In this paper, we draw on forgiveness theory to explain the long-term reactions of customers to service failures. We find that service failures trigger significant avoidance and revenge. Over time, however, these negative motivations gradually decrease. Time has complex effects. Even though...

Nach dem Zusammenbruch des kommunistischen Blocks und dem Ende des Kalten Krieges schien in den frühen 1990er Jahren die Demokratie zu triumphieren. Zahlreiche westliche außenpolitische Entscheidungsträger, Kommentatoren und Wissenschaftler äußerten grenzenlosen Optimismus. Der extremste...

Many service interactions require customers to actively participate, yet customers often do not participate at levels that optimize their outcomes, particularly in health care. To gain insight into how customers shape a service experience with highly uncertain outcomes, we construct a model on...

The service-dominant logic (S-D logic) provides a novel and valuable theoretical perspective that necessitates a rethinking and reevaluation of the conventional literature on innovation. This literature is built upon a goods-dominant logic and has resulted in a restricted and out-moded...