... Limited 2024 Emerald Publishing Limited Licensed re-use rights only Perceived humanization Social presence Rapport Affective trust Cognitive trust Anthropomorphism Value creation Service encounters Tourism service The dynamic landscape of service marketing has witnessed...

... a customer viewpoint and in a service encounter context. As customers are not bound by employment rules and conventions, a wider range of emotion regulation behaviours were found. The study used the four-faceted emotion regulation matrix to investigate this, developing a conceptual framework that provides...

... 2019 Emerald Publishing Limited Licensed re-use rights only Customer satisfaction Service encounters Customer expertize Construal level Services marketing literature distinguishes between process and service attributes, describing process attributes...

.... The purpose of this paper is to examine whether it is beneficial to deliberately use humour in service encounters. Design/methodology/approach – This paper provides a comprehensive review of humour research in multiple disciplines to assess the applicability of their key findings to the service domain...

...Jörg Finsterwalder; Tony Garry; Ivana Garzaniti; Glenn Pearce; John Stanton Purpose The purpose of this paper is to explore the contribution of conversation as an element of interaction that occurs in a hairdressing service encounter with the aim of seeking to understand variations in conversation...