Table of contents
Services advertising and providing services on the Internet
Lynette Knowles Mathur, Ike Mathur, Kimberly C. GleasonThe stock price reactions to announcements of advertising services and providing services on the Internet are examined in this paper. The overall results suggest that…
Role theory, role management and service performance
Anne J. BroderickOutlines the essential elements of a role theoretical perspective and explores its potential importance to service performance in people‐based service encounters. Drawing on…
The effect of guarantees on consumers’ evaluation of services
Amy L. Ostrom, Dawn IacobucciRecently, several service firms (e.g. Hampton Inn, Delta Dental Plan of Massachusetts) have successfully implemented service guarantees. Little research, however, has been done…
A customer‐oriented framework for empowering service employees
Mohammed Rafiq, Pervaiz K. AhmedWhile a great deal has been written on the subject of empowerment of employees in the manufacturing industries, its application in the services area is relatively under‐developed…
The impact of outcome, competency and affect on service referral
Madeline Johnson, George M. Zinkhan, Gail S. AyalaProposes a model to explain consumers’ willingness to recommend a service provider. The model considers four predictors of this phenomenon: affect, outcome, competency and…
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum