Now showing items 48-53 of 53

    • Retrospective: compatibility management: customer-to-customer relationships in service environments 

      Martin, Charles L. (Emerald Group Publishing Limited, 2016)
      Purpose - This paper aims to revisit Martin and Pranter's (1989) Journal of Services Marketing article, "Compatibility Management [...]", and by doing so, heighten service scholars' and practitioners' awareness of the ...
    • Sales complexity and value appropriation: a taxonomy of sales situations 

      Rangarajan, Deva; Hochstein, Bryan W.; Nagel, Duane M.; Lyngdoh, Teidorlang (Emerald Publishing Limited, 2021-12-27)
      Purpose – The increasingly complex business-to-business (B2B) sales process necessitates that sales managers strike the right balance between appropriate resource allocation, while also maintaining the profitability of the ...
    • The salesperson wellness lifestyle, coping with stress and the reduction of turnover 

      Kraft, Frederic B.; Maity, Devdeep; Porter, Stephen S. (Emerald Publishing, 2019-03-04)
      Purpose It is well known that job stress is major cause of salesperson job dissatisfaction and turnover. Salespeople require the resources to cope adequately with a multitude of job stressors, and the purpose of this study ...
    • Signaling authenticity for frontlineservice employees 

      Matthews, A. Lynn; Eilert, Meike (EMERALD GROUP PUBLISHING LIMITED, 2021-07-29)
      Purpose: Authenticity is a complex character that is valued in service contexts. Frontline service employees (FSEs), as both brand representatives and individuals who interact with clients, can signal their authenticity ...
    • The nature of vicarious embarrassment 

      Ziegler, Alexander H.; Allen, Alexis M.; Peloza, John; Norris, J. Ian (Elsevier, 2022-08-31)
      Extant literature suggests that a consumer who purchases a sensitive product will experience embarrassment if others, real or imagined, witness the purchase. However, the parallel embarrassment experienced by observers is ...
    • When and how frontline service employee authenticity influences purchase intentions 

      Matthews, A. Lynn; Eilert, Meike; Carlson, Les A.; Gentry, James W. (Elsevier, 2020-06)
      In this manuscript, we investigate the central role of perceived frontline service employee (FSE) authenticity and the process by which it impacts purchase intentions, taking into account the represented brand's authenticity. ...