Purpose – The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes. Design/methodology/approach – This conceptual paper draws upon prior theory and empirical...

Purpose This study aims to propose the emotional response of gratitude as a mediating mechanism to explain the relationship between perceptions of a service organisations’ relationship marketing investments, customer cynicism and reciprocity and overall satisfaction. Further, the study seeks...

Purpose – Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship management strategy. This study aims to examine the influence of implicit service guarantees on two important...

Purpose – The domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed on time is likely to influence the importance of convenience. Prior studies call for the investigation of convenience beyond the store context; and...

Purpose – The purpose of this paper is an exploratory study of customers’ “lived” experiences of commercial recommendation services to better understand customer expectations for personalization with recommendation agents. Recommendation agents programmed to “learn” customer...

Purpose – This research aims to examine the buffering effect of a firm's religious association on customer reactions to a service failure. Design/methodology/approach – Two scenario-driven studies containing religious and non-religious reasons for a store closing were conducted. Findings –...

Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure...

Purpose The purpose of this study is to investigate older shopper behavior in a retail environment. The study focused on how the environment elements of supermarket stores influence older customers to interact with other customers when they shop for groceries. Design/methodology/approach Various...

Purpose – The purpose of this paper is to apply theory and techniques from the services and marketing literature to a supply-chain context consisting of a shipper or seller, a customer or buyer and a third-party logistics service provider (3PL) to investigate corporate brand equity resulting...

Purpose The existing literature dealing with attractiveness during a service encounter focuses on employee attractiveness and its consequences. This paper aims to consider the other side of the coin by focusing on customers’ attractiveness. Design/methodology/approach On the basis of two...