Journal of Service Theory and Practice: Volume 25 Issue 6

The effects of price-matching guarantees on consumer response in an online retail context: The moderating role of consumer search costs

Hsin-Hui Lin

The purpose of this paper is to investigate the effects of three price-matching guarantee (PMG) variables, including refund depth, refund period and competitive scope, on consumer…

Consumer delight and outrage: scale development and validation

Maggie Wenjing Liu, Hean Tat Keh

– The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage.

Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies

Víctor Iglesias, Concepción Varela-Neira, Rodolfo Vázquez-Casielles

– The purpose of this paper is to analyze the effects of attributions on the efficacy of service recovery strategies in preventing customer defection following a service failure.

Does employee performance affect customer loyalty in pharmacy services?

Fazlul K. Rabbanee, Oksana Burford, B. Ramaseshan

Employees in community pharmacies play a far significant and distinct role compared to the employees in traditional retail stores. The purpose of this paper is to examine the…

The role of service fairness in the service quality – relationship quality – customer loyalty chain: An empirical study

Apostolos Giovanis, Pinelopi Athanasopoulou, Evangelos Tsoukatos

The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a…

The relationship between non-audit fees and audit quality: dealing with the endogeneity issue

Pedro Carmona, Alexandre Momparler, Carlos Lassala

The purpose of this paper is to explore whether the provision of non-audit services (NAS) by public accounting firms undermines audit quality. The study addresses this question by…

Service employee evaluations of customer tips: an expectations-disconfirmation tip gap approach

Stephen G. Saunders

Many service employees rely on non-contractual voluntary customer tips as a major source of their income. The purpose of this paper is to empirically test the relationship between…

Political orientation and perceived quality of television channels

Alberto Bayo-Moriones, Cristina Etayo, Alfonso Sánchez-Tabernero

– The purpose of this paper is to elucidate the relationship between the political orientation of television viewers and their perception of television programming quality.

Guilt no longer a sin: the effect of guilt in the service recovery paradox

Yin-Hui Cheng, Chia-Jung Chang, Shih-Chieh Chuang, Ya-Wei Liao

Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher…

Organizational justice and personal initiative, mediating role of affective commitment

M. Ángeles López-Cabarcos, Ana Isabel Machado-Lopes-Sampaio-de Pinho, Paula Vázquez-Rodríguez

– The purpose of this paper is to analyze the mediating role of affective commitment (AC) in the relationship between organizational justice (OJ) and personal initiative (PI).

Linking customer verbal aggression and service sabotage

Ching-Wen Yeh

The purpose of this paper is to examine the mechanisms that link customer verbal aggression with service sabotage. Additionally, this study also tests whether emotional dissonance…