Table of contents
Scaring the bras off women: The role of threat appeal, brand congruence, and social support in health service recruitment coping strategies
Jessica Mayer, Nadia Zainuddin, Rebekah Russell-Bennett, Rory Francis MulcahyThe purpose of this paper is to understand the role of perceived threat, brand congruence, and social support on consumer coping strategies for a preventative health service.
Applying Schema Resonance Model in live chat e-service
Xu Song, Cindy T. ChristenLive chat e-service provides a communication platform for online customers to make information inquiries and receive instantaneous assistance from a service representative. It is…
Customer value cocreation activities: An exploration of psychological drivers and quality of life outcomes
Tram-Anh N. Pham, Jillian C. Sweeney, Geoffrey N. SoutarThe purpose of this paper is to suggest a typology of customer value cocreation activities and explore the psychological drivers and quality of life outcomes of such activities in…
Customers’ value co-creation with healthcare service network partners: The moderating effect of consumer vulnerability
Jiyoung KimThe purpose of this paper is to identify customers’ service network partners in medical encounters and demonstrate the extent to which customers’ evaluation of each co-creation…
How does dysfunctional customer behavior affect employee turnover
Taeshik Gong, Chen-Ya WangDysfunctional customer behavior is believed to engender employee stress and, in turn, fuel employee turnover. However, little research has examined the moderating role of…
A transformative value co-creation framework for online services
Joy Parkinson, Rory Francis Mulcahy, Lisa Schuster, Heini TaiminenOnline offerings for transformative services create value for consumers, although little research examines the process through which these services deliver this value. The purpose…
Exploring the moderating role of construal levels on the impact of process vs outcome attributes on service evaluations
Aruna Divya Tatavarthy, Swagato Chatterjee, Piyush SharmaThe purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process and…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala