Purpose – The purpose of this study is to empirically test and extend knowledge of the determinants of customer‐oriented behavior (COB) of service providers in an affective, high contact service setting (healthcare). Design/methodology/approach – The authors examine the relative effects of...

Purpose – The purpose of this empirical paper is to explore for the first time, in a temporal sequence of events framework, how the various forms of justice (procedural, interactional and outcome) impact on customer satisfaction with service recovery. Design/methodology/approach – Employing...

Services represent the fastest growing portion of the world economy, yet they are still vastly under‐represented in the export packages of most countries. Services present unique challenges that make exporting potentially more difficult and riskier than for goods industries, yet they also...

Most previous research in the domain of relationship marketing has focused on the antecedents of loyalty and commitment in industrial markets, distribution channels or consumer goods. This study, however, models the antecedents of clients’ relationship commitment in the context of a...

Purpose The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when subjected to customer aggression. Importantly, it adopts a contingency approach and examines moderating...