Recent research suggests that inseparability is not a universal distinguishing characteristic of services and that the consumption of many services is or can be separated from their production. This research defines service separation as customers' absence from service production, which denotes the spatial separation between service production and consumption. In a series of qualitative and quantitative studies across different services, the authors examine customer reactions to service separation. The results indicate that service separation increases customers' perceptions of not only access convenience and benefit convenience but also performance risk and psychological risk. Furthermore, these effects differ across services. Sp...
Service recovery strategies have been examined for their effectiveness in compensating for the custo...
There is no doubt that the service sector has become a dominant factor in national economies the las...
Regardless of the apparent need for product eliminations, many managers hesitate to act as they fe...
Purpose: The purpose of this paper is to examine the impact of service separation on the ability of ...
Building on a number of theoretical grounds from social and marketing domains, this thesis investiga...
Purpose: Service encounters are becoming increasingly virtual through the infusion of computer-media...
Purpose: This paper aims to examine how individuals’ need for distinction moderates the effect of pe...
Remote services are often provided without customer-provider contact for remote diagnostics, repair,...
Purpose: The purpose of this paper is to examine the effects of service separation on perceived valu...
Service elimination (SE) requires systematic planning and execution to retain customers. However, se...
Service failure and recovery have started to draw marketing academic and practitioners\u27 attention...
Remote services are often provided without customer-provider contact for remote diagnostics, repair,...
This research aims to analyze service elimination with a special focus on churn as a potential outco...
Purpose The purpose of this paper is to examine the effects of service separation on perceived value...
In the field of services marketing some attention has been paid to the theme of risks associated wit...
Service recovery strategies have been examined for their effectiveness in compensating for the custo...
There is no doubt that the service sector has become a dominant factor in national economies the las...
Regardless of the apparent need for product eliminations, many managers hesitate to act as they fe...
Purpose: The purpose of this paper is to examine the impact of service separation on the ability of ...
Building on a number of theoretical grounds from social and marketing domains, this thesis investiga...
Purpose: Service encounters are becoming increasingly virtual through the infusion of computer-media...
Purpose: This paper aims to examine how individuals’ need for distinction moderates the effect of pe...
Remote services are often provided without customer-provider contact for remote diagnostics, repair,...
Purpose: The purpose of this paper is to examine the effects of service separation on perceived valu...
Service elimination (SE) requires systematic planning and execution to retain customers. However, se...
Service failure and recovery have started to draw marketing academic and practitioners\u27 attention...
Remote services are often provided without customer-provider contact for remote diagnostics, repair,...
This research aims to analyze service elimination with a special focus on churn as a potential outco...
Purpose The purpose of this paper is to examine the effects of service separation on perceived value...
In the field of services marketing some attention has been paid to the theme of risks associated wit...
Service recovery strategies have been examined for their effectiveness in compensating for the custo...
There is no doubt that the service sector has become a dominant factor in national economies the las...
Regardless of the apparent need for product eliminations, many managers hesitate to act as they fe...