Purpose – Nurses in hospital settings are a primary contact point and the way their behaviors are perceived by patients is a critical determinant of overall patient satisfaction. The purpose of this paper is to empirically test and extend knowledge of the determinants of customer‐oriented...

Purpose – The purpose of this study is to empirically test and extend knowledge of the determinants of customer‐oriented behavior (COB) of service providers in an affective, high contact service setting (healthcare). Design/methodology/approach – The authors examine the relative effects of...

Purpose – The purpose of this empirical paper is to explore for the first time, in a temporal sequence of events framework, how the various forms of justice (procedural, interactional and outcome) impact on customer satisfaction with service recovery. Design/methodology/approach – Employing...

Because service encounters and service relationships are first and foremost social encounters, norms and expectations related to such encounters are likely to vary from culture to culture, but especially between high context Eastern, collectivist and low context, Western individualistic...