...-industry bias, is robust and conceptually broad, and therefore highly portable across service industries. Customer-to-customer interaction (CCI) Customer service management Critical incident technique Typology Table I Typologies of CCI (based on empirical studies) CCI typology...

... satisfied with moderately over‐attentive service and less satisfied with extremely over‐attentive service. Over‐attentive service Psychological reactance Customer suspicion Customer satisfaction Customers Customer service management It is well within the compass of most consumers’ real...

.... John W. Lounsbury can be contacted at: jlounsbu@utk.edu © Emerald Group Publishing Limited 2012 Big Five Narrow personality traits Customer service Career satisfaction Vocational fit Customer service management Personality The customer service (CS) industry is vital...

... cues are absent (e.g. call centres). © Emerald Group Publishing Limited 2011 Service frontline employee Accent Customer emotions Service evaluation Customer service management Consumer behaviour Linguistics Employees Service industries Australia Ethnic groups Service...

... to be multidimensional and longitudinal in its nature. Reputation Retailing services Quality management Customer service management Corporate image A favourable corporate reputation is an effective mechanism for maintaining or gaining a competitive advantage (Fombrun and Shanley, 1990) A good reputation...

... environment research to include employee displayed emotion as part of the social environment. Service environments Social environment Physical environments Customer emotion Service outcomes Consumer behaviour Customer service management Research on emotional contagion suggests that service...

.... smoking. © Emerald Group Publishing Limited 2011 Customer service quality Sporting events Customer service management United States of America Major spectator sports constitute a large, expanding, and competitive industry. However, many sports organisations are facing resistance...

... and Mitchell, 2004). © Emerald Group Publishing Limited 2011 Electronic commerce Internet shopping Clothing Gender Customer service management United States of America The internet has become an important medium for the sale of products (Corbitt et al., 2003). About 60...

... systems Customer service management This paper is organized as follows. The following section will summarize the research on the systems approach to updating service delivery. Section 3 will discuss measuring customer satisfaction from a systems perspective. Section 4 will propose a systems...

... Case studies Customer service management Basically, innovation involves the development or improvement of goods or services (Johne and Storey, 1998). de Brentani (2001) differentiates between discontinuous innovations and incremental new services, depending on the innovation's newness...

... management Manufacturing industries Customer service management Sweden In addition to the physical products that they have traditionally offered, many manufacturing companies are now recognising that they must compete for customers by offering service with their physical products. A company's...

... as a consequence, this rate is still in line with similar studies investigating the relationship between SMEs and banks (Howorth et al., 2003). © Emerald Group Publishing Limited 2009 Banks Supplier relations Small to medium‐sized enterprises Customer service management Customer...

... and order‐related customer service issues for inbound order‐entry calls (originated by the customers – largely retailers and/or distributors). Call centres Problem based learning Quality management Customer service management Customer satisfaction Numerous studies have considered...

... and success of the journal. Originality/value This paper fills a knowledge gap in the literature by examining specific aspects of the “ethnocentricity” of “top” journals in the particular area of services management. © Emerald Group Publishing Limited 2007 Customer service management Serials...

... services quality Service levels Customer service management Customer satisfaction Leisure activities Service customers frequently view waiting as a waste of their time (Schwartz, 1975 ; Rafaeli, 1989 ; Hui and Tse, 1996 ; Sheu et al., 2003). Consequently, customers tend to dislike...

... to the positive theory of agency a principal‐agent agreement may be defined as: © Emerald Group Publishing Limited 2006 Customer satisfaction Brands Services Customer retention Call centres Customer service management An important context in which the issue of co‐branding becomes...

... into the model. Originality/value This is the first study of the role of values‐based service brands in creating value in use for customers. © Emerald Group Publishing Limited 2006 Value added Brands Customer service management Corporate identity Brands are among the most fundamental...

... Customer relation Customer service management Storbacka and Lehtinen challenge the popular perspective of customer relationship management. This book by Storbacka and Lehtinen (2001) brings a welcome strategic emphasis and an analytical approach to customer relationship management...

...‐cultural management Customer service management Customer satisfaction Whether a good or service, all products deliver a bundle of benefits to the consumer. However, whereas consumers derive benefits from the goods themselves (e.g. oranges), service benefits are delivered through the experience...

... in customer‐perceived service quality. Originality/value The paper contributes to widening the scope of service quality by focusing on dimensions beyond cognitive assessment. © Emerald Group Publishing Limited 2005 Customer service management Customers Perception Consumer behaviour...