Charles L. Martin

TL;DR: In this article, the authors describe how customers potentially influence the satisfaction and dissatisfaction of other customers in many service environments and explain why service marketers and operations marketers should be aware of the impact of such customer-to-customer relations.

TL;DR: For instance, this article found that consumers were more satisfied with "gregarious" behaviors when other consumers demonstrated "gregious" behaviors, but generally were displeased with "violent" or "grungy" behaviors.

TL;DR: In this article, a fresh outlook for managing the delicate interaction between the customer and the contact employee in the service environment is offered, emphasizing that the quality of the customer-employee interface has a great effect on customers' perceptions of the quality and value of the service, as well as on their satisfaction.

TL;DR: The authors investigated consumers' affective attachment toward products, based on generalizable and managerially relevant product attributes, and found that high-involvement, high-meaning products tend to share ten common attributes.

TL;DR: In this article, the importance of market research information in developing a market orientation and its impact on international service organizations is discussed, as service organizations continue to expand internationally, the need to be able to understand consumers in faraway places is increasing.