Browse publications topics by specialization category: Service Management
*Victorino, L. & Bollinger, A. (Forthcoming). Scripting employees: An exploratory analysis of customer perceptions. Cornell Hospitality Quarterly.
*Victorino, L., . (Forthcoming). Verma, R., Wardell, D & Bonner, B. (Forthcoming). Can customers detect script usage in service encounters? An experimental video analysis. Journal of Service Research.
*Read, M.J.B., Colgate, M., Corwin, V. & Tax, S. (Forthcoming). Helping create service 'experts': The opportunity for an athletic approach in service organizations. International Journal of Mentoring and Coaching.
*Tax, S., Kim, S. & Nair, S. (Forthcoming). Getting the right pay off from customer penalties. Business Horizons.
Kelley, H., Chiasson, M., Downey, A. & Pacaud, D. (2011). The clinical impact of eHealth on the self-management of diabetes: A double adoption perspective. Journal of the Association for Information Systems, 12(3), 1-26.
Ganley, D. (2011). Social motivations to pay for services: Lessons from virtual communities. Electronic Markets, 21(3), 177-184.
Victorino, L., Verma, R. & Wardell, D. (2008). Service scripting: A customer's perspective of quality and performance. Cornell Hospitality Report, 8(20).
Victorino, L., Verma, R., Anderson, C., Dixon, M., Enz, C. & Thompson, G. (2008). Key elements in service innovation: Insights for the hospitality industry. Cornell Hospitality Report, 8(18).
Tax, S.S., Colgate, M. & Bowen, D.E. (2006). How to prevent your customers from failing. MIT Sloan Management Review, 47(3), 30-38.
Rotte, K.N., Chandrashekaran, M., Tax, S.S. & Grewal, R. (2006). Forgiven but not forgotten: Covert uncertainty in overt responses and the paradox of defection-despite-trust. Journal of Consumer Psychology, 16(3), 283-296.
Colgate, M., Buchanan-Oliver, M. & Elmsly, R. (2005). Relationship benefits in an internet environment. Managing Service Quality, 15(5), 426-436.
Colgate, M. & Smith, B. (2005). Relationships and the internet: The mediating role of a relationship banker. Journal of Financial Services Marketing, 10(2), 140-151.
Alexander, N. & Colgate, M. (2005). Customers’ responses to retail brand extensions. Journal of Marketing Management, 21(3-4), 393-419.
Colgate, M. & Lang, B. (2005). Positive and negative consequences of a relationship manager strategy: New Zealand banks and their small business customers. Journal of Business Research, 58(2), 195-204.
Colgate, M. & Alexander, N. (2002). Benefits and Barriers of Product Augmentation: Retailers and Financial Services. Journal of Marketing Management, 2(2), 23-36.
Colgate, M. & Alexander, N. (2002). Retailers and Diversification: The Financial Service Dimension, Journal of Retailing and Consumer Services, 9, 1-11.
Colgate, M. & Hedge, R. (2001). An investigation of the switching process in retail banking. International Journal of Bank Marketing, 19(5), 201-213.
Colgate, M. & Norris M. (2001). Developing a comprehensive picture of service failure. International Journal of Service Industry Management, 12(3), 215- 233.
Colgate, M. & Lang, B. (2001). Switching barriers in consumer markets: An investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332-347.
Sajeev, V. & Colgate, M. (2001). The Role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research, 3(3), 232-241.
Colgate, M. & Danaher, P. (2000). Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution. Journal of the Academy of Marketing Science, 28(3), 373-385.
Colgate, M. (2000). Marketing and marketing information system sophistication in retail banking: Empirical evidence from Australasia and Europe. The Service Industries Journal, 20(1), 139-152.
Dennett, C., Ineson, E., Stone, G. & Colgate, M. (2000). Pre-bookable services in the chartered airline industry: Increasing satisfaction through differentiation. The Service Industries Journal, 20(2), 82-90.
Alexander, N. & Colgate, M. (2000). Retail financial services: Transaction to relationship marketing. European Journal of Marketing, 34(9/10), 232-241.
Colgate, M. & Norris, M. (2000). Why customers leave or decide not to leave their bank. University of Auckland Business Review, 2(2), 40-51.
Tax, S.S. (2000). Kundenbeschwerden: Was fairness bringt. Harvard Business Manager, 10(1), 94-107.
Tax, S.S. (2000). Measuring word of mouth in consumer research: The questions of who and when. Journal of Marketing Communication, 6, 185-199.