Purpose – The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of interpersonal service quality and utilitarian value during e-contact center interactions. Design/methodology/approach – Participants completed an online survey about...

Purpose: The purpose of this paper is to explore the everyday tasks and activities undertaken by retailer entrepreneurs and owner/managers when they strategize. Specifically, it interrogates the nature of the intuitive, idiosyncratic strategic agency of a retail owner/manager....

Purpose: The purpose of this study is to investigate patterns in the social construction of occupational jurisdiction and related professional career identity. It examines the agency associated with framing messages that influence perceptions about the professional nature and value of retail...