Table of contents
Editorial: the role of the editor – managing fair play
Rebekah Russell-Bennett, Steve BaronThis editorial aims to highlight the challenges and dilemmas faced by journal editors and the implications for the editorial process.
Virtual brand community engagement practices: a refined typology and model
Linda D. Hollebeek, Biljana Juric, Wenyan TangDespite Schau et al.’s (2009) pioneering research addressing consumers’ community engagement practices, scholarly understanding of the nature and dynamics characterizing…
Relationship marketing readiness: theoretical background and measurement directions
Christian GrönroosThis paper aims to develop the foundation of a model for assessing relationship marketing readiness (RMR) and provide directions for such an assessment.
All that is solid melts into air: the servicescape in digital service space
David Ballantyne, Elin NilssonThe emergence of new social media is shifting the market place for business towards virtual market space. In the light of the emerging digital space for new forms of marketing…
An empirical examination of the services triangle
Sidney Anderson, Jeffery SmithThe “services triangle” is a dynamic model in which three interlinked entities (customer, employee and firm) combine to create three dyads [employee-firm (EF), customer-firm (CF…
Rethinking functionality and emotions in the service consumption process: the case of funeral services
Bernard Korai, Nizar SouidenThe purpose of this paper is to contribute to the service literature by investigating post-consumption evaluation in the context of unwanted services. In particular, it intends to…
Exploring the “black box” of customer co-creation processes
Jakob Trischler, Simon J. Pervan, Donald Robert ScottMany firms use customer co-creation practices with the aim of benefiting from their customers’ knowledge, skills and resources. This paper aims to explore co-creation processes…
#IHateYourBrand: adaptive service recovery strategies on Twitter
Alexandra K. Abney, Mark J. Pelletier, Toni-Rochelle S. Ford, Alisha B. HorkySocial networks offer consumers the ability to voice their opinions of brands in a real-time, public setting. This represents a unique challenge for firms as brand managers must…
Information richness and trust in v-commerce: implications for services marketing
Thomas Chesney, Swee-Hoon Chuah, Angela R. Dobele, Robert HoffmannThe potential for e-commerce is limited by a trust deficit when traders do not interact in a physical, bricks-and-mortar context. The theory of information richness posits that…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum