 2017 and 2050, virtually, every country in the world will experience a substantial increase in the size of the population aged 60 years or over...

... level, as well as understanding and enhancing the customer experience and seeing how new data-driven business models can underpin service transformation. Big Data Strategy Customer value Customer service Service encounters Business model Digital Service Customer experience Digital economy...

... Service Empathy Helping behavior Well-being Service encounters Perspective taking Caring Frontline service employees Customer care Dysfunctional customers Emphatic concern Let me hold the door for you. I may have never walked in your shoes, but I can see your soles are worn, your...

...Gerardo Joel Anaya; Li Miao; Anna S. Mattila; Barbara Almanza Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online...

... environments (later “servicescapes”) also became apparent. Customer-to-customer Service co-creation Customer participation Peer-to-peer Service encounters Customer compatibility In all, 11 women were removed from the Napa Valley Wine Train in northern California for disturbing other passengers...