The impact of backstage cues on service evaluation
Volume: 9, Issue: 2, Pages: 165 - 183
Published: Jun 19, 2017
Abstract
Purpose This research aims to investigate how backstage visibility affects intangibility and perceived risk at the pre-purchase stage and how service credence moderates the effect of backstage visibility on intangibility and perceived risk. It also focuses on the effect of backstage visibility on perceived service quality and value at the post-purchase stage and the moderating role of the service contact level. Design/methodology/approach This...
Paper Details
Title
The impact of backstage cues on service evaluation
Published Date
Jun 19, 2017
Volume
9
Issue
2
Pages
165 - 183
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