Purpose The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention to public services,...

Purpose: Technological developments and new customer expectations of immediacy have driven businesses to adopt on-demand service models. The purpose of this paper is to study the characteristics of a range of on-demand services in order to better understand the meaning of “on-demand” and...