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Does CSR Insulate Firms From Scrutiny?

Dr. Andreas B. Eisingerich, Imperial College Business School, Imperial College London, takes a moment today to provide some background for his article recently published in the Journal of Service...

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Is CSR Worthwhile to Firms?

“Doing Good And Doing Better Despite Negative Information? The Role Of Corporate Social Responsibility In Consumer Resistance To Negative Information” by Andreas B. Eisingerich, Gaia Rubera, Matthias...

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Job Satisfaction & Service Quality

“The Role and Effect of Job Satisfaction and Empowerment on Customers’ Perception of Service Quality,” by Gabriel Gazzoli of Cesar Ritz Colleges, Switzerland, and Murat Hancer and Yumi Park, both of...

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Job Satisfaction and Empowerment on Customer’s Perception of Service Quality

“The Role and Effect of Job Satisfaction and Empowerment On Customers’ Perception of Service Quality: a Study in the Restaurant Industry,” published by Gabriel Gazzoli, César Ritz Colleges Switzerland,...

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Tour Guide Performance and Tourist Satisfaction: A Study of the Package Tours...

Songshan Huang, University of South Australia, Cathy H. C. Hsu and Andrew Chan, The Hong Kong Polytechnic University, published “Tour Guide Performance and Tourist Satisfaction: a Study of the Package...

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Strategies for Success in Service Innovation

Cathy A. Enz of the Cornell University School of Hotel Administration published “Strategies for the Implementation of Service Innovations” on June 6, 2012 in Cornell Hospitality Quarterly. To see more...

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How Does the Referral Behavior of Switchers and Stayers Differ?

[We’re pleased to welcome Alisha Stein and B. Ramaseshan, both of Curtin University. Drs. Stein and Ramaseshan recently collaborated on their paper recently published in Journal of Service Research...

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About Time: How Temporal Construal Changes Customer Satisfaction

Time works wonders–it’s a familiar saying that speaks to the fluid nature of an individual’s experiences, and how, as time passes, perceptions of those experiences often change. And yet, in customer...

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Assessing Value from Business-to-Business Services Relationships

[We’re pleased to welcome authors Paul Lyons and Louis Brennan of Trinity Business School. They recently published an article in Journal of Service Research entitled "Assessing Value From...

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