Purpose–The keys to effective service recovery are familiar to many throughout industry and
academia. Nevertheless, overall customer satisfaction after a failure has not improved, and …

Purpose–The purpose of this paper is to assess developments in the service literature over
the last six years and to lay out some challenges and opportunities for the operations …

Four characteristics have been regularly applied to services: intangibility, heterogeneity,
inseparability, perishability (IHIP). More and more exceptions occur which have resulted in …

Purpose–The purpose of this paper is to explore the effects of Malaysian consumers'
personal values and sales promotion preferences on their overall behavioural intention and …

Purpose–Based on a review of the literature, this paper sets out to suggest that an
organisation's service recovery procedures lead to three distinct outcomes; customer …

Untitled Page 1 Page 2 Sabine Fließ Dienstleistungsmanagement Page 3 Sabine Fließ
Dienstleistungsmanagement Kundenintegration gestalten und steuern Page 4 …

Smart healthcare has become one of the most important issues for practitioners and
researchers. In this study, we investigated the effects of social popularity and time scarcity on …

Although money-back guarantees (MBGs) have a long tradition in marketing and retailing
practice, a deeper understanding of how consumers value this instrument is still lacking. The …

Retailers use both pricing and service strategies to respond to intensified competition. Here
we develop a duopoly model to investigate the impact of the increasingly popular …

Purpose–The purpose of this paper is to examine the influence of various sources of
negative electronic word-of-mouth (eWOM) and negative personal word-of-mouth (pWOM) …