Improving customers' service experiences by identifying ways to develop organizational cultures that better motivate and engage service employees is an important issue for service organizations and a top priority in services research. However, extant services research focuses far more on...

Communication between buyers and sellers is central to the supply chain philosophy. Further, the trend toward more detailed customer demands has made it even more important for firms to solicit input and feedback from their customers in order to better tailor their offerings to customer needs....

This paper describes the development and validation of a measure of organizational investments in social capital (OISC). The scale development process is carried out over three stages (item generation, scale purification, scale validation), with two separate data collection phases involving a...