Table of contents
Accessing resources for service innovation – the critical role of network relationships
Helena Rusanen, Aino Halinen, Elina JaakkolaThis paper aims to explore how companies access resources through network relationships when developing service innovations. The paper identifies the types of resource that…
How technical and functional service quality drive consumer happiness: Moderating influences of channel usage
Arne De Keyser, Bart LariviereThis study aims to investigate the impact of technical (i.e. what is delivered) and functional (i.e. how is it delivered) service quality on consumer happiness in a multichannel…
Creators, multipliers, and lurkers: who contributes and who benefits at online review sites
Andreas Munzel, Werner H. KunzAs the internet has become an increasingly relevant communication and exchange platform, social interactions exist in multiple forms. The research aims to integrate a multitude of…
A longitudinal examination of customer commitment and loyalty
Bart Lariviere, Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Edward C. MalthouseThis study aims to provide the first longitudinal examination of the relationship between affective, calculative, normative commitment and customer loyalty by using longitudinal…
Who needs delight?: The greater impact of value, trust and satisfaction in utilitarian, frequent-use retail
Sandra Maria Correia Loureiro, Francisco J. Miranda, Michael BreazealeThe aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for…
How organizational pride and emotional exhaustion explain turnover intentions in call centers: A multi-group analysis with gender and organizational tenure
Tobias Kraemer, Matthias H.J. GouthierPersonnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands-resources model, this study aims to examine how…
The effects of promotion framing on consumers' price perceptions: The moderating role of a personal sense of power
Choongbeom Choi, Anna S. MattilaThe use of price-based promotions is common in the service industry due to their positive impact on sales in the short run. To gain a better understanding of the effectiveness of…
ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully