Purpose: Digital media has revolutionized societies and changed forever how we do business. This paper aims to determine the current scope of service research in the area of digital media, identifying research gaps and introducing new research contributions to complement our knowledge of...

Purpose: Service providers leverage their corporate reputation management efforts to increase revenues by shaping customer attitudes and behaviours, yet the effects on customer innovation adoption and customer value remain unclear. In an extended conceptualisation of customer-based corporate...

Purpose – Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources (COR) theory and the notion that employees have finite emotional resources, the purpose of this paper is to examine the consequences of emotional labour among employees who...