...Hean Tat Keh; Nicole Hartley; Di Wang Purpose The purpose of this paper is to examine the effects of service separation on perceived value and intention to enroll in the higher education context, as mediated by perceived performance risk and moderated by an individual’s regulatory focus. Design...

...Faisal T. Alhathal; Piyush Sharma; Russel P.J. Kingshott Purpose The purpose of this paper is to examine the impact of service separation on the ability of service firms to build and maintain customer relationships, by exploring the differences in the strength of interrelationships among key...

...Nicole Hartley; Teegan Green Purpose Service encounters are becoming increasingly virtual through the infusion of computer-mediated technologies. Virtual services separate consumers and service providers both spatially and temporally. With the advent of virtual services is the need...