... these patterns and the extant vaccine attitudes: vaccine acceptance, hesitancy and refusal. Practical implications This paper helps policymakers identify and adapt interventions that increase vaccine confidence and tailor public health services communications accordingly. Originality/value This research...

... a service firm. Design/methodology/approach Empirically, the authors measure prior beliefs, and then calibrate how those beliefs change in response to a piece of news. The authors develop a conceptual model articulating the nature and antecedents of three types of expectations: would, could and should...

...Catherine Bachleda; Boutaina Berrada-Fathi Purpose – The purpose of this paper is to examine the influence of various sources of negative electronic word-of-mouth (eWOM) and negative personal word-of-mouth (pWOM) on trust in the Word-of-mouth (WOM), attitude toward the service provider...

...Spiros Gounaris; Mustafa Tanyeri; Giannis Kostopoulos; Spiros Gounaris; Achilleas Boukis Purpose The aim of the present study is to theoretically elaborate the Service Blueprinting (SB) effectiveness concept and integrate it within a conceptual framework, with specific antecedents...

...Erwin Losekoot In the final section of the book the importance of customer “loyalty” over “satisfaction” is emphasised, using the argument of “return on quality” to support investment in the people of an organisation leading to a passion for excellent service. Marriott suggest a 1 per cent...

...Emmanouil Stiakakis; Christos K. Georgiadis Purpose This study aims to identify the similarities and differences between the perspectives of providers and customers regarding the important dimensions and attributes of e‐service quality (e‐SQ). Design/methodology/approach Ten criteria...

...Mark R. Testa; Stephen L. Mueller Purpose The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers. Design/methodology/approach The data in this study resulted from a survey of 1,128 service...

...Heiko Gebauer; Regine Krempl; Elgar Fleisch; Thomas Friedli Purpose This paper aims to answer the following two research questions: “What antecedents are required for the innovation of product‐related services?” and “How do the antecedents differ for product‐related services developed during...

...Göran Svensson; Bård Tronvoll; Terje Slåtten Purpose The purpose of this paper is to describe the “empirical characteristics” of the “top” journals in services marketing by assessing selected journals with respect to: the proportion of “empirical” versus “non‐empirical” contributions...

...Sara Sandström; Bo Edvardsson; Per Kristensson; Peter Magnusson Purpose The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to value in use. Design/methodology/approach...

... practices. Design/methodology/approach Following an assessment of various literature, this paper incorporates a two‐stage design. The first stage identifies a set of companies that are frequently the subject of customer service storytelling. The second stage takes a grounded theory approach, utilizing...

...Ayon Chakrabarty; Kay Chuan Tan Purpose Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock...

... that e‐tail store image is derived from e‐merchandise, e‐service, and e‐shopping atmosphere attributes, all of which support the way consumers shop. A favorable e‐tail store image positively influences e‐patronage intentions, which thus leads to e‐loyalty. Originality/value The research in this paper...

...Marianna Sigala; Evangelos Christou; Marianna Sigala Purpose To analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise services to their profiles. Design/methodology/approach...

...Marianna Sigala; Evangelos Christou; Marianna Sigala; Evangelos Christou Purpose The purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services. Design/methodology/approach A brief review of the papers included in the special issue...

... services as part of their membership. It also aims to examine the relationship between call center satisfaction and actual retention of both the co‐branded service offered and the primary brand (call center operated by the membership organization). Design/methodology/approach The survey data used...

...Joby John; Stephen J. Grove; Raymond P. Fisk Purpose The purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service performances. Design/methodology/approach The paper begins...

... empowerment – were viewed by the study as a key variable mitigating the long‐standing relationship between telephone surveillance and work strain. As part of a field experiment, a sample of 163 service representatives completed a questionnaire measuring strain, perceived degree of surveillance, and job...

...Allard C.R. van Riel; Allard C.R. van Riel Purpose This paper introduces the special issue on service innovation management. Design/methodology/approach Provides a brief review of the papers within the issue. Findings Compares and contextualizes the contributions, finding that the papers...

...Allard C.R. van Riel; Marjolein C.J. Caniëls; Henny A. Romijn Purpose Programmes providing services for small‐ and medium‐sized enterprises are important. Yet, quality and impact of many of these programmes lag behind expectations. This paper attempts to shed light on the reasons behind...