.... In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research. Design/methodology/approach We analyzed the literature on service robots as they relate to customers and employees...

...Natalia Ryzhkova Purpose – The purpose of this paper is to explore the relationship between the actual usage of online methods for collaboration with customers and firms’ innovation performance. Drawing on theories of knowledge flows and knowledge creation, this study analyses the results...

...Hsuan‐Hsuan Ku; Chien‐Chih Kuo; Martin Chen Purpose To investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the resulting satisfaction scores. Design/methodology/approach The first...

...Kristina Heinonen; Anu Helkkula; Maria Holmlund‐Rytkönen; Erno Selos; Teemu Laine; Inger Roos; Petri Suomala; Lauri Pitkänen Purpose This study aims to focus on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer...

...Kristina Heinonen; Anu Helkkula; Maria Holmlund‐Rytkönen; Magnus Söderlund Purpose This study aims to examine customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive selling. Design...

...Kristina Heinonen; Anu Helkkula; Maria Holmlund‐Rytkönen; Mekhail Mustak; Elina Jaakkola; Aino Halinen Purpose Customer participation in the creation of offerings has become a key focus in marketing literature. This paper synthesizes extant research on the topic to enhance understanding...

...Kendra Fowler; Eileen Bridges Purpose The purpose of this paper is to improve understanding of the relationships between the service environment, service provider mood, and provider‐customer interaction. Specifically, mood is evaluated as a potential moderator of the relationship between...

... for recording and subsequent interviews with clients. Quotas address gender and duration of continued patronage. Conversations and interviews were analysed thematically and using conversation analysis. Findings The progress and evolution of conversations varied between short and long‐term customers; topics...

...Jörg Finsterwalder; Tony Garry; Volker G. Kuppelwieser; Jörg Finsterwalder Purpose This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co‐create a service experience. It also shows the influence of other customers...

...Johanna Gummerus Purpose This study seeks to adopt the perspective of service (dominant) logic to investigate the impact of three resource inputs (service content, service process, and service configurations) on the perceptions of value of e‐service customers. Design/methodology/approach...

...Jörg Finsterwalder; Sven Tuzovic Purpose The purpose of this paper is to explore the concept of service quality for settings where several customers are involved in the joint creation and consumption of a service. The approach is to provide first insights into the implications of a simultaneous...

...Thorsten Gruber; Isabelle Szmigin; Roediger Voss Purpose This paper seeks to explore the nature of complaint satisfaction with particular emphasis on the qualities and behaviours that male and female customers value during personal complaint‐handling service encounters. Design/methodology...

..., interaction, and design); the construct of joy; and the construct of customer loyalty. Design/methodology/approach The research data are based on a study of customers visiting a Norwegian winter park, in which 162 visitors participated in the survey. Confirmatory factor analysis and structural equation...

... to measure the relative importance of each critical factor in closing up overall service quality gap of banks. Design/methodology/approach The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts...

...Timo Rintamäki; Hannu Kuusela; Lasse Mitronen Purpose The purpose of this paper is to develop a framework for identifying competitive customer value propositions in retailing. Design/methodology/approach The paper draws on existing literature on customer value and competitive advantage...

...Bo Edvardsson Purpose The aim of this article is to contribute to widening the scope of service quality by focusing on dimensions beyond cognitive assessment. The focus is on the role of customers’ emotions in service experiences. Design/methodology/approach The article first discusses...

...Kristina Heinonen Considering the empowered customer interacting with technology‐based self‐services, temporal and spatial access can be argued to influence service delivery. However, service management models have not considered the value of the service delivery at various locations and time...

... for the private banking industry and also to what extent these criteria were actually implemented by client advisors in the valuation of their clients. © Emerald Group Publishing Limited 2004 Customers Value analysis Banking Case studies Switzeralnd Private banking can be understood...

...James G. Barnes Examines the nature of meaningful customer relationships to determine what contributes to meaningfulness and to explore ways in which companies can establish more meaningful relationships with customers. Explores and applies the social psychology roots of the concept of meaning...

...Valarie A. Zeithaml Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers...