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Kaya, Sezgin; Williams, Bernard - In: Journal of Corporate Real Estate 7 (2005) 2, pp. 154-163

workplaces through forming and re‐forming groups, teams and business units, so causing ‘churn’ in workplaces. The aim of this … paper is to present research evidence on churn strategies and approaches extracted from the Centre for Facilities Management … world. The different approaches are analysed systematically to understand the possible impact of churn on business and how …

Persistent link: https://www.econbiz.de/10014851836

The effect of brand on churn in the telecommunications sector

B. Svendsen, Gunnvald; K. Prebensen, Nina - In: European Journal of Marketing 47 (2013) 8, pp. 1177-1189

satisfaction and perceived switch costs on churn in the mobile telecommunications market. Design/methodology/approach – The study … n =976 (wave 2). Churn is measured as change in the mobile network provider between the two waves. The data are analysed … satisfaction and provider. Gender has no significant effect on churn. Provider effects are interpreted as effects of brand image …

Persistent link: https://www.econbiz.de/10014722933

From SNS stressors’ perspectives to understand prosocial behavior: a contingency model

Hsu, Li-Chun; Kao, Hsin-Yi - In: Journal of Contemporary Marketing Science 6 (2023) 3, pp. 165-188

Purpose With the high penetration rate of the Internet and the prevalence of social networking sites (SNSs), the negative emotions caused by stressors on SNS have become an important issue worthy of attention. This study explored the relationship between SNS stressors, negative emotions and...

Persistent link: https://www.econbiz.de/10014850586

New aspects of research to assess and manage critical incidents in service encounters

Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International Journal of Contemporary Hospitality Management 27 (2015) 1, pp. 27-51

Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or...

Persistent link: https://www.econbiz.de/10014764235

Roles of negative emotions in customers’ perceived helpfulness of hotel reviews on a user-generated review website

Lee, Minwoo; Jeong, Miyoung; Lee, Jongseo - In: International Journal of Contemporary Hospitality Management 29 (2017) 2, pp. 762-783

Purpose This paper aims to explore how emotional expressions embedded in online hotel reviews influence consumers’ helpfulness perceptions. In particular, this study develops and tests hypotheses analyzing empirical data with a text-mining method in the context of hotels to investigate how...

Persistent link: https://www.econbiz.de/10014765008

Understanding negative emotions in services through teleological actions

Padin, Carmen; Svensson, Göran - In: International Journal of Quality and Service Sciences 9 (2017) 1, pp. 67-84

Purpose The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred. Design/methodology/approach Three categories of teleological actions...

Persistent link: https://www.econbiz.de/10014802619

Negative emotions in Mexican, Puerto Rican and Spanish hospitals

Otero-Neira, Carmen; Padin, Carmen; Sosa Varela, Juan Carlos - In: International Journal of Quality and Service Sciences 8 (2016) 1, pp. 17-37

Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and...

Persistent link: https://www.econbiz.de/10014802710

Price unfairness: the indirect effect on switching and negative word‐of‐mouth

Pizzutti dos Santos, Cristiane; Basso, Kenny - In: Journal of Product & Brand Management 21 (2012) 7, pp. 547-557

Purpose – This study aims to present and test a conceptual framework for the consequences of price unfairness, positing trust and emotions as two important mediators of the perception of price unfairness and its relationship to switching and negative word‐of‐mouth intentions....

Persistent link: https://www.econbiz.de/10014896342

Service receivers' negative emotions in airline and hospital service settings

Petzer, Daniel J.; De Meyer, Christine F.; Svari, Sander; … - In: Journal of Services Marketing 26 (2012) 7, pp. 484-496

Purpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A descriptive, convenience sampling survey method was used to collect data in South Africa...

Persistent link: https://www.econbiz.de/10014905406

Multi-level loyalty program rewards and their effects on top-tier customers and second-tier customers

Colliander, Jonas; Söderlund, Magnus; Szugalski, Stefan - In: Journal of Consumer Marketing 33 (2016) 3, pp. 162-171

Purpose The purpose of the paper is to examine how members at different levels in a multi-level loyalty program react when they are allowed the opportunity to compare the rewards they receive with the rewards received by other members. The authors believe this is crucial, as previous research...

Persistent link: https://www.econbiz.de/10014849959