Executive summary of 'Exploring key antecedents of purchase intentions within...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExecutive summary of 'Bridging the academia-practitioner divide: the case of...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExecutive summary of 'Tangibilizing services through visual tangible cues in...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExecutive summary of 'The differentiated effects of CSR actions in the...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExecutive summary of 'Different actors’ roles in small companies’ service...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExecutive summary of 'Does customer sociability matter? Differences in...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExecutive summary of 'Reverse use of customer data: implications for...
Journal of Services Marketing, Volume 28, Issue 7, September 2014.
View ArticleExploring key antecedents of purchase intentions within different services
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose Competitive environments such as those in retail and banking industries impose increased pressure on managers to enhance...
View ArticleBridging the academia-practitioner divide: the case of ‘service theater’
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose To demonstrate the applicability of a theatrical framework for improving the effectiveness of the knowledge transfer of...
View ArticleTangibilizing services through visual tangible cues in corporate web sites: a...
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose The purpose of this study is to examine cross-cultural differences in the use of visual tangible cues in local corporate web...
View ArticleThe differentiated effects of CSR actions in the service industry
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose Corporate Social Responsibility (CSR) is becoming a common strategy, hence its extensive research. Central to it is the...
View ArticleDifferent actors roles in small companies service innovation
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose Based on the research question considering ‘which different actor takes part in small companies’ service development processes...
View ArticleDoes customer sociability matter? Differences in e-quality, e-satisfaction,...
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose The major purpose of this study is to investigate the relationships between e-quality, e-satisfaction, and e-loyalty and test...
View ArticleReverse use of customer data: implications for service-based business models
Journal of Services Marketing, Volume 28, Issue 7, September 2014. Purpose In their quest for competitive advantage, firms traditionally use customer data as resources to redesign and develop new...
View ArticleCustomer response to employee emotional labor: The structural relationship...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose This study extends emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor...
View ArticleExploring the relationship between service orientation, employee engagement...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The primary objective of this paper is to explore the relationship between leadership, employee engagement and service...
View ArticleThe role of listening in e-contact center customer relationship management
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of interpersonal...
View ArticleThe role of external customer mind-set among service employees
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose In this study the authors develop and test a model of the antecedents and outcomes of one aspect of CMS - external customer...
View ArticleAntecedents of the client’s trust in low- versus high-consequence decisions
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship between trust and...
View ArticleCorporate social responsibility and customer loyalty: Exploring the role of...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose The authors of this paper propose a cognitive-affective-conative sequential model to study how three dimensions of corporate...
View ArticleA narrative review and meta-analysis of service interaction quality: New...
Journal of Services Marketing, Volume 29, Issue 1, February 2015. Purpose This paper conceptualizes and empirically tests the determinants of service interaction quality (SIQ) as attitude, behavior,...
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