Purpose – Entrepreneurship is increasingly recognized as vital for economies to grow and survive in an increasingly competitive world. Studying the critical success factors of entrepreneurial activity is and will continue to be a primary scholarly interest. Factors that have been identified in...

Purpose – The purpose of this paper is to explore the relationship between museums and their donor clients (“friends”) by analysing the relative importance of the benefits (material and non‐material) that such friends of the organisation receive, their organisational identification with...

Purpose – The success of many high‐contact services depends on customers' compliance with providers' instructions. While existing service marketing literature urges increased attention to customer compliance, there is, to date, little research investigating its role of compliance in service...

Purpose – Customers' role in value creation has changed dramatically over the past few years. Today, many firms view customers as co‐creators of value. Until recently, however, attention to customer integration was mainly directed toward customers' role in a firm's given supply processes....

Purpose – Literature is relatively sparse on describing how companies should align their determinants for service innovations with their different types of service strategies. This study seeks to explore the alignment between three types of service strategies and determinants for service...

Purpose – This paper aims to examine the sources of consumer‐brand relationship investment, specifically isolating the sources and outcomes of communality and exchange relationship characteristics. Design/methodology/approach – The paper utilizes a survey‐based empirical study and...

Purpose – The paper aims to consider the neglected area of customer relationship management (CRM) and customer management's “dark side”; and identify the key types of dark side behaviours of service providers as well as integrated approaches to CRM that will assist in overcoming dark side...

Purpose – This study seeks to combine components of service failure recovery and customer relationship management. It aims to develop a model of the antecedents of successful service recovery that proposes relationships between employee empowerment, job satisfaction, self‐efficacy, employee...

Purpose – Environmental policies and sustainability‐focussed legislation has far‐reaching impacts across a range of aspects. This article attempts to provide a concise overview of four sustainability‐related imperatives, to understand how they apply to event management in practice and...