This paper offers insights regarding an agenda for service operations management (SOM)
research. First, we motivate the need for an SOM research agenda. Second, we offer a …

The purpose of the study is to explore the impact of social media marketing towards
purchase intention and brand loyalty. The context of the study was retail banking in …

The fields of market orientation and services marketing are still rather new domains of
scientific research. It appears that they have quite a few challenging topics in common. This …

Contrived. Disingenuous. Phony. Inauthentic. Do your customers use any of these words to
describe what you sell--or how you sell it? If so, welcome to the club. Inundated by fakes and …

Christopher Lovelock (1994) coined the term jaycustomers to refer to dysfunctional
customers who deliberately or unintentionally disrupt service in a manner that negatively …

Purpose–Little is known about the adoption of mobile banking technologies in emerging
Asian economies. The purpose of this paper is to empirically examine the motivators that …

The attitudes and behaviors of frontline, customer-contact service providers are a significant
factor in customers' perceptions and interpretations of service encounters. To date, research …

This work calls for a paradigmatic shift from marketing techniques and concepts to markets
as a social construction. Our argument is composed of six facets:(1) revisioning the creation …

Purpose–To investigate the role and impact of strategic orientation and environmental
perceptions on innovation and supporting mechanisms such as process technologies and …

This paper re‐visits the perennial question “Why do some firms perform better than others?”
by focusing on the resource‐based view of strategy and in particular the role of generic …