Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty, but this finding has been questioned in that most of the studies focus on measuring the cognitive component of customer satisfaction. This study includes the cognitive component, but focuses on the affective component. It explores the role of emotions in satisfaction, and then compares the predictive ability of the cognitive and affective elements. Key findings are that both positive and negative emotions, and the cognitive component of satisfaction correlate with loyalty. Regression analysis indicates that the affective component serves as a better predictor of customer loyalty than the cognitive component. Further, the best predictor of both overall loyalty and the most reliable dimension of loyalty, positive word of mouth, is positive emotions. Thhe theoretical and practical implications of these findings are discussed.

Purpose The purpose of this paper is to challenge service researchers to design for service inclusion, with an overall goal of achieving inclusion by 2050. The authors present service inclusion as an egalitarian system that provides customers with fair access to a service, fair treatment during a service and fair opportunity to exit a service. Design/methodology/approach Building on transformative service research, a transformative, human-centered approach to service design is proposed to foster service inclusion and to provide a platform for managerial action. This conceptual study explores the history of service exclusion and examines contemporary demographic trends that suggest the possibility of worsening service exclusion for consumers worldwide. Findings Service inclusion represents a paradigm shift to higher levels of understanding of service systems and their fundamental role in human well-being. The authors argue that focused design for service inclusion is necessary to make service systems more egalitarian. Research limitations/implications The authors propose four pillars of service inclusion: enabling opportunity, offering choice, relieving suffering and fostering happiness. Practical implications Service organizations are encouraged to design their offerings in a manner that promotes inclusion and permits customers to realize value. Originality/value This comprehensive research agenda challenges service scholars to use design to create inclusive service systems worldwide by the year 2050. The authors establish the moral imperative of design for service inclusion.

Summary How pseudouridylation (Ψ), the most common and evolutionarily conserved modification of rRNA, regulates ribosome activity is poorly understood. Medically, Ψ is important because the rRNA Ψ synthase, DKC1, is mutated in X-linked Dyskeratosis Congenita (X-DC) and Hoyeraal-Hreidarsson syndrome (HH). Here we characterize ribosomes isolated from a yeast strain where Cbf5p, the yeast homologue of DKC1, is catalytically impaired through a D95A mutation (cbf5-D95A). Ribosomes from cbf5-D95A cells display decreased affinities for tRNA binding to the A- and P-sites as well as the cricket paralysis virus IRES (Internal Ribosome Entry Site), which interacts with both the P- and E-sites of the ribosome. This biochemical impairment in ribosome activity manifests as decreased translational fidelity and IRES-dependent translational initiation, which are also evident in mouse and human cells deficient for DKC1 activity. These findings uncover specific roles for Ψ modification in ribosome-ligand interactions that are conserved in yeast, mouse, and humans.

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This study investigated the potential benefits of employees' customer orientation to service providers. To achieve that aim, the author tested relationships between customer focus (creating value for customers) and customer feedback (seeking evaluations of work and quality) and perceived service quality and customers' affective commitment and loyalty to service firms. Mail survey data were collected from customers of two call centers in Australia. The samples consisted of end “consumers” of insurance services (n = 289) and business “customers” of a bank (n = 325). Two key findings emerged from the final structural model. First, customer focus was related to loyalty, with partial mediation by perceived service quality. Second, and in contrast, customer feedback exhibited a direct relationship only to affective commitment. The findings were highly consistent for the two samples and have implications for both managers and researchers.

Studies in services management from the different perspectives of marketing, operations, human resources and psychology support the existence of a variety of links between organisations and their customers. The basic premise asserts that organisational characteristics and practices are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit. Empirical studies support many of these associations and streams of research link them into linear sequences. However, the evidence is not unequivocal and this review challenges it by highlighting the complexity and non‐linearity of many of the proposed links, and the existence of reciprocity between certain variables. In synthesising the evidence in relation to the proposed links, the paper also identifies conceptual and methodological issues, unanswered questions and potential future research.

Practice and experience are central concepts in service logic (SL), and research has provided increasingly sophisticated accounts of their role within value creation. However, to date, they have been largely treated separately and despite acknowledgement that they are intertwined, the precise nature of their relationship remains unclear. To respond to this problem, we introduce Bourdieu's recursive triad of practice-habitus-field as a theoretical lens to articulate how sensemaking processes incorporate an explicit link between practice and experience. We then utilize the theoretical lens to examine value creation for participants of a self-reliance training course. Our article contributes to the theorization of value creation by showing how it is dependent upon the temporal intertwining of practice and experience; how the unconscious or anticipated/foreseen nature of practice and experience become manifested in value creation and how zooming in and zooming out can be simultaneously achieved to acknowledge the individual and contextual influences upon value creation. We present a dynamic model of practice-experience links in value creation, which both extends the theory of SL and provides a basis for further work. The article concludes with managerial implications.

Studies on call centres suggest that there is a focus on efficiency at the expense of effectiveness, where effectiveness is indicated by characteristics such as customer orientation, service priorities and quality. It therefore appears that customers will expect and experience low levels of service quality from call centres, with possible implications for their loyalty to the providing organisation. These issues are the focus of this study. A mail survey was conducted of recent clients of two call centres in Australia. The respondents were individual consumers in an insurance company (n = 284, 14 per cent) or business customers of a bank (n = 325, 16 per cent). Key findings are similar for the two samples. Both perceptions of quality and customer orientation of the call centre were related to loyalty to the providing organisation, and perceptions of quality partially mediated the customer orientation to loyalty relationship. The discussion includes managerial implications and potential future research.