Purpose – The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors. Design/methodology/approach – A total of 264 online shoppers were surveyed using a...

Purpose – Current relationship marketing literature has stressed the importance of building customer‐employee bonds. These efforts sometimes result in customer‐employee relationships that overwhelm or supersede the customer‐firm relationships. Previous studies report that such an...

Purpose – This paper aims to explore the different forms of other customers' influence in various service settings. Design/methodology/approach – The critical incident technique (CIT) method was used to collect and analyze the data. A total of 142 critical incidents involving other...