Table of contents
Religious affiliation: buffering negative reactions to service failures
Kelly O. Cowart, Edward Ramirez, Michael K. Brady– This research aims to examine the buffering effect of a firm's religious association on customer reactions to a service failure.
Linking IMO with employees' fit with their environment and reciprocal behaviours towards the firm
Achilleas Boukis, Spiros GounarisThe purpose of this paper is to integrate the fit theory and the equity theory in order to stress the importance of retail supervisor's IMO adoption for enhancing contact…
The experience economy approach to festival marketing: vivid memory and attendee loyalty
Aikaterini Manthiou, Seonjeong (Ally) Lee, Liang (Rebecca) Tang, Lanlung ChiangA desirable experiential environment is an essential source of competitive advantage in the festival industry. Understanding festival attendees' experience is imperative for…
Time buying and time saving: effects on service convenience and the shopping experience at the mall
Alison Elizabeth Lloyd, Ricky Y.K. Chan, Leslie S.C. Yip, Andrew ChanThe domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed on time is likely to influence the…
Technology perceptions in employees' use of self-directed learning
David E. Fleming, Andrew B. Artis, Jon M. HawesService firms can improve their adaptability in turbulent environments with knowledgeable employees. Self-directed learning (SDL) is one way that employees can improve knowledge…
Understanding the differences of public and private self-service technology
Joel E. Collier, Daniel L. Sherrell, Emin Babakus, Alisha Blakeney HorkyThe purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private…
Improving service employee work affect: the transformative potential of work design
Steven W. RayburnThe purpose of this article is to employ Self-Determination Theory to explain the mediated impact of work design – empowerment and serial and investiture socialization – on…
Anxiety, crowding, and time pressure in public self-service technology acceptance
Katja Gelbrich, Britta SattlerThe purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum