Table of contents
Do women like options more than men? An examination in the context of service recovery
Anna S. MattilaThis paper aims to examine the benefits of letting customers choose among compensation methods following a service failure. The author is also interested in the role of gender in…
The role of the customer contact person's age in service encounters
Karolina Wägar, Lars‐Johan LindqvistThe purpose of this paper is to ascertain whether older customers prefer older customer‐contact persons and whether younger customers prefer younger customer‐contact persons in a…
Toward an understanding of consumer perspectives on experiences
Steve Baron, Kim HarrisThe purpose of this paper is to offer a consumer‐centric perspective on experiences and interactions that is consistent with the foundational premises of the service‐dominant…
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant
Beatriz Moliner Velázquez, María Fuentes Blasco, Irene Gil Saura, Gloria Berenguer ContríThe purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining…
Are services advertised differently? An empirical examination
Jean‐Marc Décaudin, Denis LacosteThe objective of this paper is to study the relevance of a specific approach to services advertising by testing the absolute and relative impact of the product/service variable on…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum