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Purpose – This study aims to extend and revise the basic technology acceptance model (TAM) by analyzing the impact of trust and subjective norm (SN) on consumers’ attitude and behavioral intention toward adopting self-service technologies (SSTs) in offline retail environments....
Purpose – This purpose of this article is to identify important factors that influence consumers’ responses to pro-social loyalty programs (pro-social LPs). These positive marketing programs reflect represent an emerging phenomenon in relationship marketing associated with companies’...
Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity....
Purpose – This study aims to explore how business-to-business service failures manifest in a manufacturing context. Design/methodology/approach – The empirical research involved two case studies: case study one included 20 interviews in the metal finishing industry; case study two included 20...
Purpose – This paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context of business-to-business (B2B) professional services from both client and service firms’ perspectives, with a modified ZOT framework including five client and service firms...
Purpose – The purpose of this paper is to draw on agency theory (AT) to develop and validate a scale to investigate customers’ loyalty towards salespersons under agency problems. Especially with credence services, customer-salesperson relationships are beset by problems that stem from...
Purpose – This paper aims to illustrate how innovation typologies may lead to cause-related marketing (CRM) success when applied to services. Design/methodology/approach – Hence, the paper identifies product/service and brand factors that underpin CRM success, undertakes an innovation theory...
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