Purpose – The purpose of this study is to develop a performance measurement system of environmental sustainability in service settings and to empirically examine the relationship between the measured environmental sustainability and operating performance. Design/methodology/approach – This...

Purpose – Building trust is crucial for e‐service providers looking to develop long‐term customer relationships. But consumers from dissimilar demographic groups behave differently. Therefore, the aim of this study is to investigate the question, how do consumers from different...

Purpose This paper aims to propose that the literature on customer engagement has emphasized the benefits of customer engagement to the firm and, to a large extent, ignored the customers’ perspective. By drawing upon co-creation and other literature, this paper attempts to alleviate this gap...

We present a broad-based, consumer-centric view of innovation--referred to as "perceived firm innovativeness" (PFI). PFI is conceptualized as the consumer's perception of an enduring firm capability that results in novel, creative, and impactful ideas and solutions. We develop and validate a PFI...