Table of contents
Factors influencing consumer forgiveness: a systematic literature review and directions for future research
Yungchul Kim, Ting Hin Ho, Lay Peng Tan, Riza CasidyConsumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides…
Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction
Xin Zhao, Na Fu, Xiaoning LiangTeam leaders play a vital role in achieving superior team performance. However, their role in implementing the organizational customer orientation strategy is not well understood…
Gig worker typology and research agenda: advancing research for frontline service providers
Alexander Davidson, Mark R. Gleim, Catherine M. Johnson, Jennifer L. StevensThe unique employment status of gig workers as independent contractors and their impact on consumers provide an important opportunity for the current research to understand gig…
How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context
Frederic Dreher, Tim StröbelThe aim of this paper is to gain insights from a case study into how gamified loyalty programs enable and facilitate value co-creation and what underlying purpose organizations…
Antecedents and consequences of effective customer participation: the role of customer education and service modularity
Syed Aamir Ali Shah, Muhammad Shakeel Sadiq Jajja, Kamran Ali ChathaUsing multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala