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Purpose – This paper aims to report findings from an exploratory empirical study focusing on an application of mass customization in financial services. Based on the study of configurations and usage data, the authors evaluate a series of hypotheses relating to the interplay of adoption and...
Purpose – The purpose of this study is to develop a valid and reliable instrument to measure the corporate reputation of large service organizations. The validity of a discipline’s constructs is a prerequisite for effective theory development and testing. Construct validity thus lies at the...
Purpose – The purpose of this paper is to develop and validate a client-based reputation of business-to-business professional services firms scale (PSF-Rep) which measures clients’ perceptions of the reputation of professional service provider firms. So far, no multidimensional scale exists...
Purpose – This paper aims to begin to remedy deficiencies in the understanding of how the increased focus on service, even in manufacturing environments, relates to consumer desire for relationships. The role of relationships in both services and physical goods has taken on a new meaning that...
Purpose – The purpose of this paper is to develop an instrument to measure service competencies and explore the relationship between service competencies and service quality. Design/methodology/approach – Data were gathered from 207 frontline employees (FLEs). A confirmatory factor analysis...
Purpose – This study aims to examine how the temporal aspect of service consumption impacts the emotions that are created within consumers during service encounters. Design/methodology/approach – The authors adopted mobile phone or ‘SMS’ diaries to capture the emotions that participants...
Purpose – The purpose of this study is to explore consumers’ overall attitude toward relationship marketing and to determine the influence of consumers’ overall attitude on consumers’ intentions and behaviors. Many services companies practice relationship marketing and customer...
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