Purpose Understanding customers is critical for service researchers and practitioners.
Today, customers are increasingly active online, and valuable information about their …

Purpose This paper aims to focus on collaborative consumption, that is, the peer-to-peer
(P2P) exchange of goods and services facilitated by online platforms. Anchored in the …

Conceptualizing negatively valenced influencing behavior: forms and triggers | Emerald Insight
Books and journals Case studies Expert Briefings Open Access Publish with us Advanced …

As the marketing literature increasingly construes markets as malleable entities, research
studies of 'market-sha**'strategies have gained increasing attention in recent years …

This article presents a review of published articles on Transformative Service Research
(TSR), incorporating insights from user-led research to further understand how collaboration …

Purpose The purpose of this paper is to explore why innovative service ecosystems scale
up, using a service-dominant logic lens. The focus is on identifying the key drivers of the …

Purpose Service-dominant logic acknowledges that actors can influence how service
ecosystems evolve through institutional work, but empirical research is only nascent. This …

Purpose As a company's corporate social responsibility (CSR) image can protect from the
backlash of a service failure, it is important to remind customers of the company's CSR …