Numerous studies have shown customer satisfaction to be the crucial antecedent of perhaps the most important constructs in marketing – loyalty and customer retention. However the satisfaction→customer retention linkage is not as simple as it might first seem. This study examines the impact...

Purpose – The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past experiences on self‐service technology (SST) attitudes and behavior. Design/methodology/approach – A...

Purpose – The purpose of this empirical paper is to explore for the first time, in a temporal sequence of events framework, how the various forms of justice (procedural, interactional and outcome) impact on customer satisfaction with service recovery. Design/methodology/approach – Employing...

Cross-disciplinary research recognises humour as an effective communication tool for fostering engagement and positive interpersonal relationships, although inappropriate use can create negative outcomes. Drawing on positive psychology, this study aims to empirically examine the extent to which...