Table of contents
The effects of service on multichannel retailers ' brand equity
Ryan C. White, Sacha Joseph-Mathews, Clay M. VoorheesThis research aims to provide insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extend and test the…
The servicescape as an antecedent to service quality and behavioral intentions
Daire Hooper, Joseph Coughlan, Michael R. MullenThe purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in…
Managing customer misbehavior: challenges and strategies
Lloyd C. Harris, Kate DauntIn this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that…
An examination of consumers ' resistance to computer-based technologies
Athanasios G. Patsiotis, Tim Hughes, Don J. WebberThis paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish…
Towards an approach to signage management quality (SMQ)
Angelo BonfantiThe paper aims to go through signage management from the standpoint of the user in a service quality perspective and by three principal means. First, it gives a literature review…
The role of employee job satisfaction in strengthening customer repurchase intentions
Spiros Gounaris, Achilleas Boukis– The purpose of this paper is to examine the role of front line employee job satisfaction in customers ' behavioral intentions.
Beyond loyalty: customer satisfaction, loyalty, and fortitude
Martin Fraering, Michael S. Minor– This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community.
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum