Purpose – The purpose of this paper is to offer a reflection on the role that meta-analysis can play in theory building for service phenomena. Design/methodology/approach – The paper illustrates the benefits of conducting meta-analysis, presents its basic steps, and then uses an example to...

Purpose – The purpose of this paper is to scrutinize platforms for members to exchange information by information-based online communities (IBOCs, like LinkedIn or Facebook). Because member participation is vital for IBOCs, this research aims to identify and validate factors that drive member...

Purpose – The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes. Design/methodology/approach – This conceptual paper draws upon prior theory and empirical...