This study proposes and tests a model of the antecedents to customer self-disclosure to an online virtual advisor during the requirements elicitation stage of a skin care product. In such a context, a customer is required to provide personal information for the advisor to identify a suitable skin care product. Consistent with the view of self-disclosure as a form of social exchange, we propose ...

Although romantic relationships are an important source of self-esteem, individuals vary in the degree to which romantic relationships determine their self-esteem. For individuals with relationship-contingent self-esteem (RCSE), self-esteem is based on the quality of perceived romantic relationship functioning. In contrast, global selfesteem is derived from a variety of domains, not specificall...

in customer relationship management (crm) systems, importance and performance of the attributes that define a service is very important. importance-performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. in this study with the purpose of increasing reli...

JOURNAL OF INTERACTIVE MARKETING VOLUME 22 / NUMBER 3 / SUMMER 2008 Published online in Wiley InterScience (www.interscience.wiley.com). DOI: 10.1002/dir.20114 n light of mature markets and increasing competitive pressure, retaining the existing customer base becomes crucial for the future success of a firm. As a consequence, firms are increasingly interested in understanding the factors influe...

Customer aggression constitutes a major source of stress for service providers; however, empirical research regarding the moderating role of coping strategies in the customer aggression--job outcomes relationship is sparse. Two samples of service workers were recruited from northern Israel and data were collected using self-reported questionnaires. Study 1 investigated the moderating impact of ...

In the retail banking context, convergence of technologies has given birth to different channels of distribution like Automatic Teller machines (ATM), internet banking, and mobile banking. This enables the customer to avail the banking services at any time and any where. These technological interfaces are known as self service technologies (SSTs). Customers availing banking services through the...

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service cl...