Table of contents
Managing networks of interorganizational linkages and sustainable firm performance in business‐to‐business service contexts
Andreas B. Eisingerich, Simon J. BellCurrent marketing theory and practice have recognized that exchanges between buyers and sellers are frequently embedded in social relationships. Despite the vast body of research…
Dimensions of total product knowledge in a service environment
Karin Braunsberger, R. Brian Buckler, Michael LuckettThe purpose of the paper is to compare measures of subjective and objective knowledge as well as usage/experience measures in a credence service environment for two different…
Service failures and complaints in the family travel market: a justice dimension approach
Oun‐Joung Park, Xinran Lehto, Jung‐Kun ParkThis study attempts to provide insights into three justice dimensions that constitute a negative family travel experience and to examine the differences existing in industry…
Stemming the tide: dealing with the imbalance of customer relationship quality with the key contact employee versus with the firm
Sijun Wang, Lenita DavisCurrent relationship marketing literature has stressed the importance of building customer‐employee bonds. These efforts sometimes result in customer‐employee relationships that…
The impact of service contact type and demographic characteristics on service quality perceptions
Cheryl Ganesan‐Lim, Rebekah Russell‐Bennett, Tracey DaggerThis study aims to develop and test a service‐based demographic framework for studying service quality perceptions. Specifically, the effect of level of service contact and key…
The role of store environmental stimulation and social factors on impulse purchasing
Anna S. Mattila, Jochen WirtzThis study aims to examine the role of environmentally induced stimulation in influencing impulse buying. In addition, the authors seek to investigate the impact of two social…
Age differences in mobile service perceptions: comparison of Generation Y and baby boomers
Archana Kumar, Heejin LimThis study aims to investigate the effects of age on mobile service quality perceptions and its impact on perceived value, satisfaction and loyalty between two significant mobile…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum