Purpose – The aim of this paper is to present a new framework for the evaluation of satisfaction in continually delivered business services (CDBS) contexts based on applicable theoretical perspectives and extant empirical research. Design/methodology/approach – The paper first describes and...

Purpose – The primary goal of this study is to examine how services advertising strategy relates to the prevalence of minority portrayals in magazine advertisements. Design/methodology/approach – The paper uses a content analysis method. Over 1,000 advertisements were collected, and 455 were...

Purpose: Researchers and practitioners have traditionally maintained that organizational buying requires rational decision-making. However, individuals at organizations make decisions daily applying a confluence of rationalizations and emotions. This study aims to address the roles of personal...

Purpose: Although the role of emotions in buyer–seller exchanges is important, it remains understudied, especially in the business-to-business selling context. This paper aims to provide insights into the role of the salespeople’s ability to appraise emotions (EA ability) and its effects on...

Purpose – The study seeks to examine two variables of interest to marketers in the area of services advertising, ethnicity and service involvement. The goal of this study is to investigate the relative effectiveness of ethnic‐targeting in services advertising, specifically,...

This paper identifies three potential barriers to career advancement in sales: being excluded from informal networks, a lack of cultural fit, and a lack of mentoring. Using a sample of 241 account executives and managers from an organization in the television broadcasting industry, study results...

This research investigates how contact employee–customer shared ethnicity affects face-to-face service encounters. Drawing on insights from cultural orientation literature, social identity theory, and resource exchange theory, the authors propose that encounters involving employees and...