...' involvement in tourism activities, perceived service experience quality, and satisfaction. By integrating person-environment (P-E) fit theory with Social Zeitgeber theory, the study conceptualizes jetlag as a boundary condition that constrains customer engagement with service environments. Design...

... their value perceptions as a performance indicator (here, satisfaction with nursing home services). Findings The case evidence shows that nursing homes co-create value with family members through caring practices that focus on their role as secondary customers (i.e. welcoming, connecting and embedding...

... role of warm emotions in connecting green services to satisfaction and customer loyalty. Third, it investigates a set of amplifiers of warm emotions. These are the green tendencies of the consumer and perceived motives for adopting environmentally friendly practices. Design/methodology/approach...

... their impact on (1) dimensions of CCV (Busser and Shulga, 2018), (2) outcomes desired by a customer (subjective well-being), (3) company outcomes (perceptions of competitive advantage) and (4) mutual, joint and co-created outcomes (satisfaction). The destination resort was chosen as a rich context to examine...

... a general printing service situation and a travel service situation. The study shows that: (1) FLE hope has a positive effect on consumer satisfaction, and is mediated by the consumer's assumed effort by the FLE; (2) the effect of FLE hope on consumer satisfaction changes with changing levels...

..., health and inertia are on the second most important level of human needs (safety/stability), whereas group conformity is on the third most important level (love/belonging). Given that humans attribute priority to the satisfaction of some needs over others, it is important to understand how patients...

...Sreejesh S.; Juhi Gahlot Sarkar; Abhigyan Sarkar; Abdolreza Eshghi; Anusree M.R. Purpose Extant research evidence demonstrates that customer satisfaction in a service encounter is influenced by other customer perception (OCP). However, scholarly research on the impact of OCP on brand love...

... Limited Licensed re-use rights only The purpose of this paper is to examine the antecedents of word-of-mouth (WOM) in long-term service settings. Specifically, the authors examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention...

...Berta Tubillejas Andrés; Amparo Cervera-Taulet; Haydee Calderón García Purpose The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services...

.... Findings – The findings show that information (or marketing communications) and past experience are the antecedents of perceived service quality (PSQ). PSQ is a second order construct and has three dimensions: academic, administrative and facilities. The consequences of PSQ include trust, satisfaction...

...Hong-Youl Ha; Hee-Young Son Purpose – The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three moderating effects (overall satisfaction of provider, switching costs, and remaining...

...Li‐Wei Wu; Chung‐Yu Wang Purpose This study seeks to understand how elaboration and loyalty programs affect the relative importance of satisfaction and the zone of tolerance (ZOT) in determining customer loyalty to an airline service provider. Design/methodology/approach Hierarchical moderated...

...Yi Ding; Kai‐Hin Chai Purpose Based on associative network theory and a service systems perspective, this study aims to investigate the spillover effects of quality and customer satisfaction between products and services and, in particular, the role of customer expertise in this process. Design...

...' contributions on an individual customer's own contribution to the service experience as well as the individual customer's perception of his/her own and of other customers' contributions toward service satisfaction. Design/methodology/approach This empirical research paper is based on structural equation...