Table of contents
Service recovery for moderate and high involvement services
Silke Bambauer-Sachse, Landisoa Eunorphie RabesonThe purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus…
Embracing CSR in pro-social relationship marketing program: understanding driving forces of positive consumer responses
Jiyoung Hwang, Jay KandampullyThis purpose of this article is to identify important factors that influence consumers’ responses to pro-social loyalty programs (pro-social LPs). These positive marketing…
Innovation and cause-related marketing success: a conceptual framework and propositions
Michael Christofi, Erasmia Leonidou, Demetris Vrontis, Phillip Kitchen, Ioanna Papasolomou– This paper aims to illustrate how innovation typologies may lead to cause-related marketing (CRM) success when applied to services.
Exploring service failure in a business-to-business context
Xia Zhu, Judy Zolkiewski– This study aims to explore how business-to-business service failures manifest in a manufacturing context.
Exploring customers’ zone of tolerance for B2B professional service quality
Angus Ho, Piyush Sharma, Peter HosieThis paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context of business-to-business (B2B) professional services from both client…
An agency theory scale for financial services
Jon Chiew Kwee Tan, Richard LeeThe purpose of this paper is to draw on agency theory (AT) to develop and validate a scale to investigate customers’ loyalty towards salespersons under agency problems. Especially…
An alternative model of self-service retail technology adoption
Arun Kumar Kaushik, Zillur RahmanThis study aims to extend and revise the basic technology acceptance model (TAM) by analyzing the impact of trust and subjective norm (SN) on consumers’ attitude and behavioral…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum