Enabled by the proliferation of new marketing channels, customers can utilize and compare
marketing mix–related information across channels in a direct manner, which entails a more …

Managing customer experiences has become a key strategic priority for service research
and management. Yet researchers and managers lack a customer experience (CX) …

Purpose Literature from across design studies and innovation management, as well as food
marketing research evidence, is examined to highlight the interdisciplinary and experiential …

Using data from India and the USA, this research expands the expectation–confirmation
model (ECM) to include constructs like neutral confirmation, customer-to-customer (C2C) …

Purpose The purpose of this study is to examine the role of other customers in explaining
customers' relation with a brand. A conceptual model, which incorporates other customers …

When dissatisfied customers voice their complaints on companies' social media pages,
many other consumers can observe such interactions. Yet, only limited research has …

Our study applies legitimacy theorizing to service research, zooming in on co-prosumption
service business models, which reside on significant direct contacts among provider-actors …

Underpinned by complexity theory, this study investigates whether the influence of social
and physical servicescape on international travelers' dissatisfaction and misbehavior differs …

This research examines the influence of service recovery transparency on customer
forgiveness to retain customers in the context of service recovery via social media. We …

Increasingly, customers use social media to voice complaints, making those comments
visible to a wide range of uninvolved, virtually present others (VPOs). Many companies seek …