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Purpose – The purpose of this research is to investigate the direct and moderating effect of negative affectivity (NA) (Study 1) and self‐efficacy (Study 2) on the relationship between customer verbal aggression and three forms of emotion‐focused coping strategies: behavioral disengagement,...
Purpose – The purpose of this study is to provide insights into the role of governance mechanisms in fostering innovativeness in horizontal service cooperations. Design/methodology/approach – Data were collected from 225 horizontal service cooperations in the logistics industry via an online...
Purpose – This paper seeks to contribute to the discussion of relationship marketing in professional services firms (PSF). The process of dialogical interaction with clients is central to relationship marketing. However, client dialogue may fall dormant if not properly cultivated by employees...
Purpose – The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction and e‐shopping intention); and test the moderating effects of consumer experiential e‐shopping...
Purpose – In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play an increasingly important role in the retail experience where waits are often...
Purpose – This paper aims to examine communication channels for in‐home service provision. In particular, it aims to focus on the joint effect of two converging trends: the increase of in‐home services involving high degrees of customer participation;and the extension of the number of...
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