This paper outlines the development of research in the domain of service (s) marketing from
its birth as an area of academic study in the 1960s/1970s to the current time. It identifies four …

Efforts to measure customer experiences (CX) in multifaceted, omnichannel, retail contexts
are crucial but lacking research guidance. Prior service quality literature has established …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

This research examines users' motives for adopting and using social networking sites
(SNSs), with the aim of providing a better understanding of the fundamental reasons behind …

This study provides the first critical and systematic investigation of the literature on Means-
End Chain theory after the ground-breaking book “Understanding Consumer Decision …

With the increasing popularity of social media, understanding online consumer behaviors is
becoming increasingly important for researchers in this field and practitioners who manage …

This study contributes to understanding the role of trust in business-to-business
relationships at two different levels of operation: the inter-personal and inter-organizational …

Abstract Drawing on Appraisal Theory, this study explores the psychological impact of
technology adoption during the first year of the COVID-19 pandemic on UK Higher …

Mobile apps redistributing surplus food are receiving increased attention for their
sustainability benefits. Nevertheless, there is limited research on the opportunities created …

Purpose–Using a realist perspective, this paper seeks to investigate how complaining
customers want to be treated by frontline employees in personal complaint handling …