Table of contents
Adopting self-service technology to do more with less
Toni Hilton, Tim Hughes, Ed Little, Ebi MarandiEmployees have traditionally played a major role in the customer ' s service experience. Yet self-service technology (SST) replaces the customer-service employee experience…
Exploring switching behavior of US mobile service customers
Arvind Malhotra, Claudia Kubowicz MalhotraThe purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as…
SERV*OR in China: testing the effect of service orientation on service skills performance
Sherriff T.K. Luk, Ken Lu, Ben LiuThe present study is specifically designed to accomplish two objectives: to validate the SERV*OR scale in an emerging oriental market; and to test empirically the effect of…
Shopping motivation as a moderator in the retail service evaluation
Sherriff T.K. Luk, Piyush Sharma, Ivy S.N. ChenPrior research explores the moderating effects of age and gender on the relationships in the comprehensive service evaluation model, but it ignores the role of contextual…
Consumer information search and credence services: implications for service providers
Kathleen Mortimer, Andrew PresseyThe purpose of this paper is to examine the involvement levels and the information search activity of consumers purchasing credence services, in terms of the extent of the search…
Internet forums and negotiation of healthcare knowledge cultures
Debbie Keeling, Amna Khan, Terry NewholmInternet forums are an important arena for information exchange between consumers. Despite healthcare being one of the most accessed information categories on the internet…
Modelling trust in service relationships: a transnational perspective
Harjit Sekhon, Sanjit Roy, Gurvinder Shergill, Adrian PritchardThis empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although trust is deemed to be important for managing service relationships…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum