Issue 2/2016
Content (9 Articles)
Empirical article
The role of ethnicity in domestic intercultural service encounters
Hamid Rizal, Don Jyh-Fu Jeng, Hsin Hsin Chang
Empirical article
Measuring word-of-mouth activity after a service encounter: are we measuring what customers communicate?
Nic S. Terblanche
Empirical article
Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?
Ling Jiang, Minjoon Jun, Zhilin Yang
Empirical Article
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Ronald L. Hess Jr., Lawrence Ring
Empirical article
Northern and southern Italian social cooperatives during the economic crisis: a multiple factor analysis
Ericka Costa, Chiara Carini
Empirical Article
The influence of variability and strategy of service supply chains on performance
Sonia M. Lo
Empirical Article
The multichannel customer’s service experience: building satisfaction and trust
Estela Fernández-Sabiote, Sergio Román
Empirical article
Enemies of cloud services usage: inertia and switching costs
Laura Lucia-Palacios, Raúl Pérez-López, Yolanda Polo-Redondo