Issue 4/2017
Content (9 Articles)
Empirical article
The role of other customers during self-service technology failure
Youjae Yi, Seo Young Kim
Empirical article
Efficiency of travel agency franchises: a study in Spain
José M. Ramírez-Hurtado, Ignacio Contreras
Empirical article
Could consumer choice be influenced by intertemporal factors? a study of consumer behavior in the Chinese theme park “S” in Chengdu
Zhenzhong Guan, Na Zhao, Panpan Hao
Empirical article
The effect of organizational responses to service failures on customer satisfaction perception
Millissa F. Y. Cheung, W. M. To
Empirical article
Error management culture and turnover intent among food and beverage employees in deluxe hotels: the mediating effect of job satisfaction
Hyo Sun Jung, Hye Hyun Yoon
Empirical article
Effects of social media on consumers’ purchase decisions: evidence from Taobao
Kee-Young Kwahk, Byoungsoo Kim
Empirical article
Predicting direct marketing response in banking: comparison of class imbalance methods
Vera L. Miguéis, Ana S. Camanho, José Borges
Empirical article
Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?
Oznur Ozkan Tektas
Empirical article
When customers want to become frontline employees: an exploratory study of decision factors and motivation types
Chen-Ya Wang, Priyanko Guchait, Cheng-Hsin Chiang, Wan-Ting Weng