Purpose – The purpose of this paper is to offer a reflection on the role that meta-analysis can play in theory building for service phenomena. Design/methodology/approach – The paper illustrates the benefits of conducting meta-analysis, presents its basic steps, and then uses an example to...

Purpose – The purpose of this paper is to scrutinize platforms for members to exchange information by information-based online communities (IBOCs, like LinkedIn or Facebook). Because member participation is vital for IBOCs, this research aims to identify and validate factors that drive member...

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...

Bei der Dienstleistungserstellung nimmt die Interaktion zwischen Kundenkontaktmitarbeiterund Kunden eine bedeutende Stellung ein. Auf der einen Seite beeinflusst sie in erheblichemMaße die Wahrnehmung der Kunden. Insbesondere bei komplexen Leistungen ist der Kundenicht oder nur eingeschränkt...