Table of contents
The good guys don't always win: the effect of valence on service perceptions and consequences
Michael K. Brady, Clay M. Voorhees, J. Joseph Cronin, Brian L. BourdeauThe purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction.
Consumer politeness and complaining behavior
Dawn LermanAims to examine consumer politeness, an interaction style that may prevent a dissatisfied customer from complaining about a negative service encounter, and seeks to determine the…
The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants
Ah‐Keng Kau, Elizabeth Wan‐Yiun LohThe primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of “justice” in service…
On‐screen characters: their design and influence on consumer trust
J.T. Luo, Peter McGoldrick, Susan Beatty, Kathleen A. KeelingPrevious research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study…
Why consumers use and do not use technology‐enabled services
Rhett H. Walker, Lester W. JohnsonThe purpose of this paper is to report on and discuss findings of a research study undertaken to investigate and establish empirically reasons why people use, or choose not to…
Service orientation and performance: an organizational perspective
Richard S. Lytle, John E. TimmermanWith the growing interest in service orientation research, the concept has been demonstrated to be a defining factor in the creation of superior customer service and value. The…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum