... Emerald Publishing Limited 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 Finally, we identify psychological reactance...

... Experimental design Quantitative research Tourism The constant increase in travelers over the years has led to a dynamic and fast-growing tourism industry (Jain et al., 2023 ; Luna-Cortes et al., 2023), resulting in a wide variety of hospitality options (Kuhzady et al...

...., 2023 ; Zhang et al., 2023). Electronic commerce e-WOM Field study Digital Experimental design Social networking Theoretical advances have suggested a major difference between customer−streamer and customer−customer relationships that could affect the nature of GLS rapports...

... of service justice and, consequently, how they influence revisit intentions in technology-embedded restaurants. Design/methodology/approach This research conducts a 2×2 between-subjects scenario-based experimental design and self-report questionnaire survey. Findings The results reveal that service...

... negative attitudes and motivation to punish the firm. Formally stated: Corporate social responsibility Social conduct Services marketing Presence Empathetic emotional intensity Emotion Experimental design Conjoint analysis Five experiments were conducted to test the hypotheses...

... programs. This study showed that consumers viewed single-firm and coalition programs differently and elucidated the mechanism behind the response. CRM Customer engagement Experimental design Customer participation This study makes several significant contributions. First, the study enhances...

... Mental accounting Mindset Social customer journey Service strategy Experimental design Behavioural bias Yan Meng is the corresponding author and can be contacted at: yan.meng@grenoble-em.com 18 08 2021 12 01 2022 15 04 2022 16 04 2022 © Emerald Publishing Limited...

... Preferential treatment Loyalty programs Harm to others Moral emotions Need for distinction Theory of uniqueness Relationship marketing Customer experience Experimental design Hospitality Well-being Service encounter The relationship marketing literature recognises that one customer may affect...

...-of-mouth Value-based brand choice Market orientation Experimental design Trust Service encounter Frontline service employees Employee engagement in strengthening corporate image is crucial for leveraging competitive advantages, because employee–customer interactions influence customers...

... Well-being Experimental design Transformative Gun violence is a major societal problem in the USA, and it has continued to become more ubiquitous in recent years. Indeed, more than 342,000 people died as a result of gun violence in the USA from 2008 to 2017, meaning that a person is killed...

... developing applications. Service-privacy fit (SPF) Mobile application adoption Application privacy Task-technology fit Privacy calculus theory Regulatory fit theory E-commerce Experimental design Quantitative research Mobile phone The popularity of mobile devices facilitates...

... 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 enhance the natural...

... that brand announcements on high-technology, customer-oriented service offerings are an effective branding tool. Thus, AR apps perceived as pleasant and playful can signal and improve brand personality. Customer experience Servicescape Corporate image Mobile phone Experimental design Behavioural...

... Perceived tangibility Emotion Willingness to spend more Customer experience Experimental design Hospitality Receivers tended to perceive less effort in gift card selection and feel less emotion when receiving gift cards for intangible experiences than when receiving gift cards for both tangible...

... customer treatment of lower-level service labor. Customer service Wellness Well-being Experimental design Frontline service employees Emotional exhaustion Social distance Power Equity Tipping Nora Moran can be contacted at: nora.moran@csun.edu 06 03 2020 27 07 2020 01...

... Frontline service employees Service encounter Experimental design Customer deviance Employees’ deviant behaviors such as employee theft and fraud are a major problem for firms, as they are responsible for very high losses (Mazar et al., 2008). In the service sector, a high share...

... intercultural accommodation efforts were made by the service provider. A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service...

... Experimental design Service strategy Relevancy Social impact theory Social identity theory Service performance Social impact theory suggests immediacy impacts influence. The closer an influence is (either physically or psychologically), the greater the influence (Latané, 1981). According...

... produce by identifying new moderators, namely, anthropomorphic signages and opaque packaging. The research also shows that purchase embarrassment is a key process mechanism. Retail Experimental design Servicescape Imperfect produce Anthropomorphism Embarrassment Opaque packaging Retailer...

... and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Customer service Experimental design Artificial intelligence It has become increasingly common for customers to receive service from various synthetic agents, such a chatbots...