... and Australia where immigrants are a large part of the service workforce. © Emerald Group Publishing Limited 2011 Service frontline employee Accent Customer emotions Service evaluation Customer service management Consumer behaviour Linguistics Employees Service industries Australia Ethnic...

... constitutes good customer service from the viewpoint of frontline service employees and to explore gender differences in particular. Design/methodology/approach The data were collected from 876 frontline employees across a wide range of service industries. An automated text analysis using Leximancer...

... search, experience, and credence attribute service types. Customer satisfaction Customer loyalty Interpersonal relations Service industries Achieving customer satisfaction has long been identified as the key to customer loyalty (Anderson and Sullivan, 1993 ; Bolton, 1998 ; Szymanski...

.... Holman et al. (2009) ; and 3. Heskett et al. (1994) . Call centres Work design Financial services Customer relations Service industries Call centres have received increased attention in both the popular media and the research literature over the past decade...

... on service development, this study provides an alternative view of new service development as a relatively informal learning process. © Emerald Group Publishing Limited 2010 Business development Small enterprises Business‐to‐business marketing Customization Service industries...

...” of a service that are already common in many service industries – such as the many brochures, videos, explanatory leaflets, and web sites that are offered to help customers gain some information about the services they are about to purchase and/or use. In contrast to these approaches, all of which provide...

... Employee involvement Job satisfaction China Customer services quality Service industries Employee attitudes High quality of frontline employees is integral to the excellence of firms because the service provided by such employees reflects the image of the organization and affects customer...

.... Design/methodology/approach Papers from the following five service research journals are reviewed: International Journal of Service Industry Management, Journal of Services Marketing, Journal of Service Research, Managing Service Quality, and Service Industries...

... relationship of the customer. We begin by giving a brief overview of the different conceptualizations of trust in the literature and describe the specifics of consumer trust in service industries. In the next section, we present a theoretical‐based, two‐dimensional conceptualization of trust, which...

... the production of the service. Johnston (1995) divided tangibles into cleanliness/tidiness of the tangible components and comfort of the service environment and facilities. Brady and Cronin (2001) and Raajpoot (2002) found in four different service industries that customers listed the service...

... satisfaction and behavioural intentions, followed by the methodology. The results are discussed and finally, the conclusions, managerial implications and further research are outlined. Call centres Job satisfaction Retention Service industries Competitive advantage Mauritius...

.... The characteristics of services (intangibility, co‐production, inseparability and heterogeneity) and the growth of service industries have resulted in an increased focus on the implementation of quality management principles in service organizations interested in delivering high‐quality service to customers...

... narratives about the service industry is used. Each of these narratives represents different sectors within the service industry. Findings Customer complaint behaviour has often in conventional marketing been seen as a static and post‐purchase activity. This paper finds that customer complaint behaviour...

... of service companies' satisfaction with ISO 9000, and how various factors moderate several paths of the model. © Emerald Group Publishing Limited 2007 Service industries ISO 9000 series Managers International Organization for Standardization (ISO) developed ISO 9000 for the first time...

... costs to better represent the repurchase behaviour in the business world. © Emerald Group Publishing Limited 2007 Customer retention Business‐to‐business marketing Consumer behaviour Customer satisfaction Service industries Customer dissatisfaction has the potential to: diminish...

... of the SQ construct attempts to link the conceptual definition of SQ to its empirical indicators. The premises are based on Lapierre's (1996) observations: Schmenner (1986) classified the retail banking industry as a mass service. Mass service industries have a low degree of variation in customer...

... given to which extent a leadership style can influence technology acceptance and through which mechanisms. © Emerald Group Publishing Limited 2005 Management styles Leadership Service industries Communication technologies With the ever changing business landscape of more...

... and is an excellent tool for managers deciding on which innovations to implement. Innovation Service industries Hospitality services United States of America Customization Customers, in a number of industries, are constantly bombarded with run‐of‐the‐mill product and service offerings. As a result...

... of consistently poor performance on a selected change management dimension in the studied companies. © Emerald Group Publishing Limited 2005 Total quality management Change management Service industries Process management Total quality management (TQM) is a change effort that aims...

..., in both situations, we would argue that the domestic service customer is likely to conduct some type of cultural screening behavior before engaging in subsequent domestic inter‐cultural service encounters. © Emerald Group Publishing Limited 2005 Service industries Cross‐cultural management...