| 1576500 |
The power of explanations in mitigating the ill-effects of service failures
Anna S. Mattila
(pp. 422-428)
Keywords:
Restaurants,
Service failures
ArticleType: Research paper
View HTML
|
View PDF
(152 KB)
| Reprints & Permissions
|
| 1576501 |
Building a customer base in the electronic marketplace: an empirical exploration of the e-tailing industry
Pingjun Jiang, James Talaga
(pp. 429-438)
Keywords:
Customer loyalty,
Customer satisfaction,
Customer service management,
Electronic commerce
ArticleType: Research paper
View HTML
|
View PDF
(261 KB)
| Reprints & Permissions
|
| 1576502 |
The impact of involvement on satisfaction for new, nontraditional, credence-based service offerings
Penelope J. Prenshaw, Stacy E. Kovar, Kimberly Gladden Burke
(pp. 439-452)
Keywords:
Customer satisfaction,
Elder care,
Services marketing
ArticleType: Research paper
View HTML
|
View PDF
(305 KB)
| Reprints & Permissions
|
| 1576503 |
Online service failure, consumer attributions and expectations
Katherine E. Harris, Lois A. Mohr, Kenneth L. Bernhardt
(pp. 453-458)
Keywords:
Consumer behaviour,
Internet,
Service failures
ArticleType: Research paper
View HTML
|
View PDF
(89 KB)
| Reprints & Permissions
|
| 1576504 |
A service perspective on modelling intentions of on-line purchasing
David Hackman, Siegfried P. Gundergan, Paul Wang, Kerry Daniel
(pp. 459-470)
Keywords:
Australia,
Consumer behaviour,
Internet shopping
ArticleType: Research paper
View HTML
|
View PDF
(195 KB)
| Reprints & Permissions
|
| 1576505 |
The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions
Brendan Phillips, Thomas Tsu Wee Tan, Craig Julian
(pp. 471-478)
Keywords:
Customer orientation,
Emotional dissonance,
Job satisfaction,
Performance management
ArticleType: Conceptual paper
View HTML
|
View PDF
(123 KB)
| Reprints & Permissions
|
Logout
Backfiles 
EarlyCite