... Limited 2025 Emerald Publishing Limited Licensed re-use rights only Customer satisfaction Musical style Service environments Primacy effect Recency effect Service marketing Funding: The authors received no financial support for the research, authorship and/or publication...

...Polat Goktas; Taskin Dirsehan Purpose This study aims to redefine approaches to metrics in service marketing by examining the utility of partial least squares – structural equation modeling (PLS-SEM) and eXplainable Artificial Intelligence (XAI) for assessing service quality, with a focus...

... 29 06 2022 30 06 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Service inclusion Transformative service research (TSR) Well-being Disability Tourists Tourism and hospitality industry Service marketing Scale development...

... Limited Licensed re-use rights only Alice J.M. Tan can be contacted at: alice.tan@connect.um.edu.mo Figure 1 Conceptual model The present research makes several contributions. First, this study adds to the services marketing literature by distinguishing the affective reactions...

...Christian Grönroos In a conference paper presented at one of the American Marketing Association’s service marketing conferences in the 1980s, I made the rather obvious remark about the development of service as an offering that “one of the most essential cornerstones in developing something...

... light on the positive (gratitude, reciprocity, satisfaction) and negative (cynicism) emotional responses of customers towards firms, this paper offers a more fine-grained view on the interdependencies between emotions at different levels. Relationship marketing Services marketing Service...

... will do his or her best for the patient. The authors also report that the physician will be considered the patient’s “guardian” and should ensure that the best treatment will be provided. © Emerald Group Publishing Limited 2015 Healthcare Customer loyalty Service marketing Trust Loyalty...