Purpose – This study seeks to investigate the service interaction behaviors that elicit a sense of comfort for the customer in the service encounter, and to investigate the mediating role of comfort on assessments of quality, customer satisfaction and positive word‐of‐mouth in two...

Why does knowing the nationality of the company help predict its financial leverage? Differences in institutional backgrounds provide only a partial answer to this question. This study suggests that national culture affects corporate capital structures. Empirical hypotheses, drawn from financial...