...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...

... business context, strengthening partnerships and facilitating mutual value creation (Martin Strandvik and Heinonen, 2013). © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Service language Genuine small talk Service encounter B2B interactions B2B...

... a service robot acceptance intention model (RC-TAM) that combines robot characteristics and customer characteristics based on the technology acceptance model. That model emphasizes both robot characteristics and customer characteristics during the service encounter as significant factors in CASR. However...

...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...

.... In this study, we define the process of customer assistance as the encounter between two parties – a customer who needs external help with a good or service and a company willing to offer help. This definition emphasizes the central position of the customer in this aspect of the service encounter. In accordance...

...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...

... their customers in a wider community (Beijaard et al., 2004). Although this is acknowledged in research, the bulk of the literature on the service encounter focusses on customer satisfaction and the customer’s perception of what is being produced in terms of meanings in the different service settings...

... 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...

... integration, participation, and compliance. Compliance Partial least squares Self-determination theory Service encounter Participatory behaviours Furthermore, patient participatory behaviours are not only confined to the doctor-patient encounter but extend to post-encounter activities where...

...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...

... 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...