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Word of Mouth & New Service Adoption
“Can we Talk: The Impact of Willingness to Recommend on New-to-Market Service Brand Extension Within a Social Network” was recently published by Lerzan Aksoy, Fordham University, Alexander Buoye, IPSOS...
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Job Satisfaction & Service Quality
“The Role and Effect of Job Satisfaction and Empowerment on Customers’ Perception of Service Quality,” by Gabriel Gazzoli of Cesar Ritz Colleges, Switzerland, and Murat Hancer and Yumi Park, both of...
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Job Satisfaction and Empowerment on Customer’s Perception of Service Quality
“The Role and Effect of Job Satisfaction and Empowerment On Customers’ Perception of Service Quality: a Study in the Restaurant Industry,” published by Gabriel Gazzoli, César Ritz Colleges Switzerland,...
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Why and When do Stores With Satisfied Employees Have Satisfied Customers?
Alicia A. Grandey, Pennsylvania State University, Lori S. Goldberg, Personnel Decisions International, Inc., and S. Douglas Pugh, Virginia Commonwealth University, published “Why and When do Stores...
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Serving the Senior Target Market
Vassiliki Grougiou, School of Economics and Business Administration, International Hellenic University, Thessaloniki, Greece, and Simone Pettigrew, Health Promotion Evaluation Unit, University of...
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Customer Satisfaction: Priorities for Improvement
Jason Hargrove (CC BY 2.0) Marketing expert Donald R. Bacon, Professor in the Daniels College of Business at the University of Denver and editor of the Journal of Marketing Education, has a new...
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Want to Build Better Customer Relationships?
If you’d like to create a more satisfying service experience and increase customer “forgiveness” when a service encounter goes wrong, you’ll find useful tips in the latest issue of the Journal of...
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Yes, Looks Do Matter in the Workplace
Victor1558 (cc) An article recently published in Cornell Hospitality Quarterly found that hotel customers prefer physically attractive front desk employees because they “increase the guest’s...
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The Guarantee of Service Guarantees
Hive Mind (cc) When companies offer service guarantees, do they profit from them as much as the consumer does? Dr. Jeffrey Meyer at Bowling Green State University with Dr. Dwayne D. Gremler and Dr....
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How does a merger contribute to firm success?
Are successful mergers only geared to wresting efficiencies? Or can there be other considerations that come into play – and ultimately affect a firm’s financial performance? “How Achieving the Dual...
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Is Joint Achievement of Customer Satisfaction and Efficiency Beneficial in...
[Editor's Note: We're pleased to welcome Vanitha Swaminathan, who collaborated with Christopher Groening, Vikas Mittal, and Felipe Thomaz on their paper "How Achieving the Dual Goal of Customer...
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Announcing the 2013 Journal of Service Research Award Winners!
Congratulations to Crina O. Tarasi, Ruth N. Bolton, Anders Gustafsson and Beth A. Walker, winners of the 2013 Best Article Award from Journal of Service Research! Their award-winning article entitled...
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Why Would You Choose to Revisit a Dissatisfying Restaurant?
We’re pleased to welcome Dr. Gabriele Pizzi of the University of Bologna. Dr. Pizzi recently collaborated with Gian Luca Marzocchi, Chiara Orsingher and Alessandra Zammit on their paper published in...
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About Time: How Temporal Construal Changes Customer Satisfaction
Time works wonders–it’s a familiar saying that speaks to the fluid nature of an individual’s experiences, and how, as time passes, perceptions of those experiences often change. And yet, in customer...
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A Matter of Formality: How Dress Code Can Impact Customer Behavior
How an individual dresses can be quite revealing about their personality and how they would like to be perceived, but there is more to be said on the effect of dress style beyond first impressions....
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Is Value Creation from Human Connection an Area of Opportunity for Companies...
Company executives believe they know the value of their product or service they provide, but the true judge of value comes from the customer’s perspective, which is constantly changing and shaped by...
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Capturing Relative Importance of Customer Satisfaction Drivers Using Bayesian...
[We’re pleased to welcome authors Philippe Duverger and Xiaoyin Wang of Towson University. Duverger and Wang recently published an article in Cornell Hospitality Quarterly entitled “Capturing Relative...
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Service Employee Responses to Angry Customer Complaints
[We’re pleased to welcome authors Christina Jerger of the Catholic University of Eichstaett–Ingolstadt and Jochen Wirtz of the National University of Singapore. They recently published an article in...
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Psychological Capital for Leader Development
[We’re pleased to welcome authors Thiraput Pitichat of Claremont Graduate University. Pitichat recently published an article in Journal of Leadership & Organizational Studies entitled...
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How Do Senior Leaders Navigate the Need to Belong?
[We’re pleased to welcome author Dr. Jessy Zumaeta of the University of Chile and the London School of Economics. Dr. Zumaeta recently published an article in Journal of Leadership & Organizational...
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