Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …

The dark side of customer behavior has been receiving increasing attention in the business
and management literature in recent years. Scholars have used various terminologies to …

Die Psychologie der Dienstleistung erforscht das Erleben und Verhalten von Dienstleistern
und Kunde sowie die Interaktionsprozesse zwischen diesen beiden Akteuren. Die …

Customer experience (CX) has emerged as a sustainable source of competitive
differentiation. Recent developments in big data analytics (BDA) have exposed possibilities …

Abstract Service researchers have emphasized the importance of studying the service
experience, which encompasses multiple service encounters. Although the reflection on a …

Purpose Building on the multi-divisional business model (M-model), the purpose of this
paper is to develop a better understanding of triadic business models–T-models–and how …

Abstract Drawing from Sternberg's (2003) triangular theory of hate, this paper
conceptualizes and tests the theory in the branding context. Based on two studies with 712 …

Purpose–Service organizations and marketers have focussed too much of their energy on
their core service's performance and too little emphasis on designing a customer journey …

Purpose Singles' Day (SD) in China is the world's biggest online shop** event while
consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights …

Drawing on three studies using data from six separate samples of 1151 health care
customers, the authors investigate cocreative customer practices, modeling the effects of …