Table of contents
The impact of affect on service quality and satisfaction: the moderation of service contexts
Ying Jiang, Cheng Lu WangAs an alternative explanation of incongruent findings in the literature, the purpose of the present study is to introduce the concept of hedonic versus utilitarian service context…
A confirmation perspective on perceived service quality
Lawrence O. HamerThe paper seeks to provide a theoretical and empirical investigation of the relationship between consumer expectations and consumer perceptions of service quality.
The effectiveness of environmental claims for services advertising
Ricky Y.K. Chan, T.K.P. Leung, Y.H. WongThe purpose of this study is to explore how different types of environmental claims may affect the communication effectiveness of environmental advertising. Two two moderating…
What factors influence customer‐oriented prosocial behavior of customer‐contact employees?
Yong‐Ki Lee, Jung‐Heon Nam, Dae‐Hwan Park, Kyung Ah LeeThe purpose of this study is to analyze the structural relationship between empowerment, service training, service reward, job attitudes such as job satisfaction and…
Exploring the role of culture in trust development with service providers
Jaebeom Suh, Swinder Janda, Sunhee SeoThe purpose of this study is to explore how customers from different cultures develop trust with service providers to uncover underlying dimensions of trust development for…
Gender bias in customer evaluations of service quality: an empirical investigation
Robin L. Snipes, Neal F. Thomson, Sharon L. OswaldThe presence of gender biases in performance evaluations has been previously demonstrated in a number of studies. This study aims to extend current research by examining gender…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum