...Goldar Lenjeu Chefor; Ellis Chefor Purpose This research employs meta-analytic procedures to investigate the effects of service providers’ physical attractiveness (PA) in service encounters. Given the inconsistencies among existing studies and the increasing push to adopt technologies like...

... two customer-centric, proactive, market orientation strategies that might accelerate the positive effects of fairness perceptions in service encounters. Design/methodology/approach Two experimental studies investigate if customer participation and price savings can boost the positive effects...

... be contacted at: harriman.saragih@monash.edu 15 03 2024 22 03 2024 03 07 2024 20 09 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Service language Genuine small talk Service encounter B2B interactions B2B communication...

... 2022 31 10 2022 01 11 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only CASR Service setting Service encounter Role theory Robot characteristics Customer characteristics In recent years, service robots are appearing...

...Maarten Volkers Purpose This article demonstrates that the type of service setting and the first interaction with an employee influences the customers' intention to stay or leave during an unsatisfactory service encounter, and that these effects are mediated by social lock-in, which describes...

... Publishing Limited Licensed re-use rights only Service encounter Chat Media richness Customer assistance The development of technological goods and self-service technologies (SSTs) intended to increase customers’ autonomy and assist them has created new situations in which customers may...

...Apiradee Wongkitrungrueng; Krittinee Nuttavuthisit; Teodora Szabo-Douat; Sankar Sen Purpose The purpose of this paper is to explore the nature of customer deference to service providers in service encounters, and articulate its chief antecedents, experiences and consequences. Design/methodology...

... 11 03 2017 16 06 2017 23 11 2017 12 12 2017 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Service logic Service encounter Service work Service dominant logic Professional identity Service co-creation Research has...

... to customer aggression during service encounters, as well as the FLEs’ status and the context, can intensify their loss of face and psychological well-being. This has implications for the extent to which organisations impose a “customer is always right” dictum on FLE, as well as the need for counselling...

...Melanie P. Lorenz; Jase R. Ramsey; Ayesha Tariq; Daniel L. Morrell Purpose The purpose of this paper is to understand when, how, and why service employees adapt the service encounter to meet the values and expectations of culturally disparate customers. Design/methodology/approach The authors...

... rights only Compliance Partial least squares Self-determination theory Service encounter Participatory behaviours Intrinsic motivation occurs naturally in a person, which describes the natural tendencies to our cognitive and social development. This allows individuals to do something...

... to develop and test a model of how the satisfaction‐WOM relationship varies depending on the type of service encounter, thus reconciling past conflicting findings. Design/methodology/approach A number of service quality indicators are manipulated and a fully factorial 2×3 experiment is conducted to test...