...Syed Aamir Ali Shah; Muhammad Shakeel Sadiq Jajja; Kamran Ali Chatha RQ1. Do customer education and service modularity lead to effective CP in service delivery? Based on the above state of literature, this research aims to investigate the following set of research questions (RQs...

... the adoption of service-driven behaviours (Reno and Poole, 2016). Previous research has explored elements of social support in digital service delivery designs and how they may support the consumer, building trust and patronage intentions (Chattaraman et al., 2014). Equally, past research has delved...

... and the lack of empirical research support for it. Practical implications By demonstrating that customers are willing to accept some heterogeneity in service delivery, this research demonstrates to practicing managers that they do not need to micro‐manage service delivery. Furthermore, by validating...

... number of elements, which formulate the components of the balanced market orientation, namely: market orientation adoption, internal marketing implementation and systematic monitoring of the service delivery process. Research limitations/implications Highlighting the importance of interrelations...

... Relationship marketing Customer services quality Interpersonal communications Service delivery Defined as any positive communication about a service firm's offerings, positive word‐of‐mouth (WOM) communication is considered a key relational outcome (Freiden and Goldsmith, 1988 ; Hennig‐Thurau...

... communication. Originality/value This is the first study of the role of language in service encounters among consumers from different countries. Canada Finland Consumers Service delivery Communication processes Language Despite this long‐standing (and growing) emphasis on the importance...

... in service delivery by identifying the various interfaces between providers and customers and assessing the participation level at each interface in terms “low”, “moderate”, and “high”. Finally, the term co‐creation refers to the rudimentary precept that the involvement of both the customer...

... of intercultural service encounters, particularly the challenges and stress employees could face. © Emerald Group Publishing Limited 2010 Service delivery Employees Individual perception National cultures Customer satisfaction The service encounter, referring to the interaction between...

... Group Publishing Limited 2010 Service industries Design Service delivery Value chain Because emotions play an important role in service experiences (Mattila and Enz, 2002), services must be designed to ensure that both the functional and the affective aspects of the service...

... Service delivery Body language Consumer behaviour Compared to goods, consumers have more difficulty evaluating services prior to purchase and consumption (Levitt, 1981) and they spend more effort searching for information (Murray, 1991). Prospective customers are likely to search the environment...

... for SMEs in the highly competitive tourism industry. Hospitality management Market orientation Tourism management Service delivery Customer orientation Small to medium‐sized enterprises Tourism is a service‐intensive industry that is dependent on the quality of customers' service...

... Group Publishing Limited 2008 Public administration Sweden Public sector Service delivery Communication technologies Although the private sector has enthusiastically utilised the internet from its inception, the public sector has been slower to enter the field. However, the gradual...

... leadership; highlight the importance of strategic alignment; and outline competencies fostering strategic innovation. Originality/value This paper is one of the first exploring the role of biometric technologies in service delivery; addresses the strategic implications of implementation; and concludes...

... studies combining both traditional and e‐service dimensions and relating them to customer satisfaction. In web‐initiated service delivery, customers typically do not interact with individuals in first stages of the service encounter. The transaction starts with customers interacting...

.... Unfortunately, many firms fail to implement the marketing concept properly during their daily activities. Newspaper headlines such as “wrong foot amputated” and “airline apologises for leaving child on plane” are not uncommon. Poor service delivery, if allowed to continue, will threaten the long‐term survival...

...Gi‐Du Kang; Jeffrey James Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery...

... Emerald Group Publishing Limited 2004 Service operations Service delivery Consumer behaviour Marketing policy Personality Retailing Services are different. Over the last decade or more, the services literature has been replete with discussions, typologies and even passionate discourses...