Table of contents - Special Issue: Service research in emerging markets: business as usual?
Guest Editors: Sanjit Kumar Roy, Harjit Sekhon, Bang Nguyen
Examining the role of customer engagement in augmenting referral value: The moderated-mediation of relational and expertise value
Gurjeet Kaur Sahi, Rita Devi, Satya Bhusan DashThe purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the…
Influence of service-entry waiting on customer’s first impression and satisfaction: The moderating role of opening remark and perceived in-service waiting
Yu Zhang, Bing-Jia ShaoThe purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived…
Managing customer relationships in emerging markets: Focal roles of relationship comfort and relationship proneness
Sanjaya Singh Gaur, Russel P.J. Kingshott, Piyush SharmaThe purpose of this paper is to study the impact of relationship comfort and relationship proneness on the ability of service firms to build and maintain customer relationships in…
Managing engagement in an emerging economy service
Fazlul K. Rabbanee, Mohammad Moinul Haque, Shanta Banik, Mohammad Majedul IslamThe purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative…
Mediation effects of service features on rapport–dependency link in emerging market
Johra Kayeser Fatima, Rita di Mascio, Raechel Johns, Ali QuaziThe purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer–frontline employee…
To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers
Amrul Asraf Mohd-Any, Dilip S. Mutum, Ezlika M. Ghazali, Lokmanulhakim Mohamed-ZulkifliThe purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice…
What to say on social media and how: Effects of communication style and function on online customer engagement in China
Jintao Wu, Junsong Chen, Honghui Chen, Wenyu Dou, Dan ShaoThe purpose of this paper is to investigate how nonprofit service providers can better engage their customers through online communication. It identifies two communication styles…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala