Purpose: The current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention emotions. Design/methodology/approach: In order to test the model, we gathered self-administered data...

Purpose: This study aims to identify institutional work mechanisms that public actors employ in market shaping. Design/methodology/approach: The paper uses an abductive theorizing process, combining a literature review with an empirical exploration of three different market-shaping contexts....

Purpose: The purpose is to analyse the influence of inertia and group conformity on loyalty in healthcare. Design/methodology/approach: Structural equation model developed from the literature and tested with cross-sectional data from a patient online survey. Findings: Inertia is a significant...

Purpose: The definition of value adopted by the current service perspective on marketing theory is value as value-in-use. Surprisingly, however, little attention has been given to the question of what constitutes value-in-use for customers in service contexts? Therefore, the aim of this study...

Purpose: Only a few concepts in the service literature are as pervasive yet as undertheorized as is the concept of the actor. With a growing interest toward value creation as a systemic and institutionally guided phenomenon, there is a particular need for a more robust conceptualization of...

Purpose: The purpose of this paper is to explore different types of source expertise and how they influence perceived message quality. Consumers face the challenge to identify valuable online reviews. Source expertise as a signal of message quality can be displayed differently, depending on...

Purpose: Despite recognition of the importance of emotions and emotion regulation in service encounters, emotion regulation has been generally studied from an employee perspective. This study investigated customer emotion regulation behaviours (CEREBs) in face-to-face service encounters;...

The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look...