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European Journal of Marketing, ISSN 0309-0566, 02/2015, Volume 49, Issue 1/2, pp. 2 - 21
Journal Article
Journal of Business Ethics, ISSN 0167-4544, 05/2019, Volume 156, Issue 2, pp. 473 - 492
Journal Article
Journal of Retailing, ISSN 0022-4359, 2006, Volume 82, Issue 4, pp. 367 - 377
The number of channels that retailers can use interchangeably to provide customer service has increased. We report on a study of clients of a large retail bank... 
Intentions | Multi-channel | Retailing | Satisfaction | multi-channel | QUALITY | FIT PERSPECTIVE | intentions | BUSINESS | LOYALTY | satisfaction | ONLINE | CUSTOMER SATISFACTION | CONSUMER | CONSEQUENCES | retailing | SALES | TECHNOLOGY | COGNITIVE FIT | Retail industry | Consumer behavior | Management | Customer satisfaction | Analysis | Studies | Electronic banking | Telephone banking | Retail banking
Journal Article
Journal of Service Research, ISSN 1094-6705, 2016, Volume 19, Issue 1, pp. 72 - 87
Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in... 
employee emotional competence | emotional intelligence | service encounter | scale development | customer experience | PERFORMANCE | SERVICE ENCOUNTERS | BUSINESS | LOYALTY | FUTURE | STRATEGIES | INTELLIGENCE | RESPONSES | SATISFACTION | INDICATORS | BEHAVIORS
Journal Article
Journal of Service Management, ISSN 1757-5818, 03/2017, Volume 28, Issue 1, pp. 157 - 181
Purpose Consumers’ underlying motives to co-create value are important when determining their willingness to engage in co-creation activities. However, the... 
Motivation | Value | Service co-creation | MANAGEMENT | BEHAVIOR | KNOWLEDGE | SELF | DOMINANT LOGIC | MODEL | LOYALTY | DISCRIMINATION | CUSTOMER SATISFACTION | COPRODUCTION | VALUE COCREATION | Studies | Perceptions | Behavior | Customer relations | Expected values | Consumers
Journal Article
Marketing Theory, ISSN 1470-5931, 06/2015, Volume 15, Issue 2, pp. 221 - 242
The purpose of this article is to further develop the conceptualization of value cocreation by discussing its dimensions and antecedents. We propose that in... 
service interactions | service employees | PERSPECTIVE | EMPLOYEE | CUSTOMIZATION | JOINT ACTION | value cocreation | DOMINANT LOGIC | CO-CREATION | Customers | service-dominant logic | CUSTOMER VALUE | CONCEPTUALIZATION | ENCOUNTERS | TRUST | BUSINESS | VALUE CO-CREATION | SATISFACTION | COMMITMENT | EXPERIENCE
Journal Article
Journal of Service Management, ISSN 1757-5818, 2013, Volume 24, Issue 3, pp. 268 - 293
Purpose - The purpose of this paper is to introduce the concept of Value Fusion to describe how value can emerge from the use of mobile, networked technology... 
Mobile technology | Customer value | Firm value | Social media | Customer engagement value | Value fusion | Experiential value | Customer lifetime value | PERSONALITY | MANAGEMENT | INTERNET | PHONE | ADOPTION | SELF-SERVICE | INTENTIONS | IMPACT | CUSTOMER ENGAGEMENT | CREATION | ACCEPTANCE MODEL
Journal Article
Journal of Service Management, ISSN 1757-5818, 2013, Volume 24, Issue 1, pp. 5 - 24
Purpose - During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers,... 
Rapport | Service encounter | Customer loyalty | Loyalty | Customer satisfaction | Employee emotional competence | QUALITY | MANAGEMENT | PERSPECTIVE | PERFORMANCE | SERVICE ENCOUNTERS | DOMINANT LOGIC | MODEL | INTELLIGENCE | CONSEQUENCES | ANTECEDENTS | PERCEPTIONS
Journal Article
Journal of Air Transport Management, ISSN 0969-6997, 2011, Volume 17, Issue 2, pp. 125 - 128
Some airlines and airports have begun offering a voluntary carbon offsetting service. This article examines the behavior of passengers with respect to their... 
Voluntary carbon offsetting | Theory of planned behavior | Pro-environment consumer behavior | PLANNED BEHAVIOR | ATTITUDE | TRANSPORTATION | Consumer behavior | Ecological footprint | Air travel | Air quality management | Carbon offsets | Marketing | Airlines | Passengers | Carbon dioxide | Emissions control | Air transport | Management | Carbon
Journal Article
International Journal of Manpower, ISSN 0143-7720, 01/2008, Volume 29, Issue 8, pp. 731 - 751
Purpose – although research is emerging, the knowledge base on the evaluative determinants of the effectiveness of corporate employment web sites is still... 
2 International | Employment | Worldwide web | Recruitment | LIKELIHOOD MODEL PERSPECTIVE | MANAGEMENT | PERFORMANCE | SERVICE QUALITY | PERSON-ORGANIZATION FIT | WORLD-WIDE-WEB | INDUSTRIAL RELATIONS & LABOR | CONSUMER | TECHNOLOGY | USER SATISFACTION | APPLICANT ATTRACTION | Surveys | Employment services | Influence | Research | Web sites | Online services | Job applicants | Studies | Hypotheses
Journal Article
Journal of Business & Industrial Marketing, ISSN 0885-8624, 08/1998, Volume 13, Issue 4/5, pp. 406 - 423
As with all relationships, it is commonly agreed on that partners in business must have a high degree of commitment towards their relationship. If commitment... 
Social aspects | Services industry | Marketing | Studies | Relationship marketing | Statistical analysis | Commercial markets | Customer satisfaction | Quality of service | Customer relations | Marketing management
Journal Article
Managing Service Quality: An International Journal, ISSN 0960-4529, 04/2005, Volume 15, Issue 2, pp. 182 - 194
Purpose - Most transactions initiated online are completed by some form of offline fulfilment, i.e. the delivery of the goods to the customer's doorstep. In... 
Services | Internet | Loyalty schemes | Quality | Studies | Consumer behavior | Statistical analysis | Quality of service | Loyalty | Order processing | Electronic commerce
Journal Article
Journal of Service Management, ISSN 1757-5818, 2012, Volume 23, Issue 2, pp. 216 - 252
Purpose - This paper aims to examine communication channels for in-home service provision. In particular, it aims to focus on the joint effect of two... 
Cost-benefit analysis | Service benefits | Communication systems (buildings) | Multichannel | Consumer behaviour | In-home services | Communication channel consideration | Customer participation | MANAGEMENT | INTERNET | BEHAVIOR | MODEL | CONSUMER PERCEPTIONS | SELF-SERVICE | EXPERIENCES | SATISFACTION | USAGE CONTEXT | TASK-TECHNOLOGY FIT | COGNITIVE FIT
Journal Article
Journal of Service Management, ISSN 1757-5818, 04/2012, Volume 23, Issue 2, pp. 216 - 252
Purpose - This paper aims to examine communication channels for in-home service provision. In particular, it aims to focus on the joint effect of two... 
Studies | Customer services | Communication channels | Technological change | Internet | Conjoint analysis | Communication
Journal Article
Journal of Service Management, ISSN 1757-5818, 03/2013, Volume 24, Issue 1, pp. 5 - 24
Purpose - During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers,... 
Studies | Hypotheses | Customer satisfaction | Research & development--R&D | Employees | Loyalty | Emotions | Human relations
Journal Article
Environment and behavior, ISSN 0013-9165, 01/2009, Volume 41, Issue 1, pp. 125 - 146
Understanding proenvironmental consumption behavior may enable companies to establish reputational and competitive advantages. This study generates new... 
Journal Article