Consumers' emotions play a salient role in consumers' buying process, their consumption
behaviours, and their engagement with product/service offerings, owing to which, it has …

Consumer-firm co-creation is increasing in the tourism industry. In light of the central role of
customer experience in tourism, this research is motivated by the limited understanding of …

Event Studies is the only book devoted to developing knowledge and theory about planned
events. It focuses on event planning and management, outcomes, the experience of events …

The nature of the consequences of knowledge hiding, defined as an intentional attempt to
withhold knowledge that has been requested, and the mechanisms through which …

Electronic word-of-mouth (eWOM) is a key source of information for consumers and is also a
vitally important source of value to business and website owners. In this study, we …

Customer participation is growing into a widespread phenomenon in the service context.
Despite the inherent significance of customer expectations to service failures in the high …

Existing tourist emotion studies are biased toward examining tourists' positive emotions due
to their positive influence on a range of post-consumption behaviors. Tourists' negative …

Purpose This study aims to explore the antecedents that generate value co-destruction, the
negative outcomes resulting from interactive value formation, in the sharing economy …

To help managers better balance online service failures and recovery strategies,
organisations are increasingly offering a variety of recovery programmes. Anecdotal reports …

In search of innovation and market success, firms have started to empower their customers
in many ways, from customizing and self‐producing their own products (products made for …