Is Good + Bad = Neutral? How Consumers Integrate Information To Form Ethical Brand Perceptions
Companies are increasingly concerned about their ethical image and that of their brands. This research builds on the recently emerging literature on consumer perceived ethicality (CPE) and Read More »
Cause Involvement And Brand-Cause Fit As Determinants Of Consumer Responses To CRM Campaigns
The present research contributes to the CRM literature by examining the interactive effects of brand-cause fit and cause involvement on consumer attitudes and participation intentions towards CRM Read More »
Helping Adolescents When Time Is Of The Essence
The authors investigate how duration of a chat conversation impact adolescents’ perceptions of service quality of a child helpline and test whether this impact varies depending upon the seriousness Read More »
Author: Willemijn Van Dolen, Charles Weinberg, Leiming Ma
Contributor: eb™ Research Team
Exploring Effects Of Personal Values On Consumer Evaluation Of Service Quality: An Empirical Study
This research examines the effects of personal values measured by Schwartz Value System on the five dimensions of service quality as introduced by SERVQUAL in an attempt to provide a deeper Read More »
Author: Angelos Pantouvakis, Spiros Gounaris, Kalliopi Chatzipanagiotou
Contributor: eb™ Research Team
Re-Examining The Influence Of Service Delivery System Effectiveness On Perceived Service Quality
This article focuses on the effectiveness of the Service Delivery System (SDS) and re-examines its influence on customers’ perceived service quality. In this study, the influence of SDS Read More »
Author: Giannis Kostopoulos, George Lodorfos, Achilleas Boukis
Contributor: eb™ Research Team
