Purpose – The purpose of this paper is to investigate whether or not emotions experienced in customer relationships – linked to actual behavior – could enhance understanding of their future development. Design/methodology/approach – A number of individual‐level relationships between...

Purpose – The internet driven information revolution is frequently cited as one of the key drivers (re‐)shaping contemporary consumption. In particular, the internet has been seen as disrupting established conventions in professional services. Popularly, it has been viewed as a liberating...

Purpose – Proposes exploring the opportunities for reciprocal learning between the fields of crisis management and services marketing, and stimulating research on crises experienced by service organisations through the adoption of an interdisciplinary approach. Design/methodology/approach –...

Purpose – The purpose of this paper is to offer a consumer‐centric perspective on experiences and interactions that is consistent with the foundational premises of the service‐dominant logic of marketing, and which incorporates an increased understanding of the value derived from...

Observable oral participation (OOP) of customers, in the service delivery system in general and in a store format retail setting in particular, occurs in many forms and frequencies. Focusses on customer‐to‐customer observable oral participation (OOP2), studied in relation to the more...

The first objective of the study was to identify and classify product‐related information that customers expect to receive in interpersonal encounters with employees in a given retail environment. The second objective of the study was to compare the “ability” of both service employees and...