To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific...

Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory...

Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind commitment and customer loyalty are still ill understood. Therefore, the primary objective of this study is to assess the impact of three psychological antecedents (position involvement,...

This study investigates whether a consumer’s need for social affiliation and a consumer’s relationship proneness impact behavioural intentions (word-of-mouth communication, price sensitivity, repeat purchasing) towards a hairdresser’s. Data were collected from a systematic sample of a...

Hierarchical loyalty programmes are popular in many service industries, as a means to tie customers to the company and improve customer relationships. In these programmes, customers obtain more benefits if they spent more but are demoted if they spent less. This study focuses on demotion and...

The country-image discourse model provides an alternative theoretical framework to explain the meaning of country-of-origin (COO) effects. Unlike previous work, this research relies on the key principles underlying semiotics and discourse theory. The model integrates the semantic and pragmatic...

This study investigates whether a consumer’s need for social affiliation and a consumer’s relationship proneness impact behavioural intentions (word-of-mouth communication, price sensitivity, repeat purchasing) towards a hairdresser’s. Data were collected from a systematic sample of a...

Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind commitment and customer loyalty are still ill understood. Therefore, the primary objective of this study is to assess the impact of three psychological antecedents (position involvement,...

This study explores the effects of trust, commitment, relation-oriented competencies and entrepreneurial competencies on export performance. Using survey data from 134 exporting organizations located in the south of the Netherlands, a conceptual model is tested in which trust and affective...

The objective of this study is to empirically determine the role of constraints and dedication as drivers of relationship commitment as most of the existing work is of a conceptual nature only. We assess how and to which extent these two drivers fit into the established relationships between...