Taking Sides - How Service Frontline Employees Choose Between Their Company And Their Customers In
Role conflict is a highly salient theme in the literature on service frontline employees. Despite this, we still know little about how frontline employees decide which side to favor when faced with Read More »
The Role Of Perceived Employee Emotional Competence In Healthcare Services
The purpose of this study is to examine how healthcare clients’ perceptions of employee emotional competence (EEC), influences satisfaction and loyalty, specifically the role of rapport and trust Read More »
Author: Marcel Van Birgelen, Allard Van Riel, Janjaap Semeijn, Handan Sen, Michelle Wijnen
Contributor: eb™ Research Team
It Is All About The Perceived Consistency Of The Retail Marketing Instruments When Creating A
This article addresses how the perceived consistency of different retailer attributes affects customer-based retail brand equity when considering retailers as brands. It investigates the antecedents Read More »
Author: Frank Hälsig, Bernhard Swoboda, Dirk Morschett, Hanna Schramm-Klein
Contributor: eb™ Research Team
Linear And Non-linear Effects Of Price And Non-price Related Antecedents On Retailers’ Price
Retailers’ pricing has become one of the most important topics for profitability as they are operating on razor-thin margins. A key problem is to understand how customers perceive retailers’ Read More »
The Color Of Money - Towards The Influence Of Payment Methods And Basket Price Judgments On The
Prior research has investigated the effect of cash and card payments on consumer behavior, but the growing trend of payment with a mobile device hasn’t been considered in the literature so fare. Read More »
Author: Werner Kunz, Alexander Mrozek, Tomas Falk, Jeroen Schepers
Contributor: eb™ Research Team