Customer Experience

[We’re pleased to welcome authors Lily (Xuehui) Gao, Iguácel Melero-Polo, and F. Javier Sese of the University of Zaragoza. They recently published an article in Journal of Service Research entitled "Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence," which is currently free to read for a … Continue reading Customer Experience

Understanding Customer Forgiveness of Service Transgressions

[We’re pleased to welcome authors Yelena Tsarenko of Monash University, Yuliya Strizhakova of Rutgers University, and Cele C. Otnes University of Illinois at Urbana-Champaign. They recently published an article in Journal of Service Research entitled "Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions," which is currently free to read for a limited time. Below, they reflect … Continue reading Understanding Customer Forgiveness of Service Transgressions

How Do Senior Leaders Navigate the Need to Belong?

[We’re pleased to welcome author Dr. Jessy Zumaeta of the University of Chile and the London School of Economics. Dr. Zumaeta recently published an article in Journal of Leadership & Organizational Studies entitled “Lonely at the Top: How Do Senior Leaders Navigate the Need to Belong?" which is currently free to read for a limited time. Below, … Continue reading How Do Senior Leaders Navigate the Need to Belong?

Customer-Firm Interactions

[We’re pleased to welcome authors Jesús Cambra-Fierro of the University Pablo of Olavide, Iguácel Melero-Polo of the University of Zaragoza,  F. Javier Sese of the University of Zaragoza, and Jenny van Doorn of the University of Groningen. Wakefield. They recently published an article in the Journal of Service Research entitled “Customer-Firm Interactions and the Path to Profitability: … Continue reading Customer-Firm Interactions

How People Think About Prices

[We’re pleased to welcome authors Lane T. Wakefield of Mercer University and Kirk L. Wakefield of Baylor University. They recently published an article in the Journal of Service Research entitled “An Examination of Construal Effects on Price Perceptions in the Advance Selling of Experience Services," which is currently free to read for a limited time. Below, … Continue reading How People Think About Prices

Psychological Capital for Leader Development

[We’re pleased to welcome authors Thiraput Pitichat of Claremont Graduate University. Pitichat recently published an article in Journal of Leadership & Organizational Studies entitled “Psychological Capital for Leader Development," which is currently free to read for a limited time. Below, Pitichat speaks on the objectives of this research:] What are the mechanisms behind effective leader development processes? … Continue reading Psychological Capital for Leader Development

Capturing Relative Importance of Customer Satisfaction Drivers Using Bayesian Dominance Hierarchy

[We’re pleased to welcome authors Philippe Duverger and Xiaoyin Wang of Towson University. Duverger and Wang recently published an article in Cornell Hospitality Quarterly entitled “Capturing Relative Importance of Customer Satisfaction Drivers using Bayesian Dominance Hierarchy," which is currently free to read for a limited time. Below, they reflect on the inspiration for conducting this research:] … Continue reading Capturing Relative Importance of Customer Satisfaction Drivers Using Bayesian Dominance Hierarchy

Webinar Highlights: Presenting Data Effectively

[The following post is re-blogged from Social Science Space. Click here to view the original article.] Crystal clear graphs, slides, and reports are valuable – they save an audience’s mental energies, keep a reader engaged, and make you look smart. This webinar held on June 6, 2017, covers the science behind presenting data effectively and … Continue reading Webinar Highlights: Presenting Data Effectively

Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services

[We're pleased to welcome authors Simon Hazée, Cécile Delcourt, and Yves Van Vaerenbergh who recently published an article in the Journal of Service Research entitled "Burdens of Access: Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services." Below, the authors share more insight on their research in the service industry:] What motivated you to pursue this … Continue reading Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services

The Effect of Social Networking Sites’ Activities on Customers’ Well-Being

[We're pleased to welcome Seonjeong Lee, Assistant Professor at Kent State University in Hospitality Management. Lee recently published an article in Journal of Hospitality & Tourism Research entitled "The Effect of Social Networking Sites' Activities on Customers' Well-Being." From Lee:] What inspired you to be interested in this topic? With customers’ increased interests in their well-being, many hotels … Continue reading The Effect of Social Networking Sites’ Activities on Customers’ Well-Being