Purpose: Businesses cannot rely on their customers to always do the right thing. To help researchers and service providers better understand the dark (and light) side of customer behavior, this study aims to aggregate and investigate perceptions of consumer ethics from young consumers on five...

Brand related concepts in the business-to-business sector have received little attention. Nevertheless recent research has shown that brand equity exists in business-to-business markets. Thus, brand-building investments in this sector may be worthwhile. Moreover, the brand loyalty concept...

To date, consumer behaviour research is still over-focused on the functional rather than the dysfunctional. Both empirical and anecdotal evidence suggest that service organisations are burdened with the concept of consumer sovereignty, while consumers freely flout the ‘rules’ of social...

Frontline employee behaviours are recognised as vital for achieving a competitive advantage for service organisations. The services marketing literature has comprehensively examined ways to improve frontline employee behaviours in service delivery and recovery. However, limited attention has...

Meeting the challenges of an unstable and unsettled environment is not easy. The recentimpacts on the hospitality services economy of changing technology, mergers of institutions,increasingly demanding consumers and increased competition have created an atmosphere ofvolatility and rapid change....

Magistro darbe yra iškelta pramogų paslaugų marketingo komplekso atitikimo vartotojų poreikiams problema. Darbe išanalizuota ir susisteminta įvairių lietuvių ir užsienio autorių literatūra, publikuoti tyrimai bei apklausų rezultatai, susiję su paslaugų marketingu, marketingo...

Full-text of this article is not available in this e-prints service. This article was originally published in Management Research News, published by and copyright Emerald Publishing Group Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Marketing Practice: Applied Marketing Science, published by and copyright Emerald Group Publishing Ltd.

Purpose - The purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been conducted within the context of professional and retail services, knowledge of mass service contexts is...