Table of contents
The power of explanations in mitigating the ill‐effects of service failures
Anna S. MattilaTo examine the role of explanations in influencing customer perceptions of service failures, this study investigated the impact of two types of explanations: retrospective excuses…
Building a customer base in the electronic marketplace: an empirical exploration of the e‐tailing industry
Pingjun Jiang, James TalagaBuilding a customer base as an outcome of customer satisfaction has not been investigated empirically in e‐tailing industry. This paper seeks to fill this gap in the literature.
The impact of involvement on satisfaction for new, nontraditional, credence‐based service offerings
Penelope J. Prenshaw, Stacy E. Kovar, Kimberly Gladden BurkeThe purpose of this study is to examine the satisfaction formation process under conditions of varying involvement for new, nontraditional, credence‐based service offerings.
Online service failure, consumer attributions and expectations
Katherine E. Harris, Lois A. Mohr, Kenneth L. BernhardtThe purpose of this paper is to examine the differences in consumers' attributions of blame for service failures and its affect on their expectations for recovery in both online…
A service perspective on modelling intentions of on‐line purchasing
David Hackman, Siegfried P. Gundergan, Paul Wang, Kerry DanielThe purpose of this study is to examine the relationships between behavioural intentions and its antecedent factors in online services settings.
The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions
Brendan Phillips, Thomas Tsu Wee Tan, Craig JulianThe research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum