Table of contents
Evaluating digital piracy intentions on behaviors
Steven A. TaylorThe purpose of this paper is to assess how well digital piracy self‐report intentions predict actual digital piracy behaviors in service marketing research.
Service receivers' negative emotions in airline and hospital service settings
Daniel J. Petzer, Christine F. De Meyer, Sander Svari, Göran SvenssonThe purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital.
Performance effects of involving lead users and close customers in new service development
Pilar Carbonell, Ana I. Rodriguez‐Escudero, Devashish PujariCustomer involvement has been recognized as a key factor for successful service development. One important aspect affecting the outcome of new service development (NSD) projects…
An extended service recovery model: the moderating impact of temporal sequence of events
Kriengsin Prasongsukarn, Paul G. PattersonThe purpose of this empirical paper is to explore for the first time, in a temporal sequence of events framework, how the various forms of justice (procedural, interactional and…
Intercultural service encounters (ICSE): an extended framework and empirical validation
Piyush Sharma, Jackie L.M. Tam, Namwoon KimThis paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength…
The role of emotions in online consumer behavior: a comparison of search, experience, and credence services
Ebrahim Mazaheri, Marie‐Odile Richard, Michel LarocheThe main objective of this paper is to compare consumers' online shopping behavior across three types of services (i.e. search, experience, and credence). Reviewing the marketing…
Problematic customers and turnover intentions of customer service employees
Amit Poddar, Ramana MadupalliThe purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee attitudes and subsequent turnover intentions from the…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum