Table of contents
The museum environment and the visitor experience
Christina GouldingSince the advent of the contract culture, the reduction in museum budgets, and the implementation of performance measures based on customer satisfaction management, museums have…
Service orientation in transitional markets: does it matter?
Monty L. Lynn, Richard S. Lytle, Samo BobekFirms with a strong service orientation – that is, those whose organizational policies, practices, and procedures support service excellence – often have a competitive edge in…
Modelling internal communications in the financial services sector
Saadia Asif, Adrian SargeantThe increasingly competitive financial service environment has recently forced organizations to consider the role that their employees might play in the attainment of a genuinely…
The responses of front‐line employees to market‐oriented culture change
Lloyd C. Harris, Emmanuel OgbonnaA theme emerging from research into the determinants, content and consequences of market orientation is that developing a market‐oriented culture exerts a profound influence on…
An analysis of role adoptions and scripts during customer‐to‐customer encounters
Cathy Parker, Philippa WardFocuses on customer‐to‐customer interaction between strangers. It begins by reviewing the literature in the field and establishing a number of roles that customers may play while…
From recipient to contributor: examining customer roles and experienced outcomes
Cynthia A. Lengnick‐Hall, Vincentia (Cindy) Claycomb, Lawrence W. InksIn recent years, both management and marketing fields have emphasized the importance of a customer orientation. In this project, a different set of lenses is adopted to examine…
An empirical investigation of the impact of non‐verbal communication on service evaluation
Mark Gabbott, Gillian HoggConsiders the role of non‐verbal communication in consumers’ evaluation of service encounters. Non‐verbal communication has been extensively studied in the psychology and…
Service behaviors that lead to satisfied customers
Kathryn Frazer WinstedExamines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a…
Perceived justice needs and recovery evaluation: a contingency approach
K. Douglas Hoffman, Scott W. KelleyAn equity theory‐based contingency framework is presented to further our understanding of customer evaluations of the service failure/recovery process. Six contingencies are…
Business‐to‐business marketing Service recovery and customer satisfaction issues with ocean shipping lines
Srinivas Durvasula, Steven Lysonski, Subhash C. MehtaThe tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping…
Business effectiveness and professional service personnel Relational or transactional managers?
Michèle Paulin, Ronald J. Ferguson, Marielle PayaudThis empirical study of commercial banking relationships in France demonstrates that, despite the current emphasis on new technology, contact personnel remain important for the…
The service performance gap: testing the redeveloped causal model
Pierre Chenet, Caroline Tynan, Arthur MoneyFocuses on the service performance gap, which occurs when service is not performed according to the standards set. It attempts to define the antecedents of the gap. The research…
ISSN:
0309-0566Online date, start – end:
1967Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof. Greg Marshall