Purpose: Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into its theoretical framework....

Purpose: The purpose of this paper is to examine the role of proto-institutions that are new institutional subsystems that subsequently affect the current institutional arrangements in the evolution of service ecosystems. Design/methodology/approach: To shed light on the mode of action of...

Purpose The literature establishes complex relationships between entrepreneurial orientation (EO) and performance, with mixed findings suggesting the variability of the magnitude of the relationship between the two. Some studies report a positive relationship, some negative, while some report an...

Purpose The purpose of this paper is to combine the evolving fields of customer delight and positive psychology to investigate a broader conceptualization of customer delight. Furthermore, to investigate antecedent variables that impact this broader conceptualization. Design/methodology/approach...

Purpose The purpose of this paper is to examine the joint effects of menu pages (single page vs multiple pages) and assortment organization (benefit- vs attribute-based) on consumers’ perceptions of variety with large assortments. Design/methodology/approach A 2 (assortment structure: single...

Purpose While extant service-centric research has largely focussed on managerial advantages, few studies have addressed how brand engagement emerges in the broader context of consumer lives. The purpose of this paper is to develop a novel intersubjective hermeneutic framework that bridges the...

Purpose The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement...

Purpose The purpose of this paper is to deepen the understanding on patient participatory behaviours in co-creation of value drawing from the perspective of self-determination theory (SDT) focussing on motivation in particular. Design/methodology/approach A model is proposed to suggest the...

Purpose The purpose of this paper is to understand when, how, and why service employees adapt the service encounter to meet the values and expectations of culturally disparate customers. Design/methodology/approach The authors tested the hypothesized framework utilizing a scenario-based...