Purpose The purpose of this paper is to examine whether explicitly communicating the customer’s resource integrating … existing research on value propositions, three effectiveness criteria are used: role clarity, expected customer value, and … purchase intention. Two experiments manipulating the presence of the customer’s resource integrating role in value propositions …

liberalization and increased competition with alternative communication channels (e-substitution). As a result, the mail volume …

Purpose This paper aims to present the triggers of negative customer emotions during a call center encounter and the … urgency, reduced customer control and uncertainty underlie this emotional experience. Triggers include assessments of …. Customer may remain loyal after a frustrating encounter if they believe that alternative services will be no better. Research …

managers and academicians. The study will help managers develop a better understanding of customer's mall preferences and …

Purpose This study aims to investigate the factors that drive the tourist customer experience around theming. Theming … is considered vital to creating a memorable customer impression. Design/methodology/approach The cruise industry was … were found to be the most important drivers for the customer experience. Theming was less reliant on design and music …

managers away from a focus on tax compliance, to a greater customer focus. This extends understanding of the relationship … regulators and regulatees, as professionals are co-opted into management roles that encompass greater customer orientation … extent to which hybrid managers embrace a greater customer orientation) the findings also show a more novel third response …

Purpose – The purpose of this study is to develop a comprehensive model of retailer–customer relationship. Design … of quality of services. It is also found that apart from store-level attributes, customer-level attributes also play an … important role in retailer–customer long-term relationships. Practical implications – Retailers would be benefited by an in …