The impact of demographic similarity on customers in a service setting
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DOI: 10.1016/j.jbusres.2021.09.030
Abstract: Abstract Consumers share the physical environment with other consumers in various service settings. The presence of other consumers is a critical part of the service experience and can influence consumer behavior. What is the underlying… read more here.
Keywords: similarity; income similarity; impact demographic; service setting ... See more keywords
Feeling Manipulated: How Tip Request Sequence Impacts Customers and Service Providers?
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DOI: 10.1177/1094670519900553
Abstract: Technology is changing frontline service scripts. Businesses are now using mobile point-of-sale applications (e.g., Square) and mobile technology (e.g., iPad) to prompt customers for tips. Tip requests are occurring more frequently at the start of… read more here.
Keywords: requesting tip; service providers; service; customers service ... See more keywords
Glocalization in Service Cultures: Tensions in Customers’ Service Expectations and Experiences
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DOI: 10.1177/10946705221094638
Abstract: In the global world, service cultures interact. The co-shaping interaction of local and global service cultures is a form of glocalization. In China, interaction between traditional Chinese medicine (TCM) and Western medicine (WM) has produced… read more here.
Keywords: glocalization; service cultures; customers service; service ... See more keywords