Studies reputation for service quality as a potential moderator of the relationship between a service guarantee and its impact on consumer perceptions of service quality, risk and purchase intent. A before‐after experimental design, set in the hotel industry, was employed to explore the...

Introduces a new guarantee type termed “combined guarantee”, which combines the wide scope of the full satisfaction guarantee with the specific performance standards of the attribute‐specific guarantee. Should the consumer be dissatisfied with any element of the service, the full...

This research investigates bilingual consumers' evaluation of brand name translations from logographic-Chinese to alphabetic-English language systems. The research examines four possible methods of translation -- semantic, phonetic, phonosemantic and Hanyu Pinyin. Consumers' chronic differences...

Since service production and consumption are inseparable, many service firms sell their capacity in advance. This paper examines the optimality and practice of advanced sale of service capacity under duopolistic competition. Using a game-theoretic approach, it attempts to explain why, despite...

Purpose The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach...