In complex-negative services such as healthcare, service providers often confront ethical dilemmas, which are often resolved through the use of an ethics committee (EC). These dilemmas commonly surround difficult issues such as end-of-life care and conflict among caregivers of a disabled...

Several studies have previously documented the existence of a perception gap -- the extent to which quality-of-life ratings provided by nursing home residents and caregivers diverge. In this study we use Helson's adaptation-level theory to investigate three types of antecedents: (a) focal...

We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies — an experiment, a survey, and secondary data. In the first study, tie strength and...

The dominance of the internet as a shopping and distribution channel also necessitates an understanding of e-service quality. Using means-ends-chain theory, we develop a conceptual framework to understand the different models and the associated multiple measures that have been developed to...