..., and brand image in discussing mobile banking adoption behavior; meanwhile, this study incorporate a five factors risk structure, discussing perceived risk detailed in financial risk, performance risk, time risk, psychological risk, and privacy risk. Furthermore, this study is the first study that has...

... contributes by attempting to offer a view of customer reactions to service encounters in which both service and sales activities exist within the same frame. © Emerald Group Publishing Limited 2013 The service encounter Suggestive selling Cross‐selling Customers Behaviour In many...

... that positive feedback is always driven by satisfaction. However, both the level and the valence of word‐of‐mouth are dependent on a range of other factors, including culture, incentives, emotion, and perception of the fairness of the encounter. With regard to the second behaviour noted above, many...

... Emerald Group Publishing Limited 2004 Services Behaviour Design Service quality assurance For the past several years my colleague Sriram Dasu and I have been engaged in an exciting effort to transfer research findings from the behavioral sciences to service encounter design (Chase...

...) ; and several key dimensions other than price and quality are identified conceptually and tested empirically. The evaluation of CRM performance is discussed on the basis of models of customer behaviour, customer equity/customer asset (Rust et al., 2000 ; Blattberg et al., 2001...