Table of contents
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Cécile Delcourt, Dwayne D. Gremler, Allard C.R. van Riel, Marcel van BirgelenDuring service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers, which in turn often leads to…
Having a strategy for new service development – does it really matter?
Bo Edvardsson, Thomas Meiren, Adrienne Schäfer, Lars WitellThe aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised…
Trust development in e‐services: a cohort analysis of Millennials and Baby Boomers
Michael Obal, Werner KunzBuilding trust is crucial for e‐service providers looking to develop long‐term customer relationships. But consumers from dissimilar demographic groups behave differently…
Primacy versus recency effects in extended service encounters
Ina Garnefeld, Lena SteinhoffCustomer satisfaction formation represents a dynamic phenomenon, especially in extended service encounters. A single service encounter may have an extended duration and feature…
“Tailoring” customization services: Effects of customization mode and consumer regulatory focus
Yonggui Wang, Jay Kandampully, He (Michael) JiaThe aim of this article is to examine the interaction effect of customization mode and regulatory focus on the “tailoring” outcomes of customized services in both the number of…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully