Consumers' emotions play a salient role in consumers' buying process, their consumption
behaviours, and their engagement with product/service offerings, owing to which, it has …

Technology developments relating to automation, artificial intelligence, and robots have
transformed the landscape of service industries, including hospitality and tourism. Through a …

Purpose Brands are increasingly considering the use of chatbots to supplement, or even
replace, humans in service interactions. Like humans, chatbots can follow certain service …

The value co-destruction process: a customer resource perspective | Emerald Insight Books
and journals Case studies Expert Briefings Open Access Publish with us Advanced search …

Most marketers point to product brands in discussing the use of customer emotions in
building strong brands. It is, however, proposed here that emotions play an even more …

We conducted a study to test the interactive effects of abusive supervision, ingratiation, and
positive affect (PA) on strain (ie, job tension and emotional exhaustion) and turnover …

Purpose–This paper aims to conceptualize and empirically test the determinants of service
interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP) …

This paper extends Lawler's argument (in “An affect theory of social exchange”) that social
exchanges can create a sense of shared responsibility to service settings, and predict that …

The current study used Mintzberg's (1983) conceptualization of political will and political skill
to evaluate the predictors and consequences of political behavior at work. As elements of …

Ingratiation is an impression management tactic used by those who seek to obtain the favor
of others. Previous studies mainly examine the role of ingratiation from the initiator's …