Purpose This study investigates service adaptation in a business-to-business context and explores the characteristics of service adaptation and how it takes place in business-to-business markets. Design/methodology/approach Two case studies were employed to obtain both suppliers’ and...

Purpose Absolute satisfaction ratings are widely used, but demonstrate a poor link to share of wallet, in part because this relationship is mediated and/or moderated by customer characteristics (including total spend in the category) and heterogeneity of scale usage. Relative satisfaction...

Purpose This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress–job strain relationship among frontline employees. Design/methodology/approach Drawing from...