Purpose – Previous research has explored the impact of customer participation in organizational‐sponsored loyalty programs on customer loyalty; however, the findings are mixed. Other research, outside the loyalty program literature, reveals that customers who socially interact with other...

Purpose – The purpose of this paper is to investigate which types of service employees provide their customers with social support and to understand why they do so. Design/methodology/approach – The article employs a network‐based inventory method to evaluate a customer's...

Purpose – This paper aims to show how instant messaging (IM) service providers are helping and hindering societal mental health among young adults. That is, IM services provide users with an ability to obtain instantaneous and inexpensive support in their time of need. However, excessive...

Purpose – The purpose of this research is to investigate customer purchase of a service organization's logo/branded merchandise as a type of customer voluntary performance behavior. Design/methodology/approach – The article employs three separate studies; two are conducted with customers of...

Purpose – The purpose of this paper is to explore the positive aspects of casinos, and gambling entertainment in particular, by revealing the health potential of these commercial establishments. In doing so, this work helps explain the affinity of Chinese consumers with gambling....

This article conceptualizes and presents a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and transformative consumer research and focuses on well-being outcomes related to service and services. A conceptual framework...