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作者:Nadine L. Ludwig , Sven Heidenreich , Tobias Kraemer ...
来源:[J].Journal of Service Theory and Practice, 2017, Vol.27 (1), pp.22-45
摘要:Purpose(#br)Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been controversially discussed in ...
作者:Michael Kleinaltenkamp , Carolin Plewa , Siegfried Gudergan ...
来源:[J].Journal of Service Theory and Practice, 2017, Vol.27 (4), pp.721-737
摘要:Purpose(#br)The purpose of this paper is to advance extant theorizing around resource integration by conceptualizing and delineating the notion of a usage center. A usage center consists of a combination of interdependent actors that draw on resources across their individual...
作者:Hyo Sun Jung , Hye Hyun Yoon
来源:[J].Journal of Service Theory and Practice, 2019, Vol.29 (2), pp.213-231
摘要:Drawing on social identity theory, the purpose of this paper is to examine whether social undermining significantly influences employee voice (or silence) and organizational deviant behavior in the hotel industry regarding three types of social undermining: by supervisor, coworke...
作者:Yit Sean Chong , Pervaiz K. Ahmed
来源:[J].Journal of Service Theory and Practice, 2018, Vol.28 (4), pp.410-433
摘要:Purpose(#br)The purpose of this paper is to examine the notion of “service transgression” which violates customers’ religious beliefs through observing certain dietary guidelines that shape their religious identity. While service transgression and customer forgiveness a...
作者:Martyn Gosling , James Richard , Yuri Seo
来源:[J].Journal of Service Theory and Practice, 2017, Vol.27 (2), pp.408-426
摘要:Purpose(#br)The paper contributes to the debate on a general theory of markets. The purpose of this paper is to develop a market practice model based on social practice theories, and explore new ways of describing market boundaries. (#br)Design/methodology/approach(#br)A conceptu...
作者:Jana Lay-Hwa Bowden , Jodie Conduit , Linda D. Hollebeek ...
来源:[J].Journal of Service Theory and Practice, 2017, Vol.27 (4), pp.877-897
摘要:Purpose(#br)Online brand communities (OBCs) are an effective avenue for brands to engage consumers. While engaging with the brand, consumers simultaneously interact with other OBC members; thus engaging with multiple, interrelated engagement objects concurrently. The purpose...
作者:Phyra Sok , Lan Snell , Wai Jin (Thomas) Lee ...
来源:[J].Journal of Service Theory and Practice, 2017, Vol.27 (1), pp.231-249
摘要:Purpose(#br)The literature establishes complex relationships between entrepreneurial orientation (EO) and performance, with mixed findings suggesting the variability of the magnitude of the relationship between the two. Some studies report a positive relationship, some negat...
作者:Run Hong Niu , Ying Fan
来源:[J].Journal of Service Theory and Practice, 2018, Vol.28 (1), pp.79-98
摘要:Purpose(#br)More and more customers refer to online reviews before making any purchasing decisions thanks to the increasing popularity of social media and online shopping. This phenomenon has caught the attention of business managers who are increasingly aware that online re...

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