Service encounters nowadays are increasingly characterized by customer-to-customer
(C2C) interactions where customers regularly become targets of other customers' …

Customer misbehavior in access-based mobility services such as car sharing and public
transport deteriorates the quality and profitability of business models. Basing on organismic …

Purpose Based on the resource conservation theory, this research paper aims to evaluate
the positive impact of customer orientation on frontline employees' emotional exhaustion …

Recent disruptions, labor shortages, and fiscal pressures, especially in retail service
environments, have necessitated and highlighted changes in the roles and responsibilities …

Purpose Unacceptable behaviour in retailing–negative customer deviance (NCD) is rising,
damaging retailers financially. Current research investigates forms of NCD by addressing its …

Purpose While the positive effects of customer citizenship behavior are well established,
research on its potential negative consequences is scarce. This study aims to examine the …

The role of other consumers (ie bystanders and brand advocates) in webcare has been
underexplored in the setting of CSM. This study fills the void by portraying a dynamic …

The sharing economy has fundamentally transformed customers' lives. Providing short-term
access to resources, however, creates environments in which customers regularly become …

Purpose The purpose of this study is to investigate possible drivers of loyalty amongst
Islamic banking customers in Gauteng, South Africa. We ponder the relationships of service …

Purpose Dysfunctional customer behavior (DCB) is costly and problematic for organizations.
This research seeks to understand how DCB spreads and how businesses can effectively …