Insights into service operations management: a research agenda
This paper offers insights regarding an agenda for service operations management (SOM)
research. First, we motivate the need for an SOM research agenda. Second, we offer a …
research. First, we motivate the need for an SOM research agenda. Second, we offer a …
A review of customer citizenship behaviors in the service context
During the last two decades, studies on customer citizenship behavior in the service context
have gained the attention of researchers. However, there is no comprehensive review …
have gained the attention of researchers. However, there is no comprehensive review …
[BOOK][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer
RL Oliver - 2014 - taylorfrancis.com
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Service research priorities in a rapidly changing context
The context in which service is delivered and experienced has, in many respects,
fundamentally changed. For instance, advances in technology, especially information …
fundamentally changed. For instance, advances in technology, especially information …
Unraveling the personalization paradox: The effect of information collection and trust-building strategies on online advertisement effectiveness
Retailers gather data about customers' online behavior to develop personalized service
offers. Greater personalization typically increases service relevance and customer adoption …
offers. Greater personalization typically increases service relevance and customer adoption …
Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status
K Boonlertvanich - International Journal of Bank Marketing, 2019 - emerald.com
Purpose The purpose of this paper is to develop a comprehensive model representing the
relationships among service quality, customer satisfaction, trust and loyalty in a retail …
relationships among service quality, customer satisfaction, trust and loyalty in a retail …
Effect of corporate social responsibility on consumer satisfaction and consumer loyalty of private banking companies in Peru
This study aimed to determine the effect of corporate social responsibility (CSR) on
consumer satisfaction and loyalty in the Peruvian private banking sector. A total of 390 bank …
consumer satisfaction and loyalty in the Peruvian private banking sector. A total of 390 bank …
Does citizen coproduction lead to better urban services in smart cities projects? An empirical study on e-participation in a mobile big data platform
With contemporary development of digital technology and smart cities initiatives, citizen co-
production has created a new government-citizen interface. However, it remains …
production has created a new government-citizen interface. However, it remains …
Innovation and business success: The mediating role of customer participation
Innovation and the customer participation are central issues in research focusing on the
performance of firms. However, the current literature offers little guidance on the extent of …
performance of firms. However, the current literature offers little guidance on the extent of …
Service quality in multichannel services employing virtual channels
Services employing virtual channels of delivery such as the Internet are typically
multichannel. Service quality research in traditional services and, more recently, in e …
multichannel. Service quality research in traditional services and, more recently, in e …