Table of contents
The implications of company‐sponsored messages disguised as word‐of‐mouth
Vincent P. MagniniThe research objectives of this paper are to propose explanations for why some service firms are disguising commercially sponsored messages as genuine word‐of‐mouth (W‐O‐M) and to…
The effect of inconsistent word‐of‐mouth during the service encounter
Xuehua WangThis study aims to investigate the effects of inconsistent word‐of‐mouth on service quality perception and purchase intention during the service encounter.
Exploring the consequences of brand credibility in services
Tae Hyun Baek, Karen Whitehill KingThe purpose of this study is to investigate whether the framework of brand credibility effects is applicable to service categories and to examine if brand credibility's impact…
Do relationship benefits and maintenance drive commitment and loyalty?
Tracey S. Dagger, Meredith E. David, Sandy NgThis paper seeks to examine the central role that commitment plays in driving customer loyalty and to identify the effect that confidence, social and special treatment benefits as…
Inward internationalization of consumer services: lessons from Australian firms
Constanza BianchiThe aim of this paper is to explore the inward internationalization process of consumer services. It also aims to conduct a review of the service internationalization literature…
Customers' relationship expectations and costs as segmentation variables: preliminary evidence from banking
Sergios DimitriadisThis paper aims to explore benefits customers expect from a long‐term relationship with their bank and the costs associated with such a relationship; it further tests these…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum