Apple Pay: Coolness and embarrassment in the service encounter
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DOI: 10.1016/j.ijhm.2018.09.009
Abstract: Abstract While Apple Pay as a payment method has become increasingly popular in the hospitality industry, there is scant research examining the psychological processes associated with its use. To address this gap, the present research… read more here.
Keywords: apple; apple pay; payment; service encounter ... See more keywords
“How may i help you?” Says a robot: Examining language styles in the service encounter
Sign Up to like & getrecommendations! Published in 2019 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2019.03.026
Abstract: Abstract Is figurative or literal language more effective in the service encounter context? The current research reveals that literal language used by a service provider might be more congruent with conversational norms, thus leading to… read more here.
Keywords: service encounter; help says; may help; language ... See more keywords
Effects of service encounter quality on courier and customer encounter satisfaction and loyalty in crowdsourcing logistics: an actor-partner interdependence model
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DOI: 10.1080/00036846.2024.2364080
Abstract: ABSTRACT The quality of delivery service encounters in which crowdsourced couriers and customers highly interact and mutually influence each other affects their attitudes and behaviours. Crowdsourced couriers and customers are bilateral users of crowdsourced logistics… read more here.
Keywords: quality; service encounter; service; encounter quality ... See more keywords
Service encounter and value co-creation in fundraising activities at the NPO sector
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DOI: 10.1108/jsm-06-2022-0211
Abstract: Purpose Fundraising plays a critical role in the success of non-profit organizations (hereafter NPOs). This study aims to propose to analyze fundraising from a service-dominant logic, specifically from a service ecosystem approach, to understand the… read more here.
Keywords: encounter value; service; service encounter; service ecosystem ... See more keywords
National stereotypes in the cross-cultural service encounter: empirical evidence from Vietnam
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DOI: 10.1108/tr-09-2023-0612
Abstract: Purpose This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service failures and recovery attempts by illustrating how national stereotypes could… read more here.
Keywords: cultural service; stereotypes cross; national stereotypes; service encounter ... See more keywords
Exploring the Role of the Type of Service Encounter in Internet Shopping
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DOI: 10.33736/ijbs.521.2016
Abstract: 1. INTRODUCTIONInternet has revolutionized commerce and business (e.g., Hoffman and Novak, 1996) and one of the most significant indicators of this transformation has been the adoption of the online retail channel. Specifically, in the European… read more here.
Keywords: quality; service quality; service encounters; service encounter ... See more keywords