Supporting Customers At Success And Failure: Does It Make Difference For Novice And More
This research differentiates between social support received by experienced and novice service users at success and failure times of the service experience and examines their differential effects on Read More »
Tell It In The Newspaper: Sharing Critical Incidents Through WOM
This study takes a look at critical incidents occurred in service encounters as experienced by the customers. This is done by analyzing word-of-mouth communications on a forum for public opinion Read More »
The Role Of Emotional Contagion In Service Encounters
Although the role of emotions receives increasing attention in service research, hitherto literature has not focused on the construct of emotional contagion, which is understood as a customer’s Read More »
Do Retailers Benefit From Deploying Customer Analytics?
Prior research has documented a general positive relationship between the deployment of customer analytics and firm performance. In this research we focus on the retailing industry, an industry Read More »
Is Technology Moderating The Influence Of Store Equity On Behavioral Intentions? Evidence From
In today’s competitive environment in which retailers operate, store equity is seen as a key differentiating factor. However, to date there is little research on the dimensionality of the store Read More »
Author: Gloria Berenguer-Contri, Irene Gil-Saura, Mª Eugenia Ruiz-Molina
Contributor: eb™ Research Team
