Purpose: Studies report that frontline employees frequently discriminate against overweight customers, a group of vulnerable consumers that is growing worldwide. However, because most discrimination by frontline employees is covert, the authors ask whether overweight customers perceive...

How can service firms manage displays of frontline service employees most effectively? Building on organizational control theory, this research develops a typology of employee display controls for routine service delivery that distinguishes three formal controls (aesthetic, emotional, and...

Viele Dienstleister im Business-to-Business-Bereich befinden sich in dem Dilemma, nicht exakt bestimmen zu können, welcher Preis für die von ihnen angebotenen Dienstleistungen den größten Wettbewerbsvorteil bietet. Dies wirkt der eigenen Wettbewerbsfähigkeit nicht selten entgegen. Michael...

Customer relational benefits have been identified as a driving motivation for consumers to engage in long term relationships with service providers. Such benefits can be expected to play a crucial role in the success of service firms when extending their business into other countries and...