Purpose: The purpose of this study is to provide insights into mechanism by which environmentally friendly initiatives positively affect a service firm's revenue stream. First, it explores attributes consumers associate with green services. Second, it affirms the mediating role of warm emotions...

Purpose: Despite the common understanding of what interestingness is, few people can explain what makes something interesting. The purpose of this paper is to explore the theoretical foundation of interestingness and test if it has merit in the branding context. It aims to help practitioners...

Purpose – The purpose of this paper is to reassess the properties of the hierarchical service quality model (HSQM) – a previously introduced service quality assessment tool. The HSQM views service quality as a three‐tiered concept with interaction quality, outcome quality, and physical...

Purpose – The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter© Index (NPI), the evidence of its ability to predict financial performance, and the evidence of its superiority to other voice of customer metrics. Second, it seeks to investigate the...