This study examines how customers' perceptions of corporate social responsibility (CSR)
affect their customer citizenship behaviour and the mediated link through customer …

Purpose The context of marketing and service research is rapidly changing as a result of
advances in academic research and business practice. This has implications for our …

Building on capability theory, this paper presents a reconceptualization of the innovation
capability construct within a knowledge-intensive service context, specifically, professional …

Online product recommendation agents (RAs) are gaining greater strategic importance as a
critical touch-point between marketers and consumers. Yet, the role of consumer …

在文献梳理的基础上, 本文首先介绍了生产者单独, 生产者与消费者共同以及消费者单独三种
不同的价值创造方式; 然后对近几年刚刚形成的价值共创理论的演进脉络进行了梳理 …

As a value co-creation tool, there is growing adoption of self-service technology (SST) in
hospitality. However, SST has received limited hospitality research attention. As a guide for …

Research on customer participation (CP) has focused on its benefits for customers.
However, recent research suggests that CP is beneficial to both customers and firms. The …

Interactions between human beings and chatbots are gradually becoming part of our
everyday social lives. It is still unclear how human–chatbot interactions (HCIs), compared to …

Purpose A holistic understanding of sources that evoke customer emotions is essential for
creating a positive emotional customer experience (ECX). Despite a significant focus on the …

Value co-destruction is emerging as an important way to conceptualize non-positive
outcomes from actor-to-actor interactions. However, current research in this area neither …