Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It [0.03%]
止住蔓延：归因于责备的顾客间不当行为传染以及一线员工可以采取的遏制措施
Ilias Danatzis,Jana Möller-Herm
Ilias Danatzis
Service encounters nowadays are increasingly characterized by customer-to-customer (C2C) interactions where customers regularly become targets of other customers' misbehavior. Although previous research provides initial evidence of the cont...
Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations [0.03%]
联盟及其负面影响：服务失败与恢复情况下的考察分析
Holger Roschk,Masoumeh Hosseinpour,Jan Breitsohl
Holger Roschk
The social nature of customer experiences creates complex and potentially detrimental dynamics in failure situations, such as when other customers side with the complainer or the firm. The present research is the first to analyze such coali...
Tobias Schaefers,Roger Moser,Gopalakrishnan Narayanamurthy
Tobias Schaefers
One key challenge for consumers at the base of the pyramid (BoP) is access to products that could transform their livelihood, leading to nonconsumption as the dominant pattern. Previous studies have claimed that nonconsumption could be addr...
Diversification, Branding, and Performance of Professional Service Firms [0.03%]
多元化，品牌化与专业服务公司的业绩表现
Carolina Castaldi,Marco S Giarratana
Carolina Castaldi
This article analyzes the effects of diversification and brand breadth on firm performance for professional service firms (PSFs). The research aim is two-fold. First, we test whether moving into products may put at risk the core resources t...
Anu Helkkula,Christian Kowalkowski,Bård Tronvoll
Anu Helkkula
Service innovation is a key source of competitive differentiation across firms and markets. Despite growing attention from practitioners and academics alike, systematic scholarly inquiry into service innovation's diverse theoretical foundat...
The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services [0.03%]
服务生产力与服务创新的两难选择——金融业实证研究
Jaakko Aspara,Jan F Klein,Xueming Luo et al.
Jaakko Aspara et al.
We conduct a systematic exploratory investigation of the effects of firms' existing service productivity on the success of their new service innovations. Although previous research extensively addresses service productivity and service inno...
NPS and Online WOM: Investigating the Relationship Between Customers' Promoter Scores and eWOM Behavior [0.03%]
NPS与在线口碑：探究顾客推荐度与其电子口碑行为的关系
Néomie Raassens,Hans Haans
Néomie Raassens
The Net Promoter Score (NPS) is, according to Reichheld, the single most reliable indicator of company growth, and many companies use this recommendation-based technique for measuring customer loyalty. Despite its widespread adoption by man...
Ackermann, S.; von Wangenheim, F.
Ackermann
How Relationship Age Moderates Loyalty Formation: The Increasing Effect of Relational Equity on Customer Loyalty [0.03%]
关系年龄如何调节忠诚度形成：关系公平对客户忠诚度的增加效应
Raimondo, M. A.; "Nino" Miceli, G.; Costabile et al.
Raimondo et al.
Yu, T.; Patterson, P. G.; de Ruyter et al.
Yu et al.