Customer Reactions to Service Separation

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Be rational or be emotional: advertising appeals, service types and consumer responses (2014, methodology): “Relative to experience services, credence services are often associated with lower levels of pre-purchase knowledge and higher perceived risks, which, in turn, prompt greater information search efforts (Keh and Pang, 2010; Mitra et al., 1999; Stafford, 1996; Sun et al., 2012).”
Application of Construal-Level Theory to Promotional Strategies in the Hotel Industry (2016, result): “Consistent with previous marketing and psychology studies (e.g., Keh and Pang 2010; Miao and Mattila 2013), we focus on the temporal and spatial dimensions of psychological distance in this study.”
The impact of other customers on customer citizenship behavior (2013, background): “This aspect is particularly helpful for gleaning customer perceptions of other customer behaviors and their corresponding behaviors in their own words (Harris & Reynolds, 2003; Keh & Pang, 2010; McCracken, 1988).”
“Futurizing” smart service: implications for service researchers and managers (2015, background): “fear of privacy violations and concerns about data security (Keh and Pang, 2010).”