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...

Unclaimed prize information (i.e., the number of prizes still available to be won) is information commonly provided to scratch card gamblers. However, unless the number of tickets remaining to be purchased is also provided, this information is uninformative. Despite its lack of utility in...

Past research has provided evidence that customers' affective responses to service packages, or bundles, include aspects related to the content of the bundle and the timing of bundle elements, or events. Service design efforts that attempt to maximize these affective responses may be inhibited...