Table of contents
Modeling customer satisfaction and loyalty: survey data versus data mining
Chris Baumann, Greg Elliott, Suzan BurtonThe loyalty literature has investigated the association between customer satisfaction and customer loyalty and revealed mixed results. Some studies have indicated that the…
The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity
Namin Kim, Francis M. UlgadoThe present study compares two types of compensation – i.e. on‐the‐spot and delayed – and tries to reveal how and when firms can utilize delayed compensation effectively. For…
Complementary effects of relational bonds in information asymmetry contexts
Prithwiraj Nath, Avinandan MukherjeeThe marketing literature theorizes the adoption of the relationship marketing paradigm to foster stronger customer relationships. However, empirical evidence is scarce on how…
Predicting negative consumer reactions to services offshoring
Shawn T. Thelen, Terri ShapiroThe purpose of this paper is to examine behavioral changes by consumers (i.e. changing time of day they contact a firm, requesting a domestic service provider, and ceasing doing…
Servicescape interior design and consumers' personality impressions
Ulrich R. Orth, Frauke Heinrich, Keven MalkewitzThe personality impressions evoked by service environments play a key role in attracting and retaining customers. This paper explores the interior design of service and retail…
The effects of dining atmospherics on behavioral intentions through quality perception
Jooyeon Ha, SooCheong (Shawn) JangThis study aims to identify how the perception of atmospherics in an ethnic restaurant setting influences customers' perceptions of service quality and food quality, as well as…
Customer creation of service products: role of frustration in customer evaluations
Priyanko Guchait, Karthik NamasivayamThe paper models psychological processes in consumers' evaluation of an exchange and proposes frustration as a mediating mechanism explaining the relationship between consumers'…
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