Table of contents
Perceived managerial sincerity, feedback‐seeking orientation and motivation among front‐line employees of a service organization
Audhesh K. Paswan, Lou E. Pelton, Sheb L. TrueLiterature on the services industry's front‐line employees has largely focused on the relationships between service providers and customers. However, there is increasing…
Engaging customers in service creation: a theater perspective
Jacqueline A. Williams, Helen H. AndersonA theater/drama perspective is used to gain insights into the participatory nature of service creation and to assess the relative importance of service elements across service…
Destination brand images: a business tourism perspective
Graham HankinsonMost studies of destination brand images have been conducted from the perspective of the leisure tourist. This study identifies brand images from a business tourist perspective…
Design and implementation of a service guarantee
Louis FabienTo propose a decision support model that can be used to design, implement and communicate effective and efficient service guarantees.
The impact of mode of operation on sales performance in international services
Ahmet H. KircaTo investigate the impact of current mode of operation on service firms’ sales performance in international markets, and to examine the role of managerial control as a mediator of…
Pricing objectives and pricing methods in the services sector
George J. Avlonitis, Kostis A. IndounasThe purpose of this research paper is to explore the pricing objectives that service companies pursue along with the pricing methods that they adopt in order to set their prices.
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