Table of contents
Assessing contact personnel/ customer interaction in a small town: differences between large and small retail districts
Bruce R. KlemzThe importance of improving customer retention has led to many changes in the services and retailing mix. Assesses the role that the contact person has on the customer’s…
1562
An examination of perceived risk, information search and behavioral intentions in search, experience and credence services
Kaushik Mitra, Michelle C. Reiss, Louis M. CapellaThough the marketing literature offers an abundance of research on the topics of perceived risk, information search, and purchase intentions, very few researchers have empirically…
13574
Work stress and customer service delivery
Philip E. VarcaA study was conducted examining the relationship between perceived work stressors and job performance in a customer contact position. Workers served as technical liaison between…
6573
Dimensions of consumer search behavior in services
Janet R. McColl‐Kennedy, Richard E. FetterDevelops a seven‐item scale to assess consumers’ external search activities and assessed the scale’s construct validity. Moreover, to examine the scale’s generalizability across…
4275
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum