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...

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...

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...

Enterprise development programs recognize 'gender' as an important cross-cutting issue. Strategy to address gender, however, is loosely defined with interpretations varying across agencies. Many such programs consider 'gender' more like an 'annex' rather than effectively addressing gender issues...

Purpose : The purpose of this paper is to examine the explanatory power of internationalisation theory for service firms internationalising into China. Design/Methodology/Approach : Interviews were conducted with Australian based 23 service businesses that had entered China. Internationalisation...

The Region of South Bohemia is perceived as a traditional destination in the tourism market of the Czech Republic. One of the essential principals for success and competitiveness of a destination in the tourism market is the cooperation of involved subjects at all levels, which must be...

In a history-based trust-management system, users and service providers use information about past transactions to make trust-based decisions concerningcurrent transactions. One category of such systems is represented by the reputation systems. However, despite the growing body of experience in...

In this paper, we study the local dial-up Internet access market using a game theoretic model. Inparticular, we consider the Nash equilibrium of the service providers and examine their behavioron investment and output level. We calibrate this model to fit the industry structure and datafound in...

Purpose – The purpose of this paper is to examine the impact of self-congruence on consumer satisfaction with services and to develop and test a conceptual model of the antecedents and consequences of consumer satisfaction in the hospitality industry. Design/methodology/approach – The...

Purpose - Arguing that increasing use of information and communication technologies (ICT) is shifting market power from suppliers to consumers, the ensuing consumer empowerment is presented as an unintended consequence of marketing. Marketing implications arising from this consumer empowerment...