Although researchers have suggested that the performance of the salesperson during sales
encounters is critical, many of the underlying mechanisms that govern the interaction …

Our title plays with the promise on certain consumer goods packages of “no assembly
required,” but in fact we call upon the reader to assemble new theories rather than rely on …

The Presentation of Self in Contemporary Social Life covers the popular theories of Erving
Goffman, and shows modern applications of dramaturgical analysis in a wide range of social …

Businesses have embraced the Internet to reap economic advantages through the use of
Websites. Most Website design guidelines fail to address issues of branding and identity …

The behaviour of employees is an important element in the expression of identity. That
behaviour therefore relates to different identity-focused, corporate-level concepts such as …

Research on customer relationships has documented that customers focus not only on the
functional benefits they receive, but also the relational benefits. This study examines the …

Technology is changing frontline service scripts. Businesses are now using mobile point-of-
sale applications (eg, Square) and mobile technology (eg, iPad) to prompt customers for …

Workplace emotions are intense and disruptive, so contagion becomes inevitable. With the
presence of diverse groups of employees, from generational cohorts to genders, working …

We compared effects of information about a stereotypical service provider with that about a
counterstereotypical service provider on inferences about the similarity of employees within …

The management of images projected to consumer audiences is a key task for sport service
organisations; however, the number of “touch points”(interactions between employees and …