Table of contents
Service interactions and subjective well-being in later life
Cécile Plaud, Samuel GuillemotThe purpose of this paper is to examines the positive and negative impact of service provider experiences on the process of identity adjustment and how they can lead to subjective…
Other customer age: exploring customer age-difference related CCI
Richard Nicholls, Marwa Gad MohsenThis study aims to explore the relevance of customer age differences (CADs) in the context of customer-to-customer interaction (CCI) within various service domains. It provides a…
Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture
Chuanchuen Akkawanitcha, Paul Patterson, Siriwut Buranapin, Saranya KantabutraThis research aims to examine the cognitive appraisals of frontline employees (FLEs) when dealing with aggressive customers and the impact on their well-being, as well as several…
A framework for encouraging retail customer feedback
Kevin Celuch, Nadine M. Robinson, Anna M. WalshThe purpose of this study is to examine antecedents of the under researched area of customer feedback in a retail context with feedback defined as positive and negative comments…
Selected dimensions of service gender: a study of perceptions of Generation Y
Joanna Phillips Melancon, Lukas P. Forbes, Douglas FugateThis paper aims to investigate how changes in technology and gender roles have changed Generation Y’s (Gen Y) perception of the gender of services from previous studies. Although…
The market performance indicator: a macro understanding of service provider switching
Steven D'Alessandro, Lester Johnson, David M. Gray, Leanne CarterThe purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI…
Responses to customized products: the consumers’ behavioral intentions
Pingjun Jiang, Siva K Balasubramanian, Zarrel V. LambertThe purpose of this paper is to make contributions toward new knowledge and understanding of how marketers can provide effective online customization experiences for customers…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum