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The interaction effects of ego involvement on the relationships between aesthetics, usability and commitment

Sánchez‐Franco, Manuel J.; Martín‐Velicia, Félix A. - In: Online Information Review 35 (2011) 2, pp. 194-216

Purpose – This study aims to investigate how ego‐involvement and the design of online services may be associated with … affective commitment, making the distinction between hedonic and utilitarian services. Design/methodology/approach – This … conclusions. First, that visual aesthetics and usability have a significant effect on the desire to continue using online services …

Persistent link: https://www.econbiz.de/10014966074

Identifying cross‐selling opportunities, using lifestyle segmentation and survival analysis

Ansell, Jake; Harrison, Tina; Archibald, Tom - In: Marketing Intelligence & Planning 25 (2007) 4, pp. 394-410

comparatively rare in marketing, to the cross‐selling of financial services. It shows how planners cannot only identify customers …

Persistent link: https://www.econbiz.de/10014946070

An empirical study of relationship quality in a service setting: a Chinese case

Xiong Chen, Zhen; Shi, Yizheng; Dong, Da‐Hai - In: Marketing Intelligence & Planning 26 (2008) 1, pp. 11-25

Purpose – The paper's aim is to investigate the antecedents and outcomes of the relationship between providers and consumers of a “high‐credence” service, in Hong Kong. Design/methodology/approach – A model of antecedents and outcomes was constructed. Relationship quality was...

Persistent link: https://www.econbiz.de/10014946093

Servicescape matters – or does it? The special case of betting shops

Cockrill, Antje; Goode, Mark; Emberson, Daniel - In: Marketing Intelligence & Planning 26 (2008) 2, pp. 189-206

Purpose – The concept of servicescape and its effect on consumer behaviour has been studied extensively in numerous areas of retailing. However, the role of servicescape in non‐traditional service settings has received comparatively little attention. The aim of this paper is to fill in some...

Persistent link: https://www.econbiz.de/10014946103

The influence of selected factors on perceptions of the general public regarding services provided by medical practitioners

Tait, M.; van Eeden, S.M.; Tait, M. - In: Management Decision 41 (2003) 3, pp. 262-266

fraternity exits. The medical profession exists within the ambit of services marketing. Attempts to improve the service delivery … should be studied within this framework. Medical doctors are in short supply and complaints regarding the services provided …

Persistent link: https://www.econbiz.de/10014932379

Identification and management of high‐potential professional services

Smedlund, Anssi - In: Management Decision 46 (2008) 6, pp. 864-879

Purpose – In professional services, innovation occurs in the delivery. The purpose of this paper is to provide a … framework for classifying innovation in professional services by taking into account the strength of the relationship with the … provided, there are operational, experimental, tactical, and high‐potential professional services, the characteristics of which …

Persistent link: https://www.econbiz.de/10014932876

The customer satisfaction‐customer loyalty relationship

Martins Gonçalves, Helena; Sampaio, Patrícia - In: Management Decision 50 (2012) 9, pp. 1509-1526

Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention...

Persistent link: https://www.econbiz.de/10014933292

Networked new service development process: a participant value perspective

Makkonen, Hannu; Komulainen, Hanna - In: Management Decision 52 (2014) 1, pp. 18-32

Purpose – The purpose of this paper is to shed light on perceived value for the participating actors during the new service development (NSD) process. The authors are particularly interested in how participant value emerges in a multi-actor NSD process and how it can be conceptualized....

Persistent link: https://www.econbiz.de/10014935267

E‐business: linking available services and entrepreneurs’ needs

Yrle, Augusta C.; Hartman, Sandra J.; Walsh, Kenneth R. - In: Journal of Small Business and Enterprise Development 11 (2004) 3, pp. 390-399

‐based services from an application service provider (ASP), effectively reduces cost and risk while preserving the competitive …

Persistent link: https://www.econbiz.de/10014902947

E‐business in professional SMEs: the case of New Zealand

Ramsey, Elaine; McCole, Patrick - In: Journal of Small Business and Enterprise Development 12 (2005) 4, pp. 528-544

Purpose – The aim of this study is to understand why some New Zealand firms in the professional services industries …

Persistent link: https://www.econbiz.de/10014903001