Purpose: The purpose of this paper is to investigate how cultural tightness may influence consumers’ attitudes toward insurance services and occurrence of insurance fraud. Design/methodology/approach: Drawing on Gelfand et al.’s (2011) theory of tight and loose cultures, the authors...

Purpose – This paper aims to investigate the cultural variability in assessing the severity of a service failure. Design/methodology/approach – Two separate studies were conducted. The first investigates differences in the perception of service failures across two cultural pools of subjects...

Purpose – The purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for the customer service management. Design/methodology/approach – Extant literature on social exchanges...