Simon J. Bell

TL;DR: In this article, the authors propose a model of co-production with which they investigate the links between coproduction and customer loyalty and the factors likely to increase the level of coproduction in a financial services context, with support from an investigation in the medical services context.

TL;DR: In this article, the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty were investigated, and it was shown that technical service quality is a more important determinant of customer loyalty than functional service qualities as expertise increases.

TL;DR: This paper proposed a model of customer-contact service employee management that examines organizational citizenship behaviors as critical links between aspects of the employee-organization relationship (perceived organizational support, organizational identification) and customers' perceptions of service quality.

TL;DR: In this paper, a new model that includes curvilinearity in the moderating effect of entrepreneurship on the relationship between market orientation and performance was proposed, which was tested using a sample of 231 not-for-profit hospitals.

TL;DR: In this paper, the authors present a model of reputation's role in the contingent CSP-FP relationship and argue that strategic fit, competitive intensity and reputation management capability moderate the CSP•FP relationship.