Communication-In-Use and Customer Driven Integrated Marketing Communication
Christian Grönroos, Hanken School of Economics Finland
Åke Finne, Hanken School of Economics Finland
ServiceFriday: I Buy What I Am – How Self-Esteem Impacts Consumer Purchase Behavior
In 2016, 5-time NBA champion and one of the greatest power forwards in NBA history Tim Duncan retired from the NBA after a stellar 19-year career. So it may be of a surprise to know that a fan tweeted a photo of Duncan waiting in line at an Old Navy store shortly after retiring. Despite having made tens of millions of dollars in his career, Duncan chose to shop at a budget retail outlet like many typical consumers. Why, one might ask, would a man of his fame and success choose Old Navy when he easily can afford any designer brand in the world?
How to Create Customer Delight and Does It Really Drive Loyalty? An Examination of Customer Delight in a B2B Context (New)
Lili Wenli Zou, University of Hong Kong
Chi Kin (Bennett) Yim, University of Hong Kong
Kimmy Wa Chan, Hong Kong Polytechnic University
Communication-in-Use and Customer-Driven Integrated Marketing Communication (New)
Christian Grönroos, Hanken School of Economics Finland
Åke Finne, Hanken School of Economics Finland
Delivering Bad News to Customers: The Roles of Employee Emotional and Technical Competencies in Emotionally Charged Service Encounters
Cécile Delcourt, University of Liege, Belgium
Dwayne D. Gremler, Bowling Green State University
Allard C. R. van Riel, Radboud University, The Netherlands
Marcel van Birgelen, Radboud University, The Netherlands
An Agenda for Service Research at the Base of the Pyramid
Heiko Gebauer, Eawag: Swiss Federal Institute of Aquatic Science and Technology
Javier Reynoso, EGADE Business School, Monterrey Institute of Technology
A Conceptual Framework of the Domain of Evidence-Based Design
Roger S. Ulrich, Texas A&M University
Leonard L. Berry, Texas A&M University
Xiaobo Quan, Center for Health Design
Janet Turner Parish, Texas A&M University
Service Ecosystems: a Relevant Systems Perspective for Marketing
Robert F. Lusch, University of Arizona
Melissa Akaka, University of Denver
What Can You Do to Make Them Happy? Results from the 2020 Customer Rage Study
A recent survey shows just how unsatisfied Americans are with the products and services they buy. The 2020 Customer Rage study, conducted by Customer Measurement Care and Consulting (CCMC) in conjunction with the Center for Services Leadership at W. P. Carey University and Kraft Heinz, shows more than two thirds of households experienced at least one problem during the past 12 months, making people frustrated and angry. This is the ninth study wave since the original such study was conducted for the White House in 1976.
ServiceFriday: Agree to Disagree – How Disagreement on Service Climate Might Benefit Store Turnover
Saturday Night Live has produced a grand amount of hilarious, gut-splitting moments since its inception way back in 1975, with many of these moments coming in a fictional service setting. One such moment has gone on to live in the annals of comedic history and of course this is in reference to the iconic Jeffrey’s skit starring Jimmy Fallon with then guest host Sean Hayes. The two play elitist retail employees who are seen offering snarky and uncalled-for insults to their customers.