Purpose: It has now become a normal part of the consumption journey for consumers to share their positive and negative service encounters with firms on microblogs such as Twitter. There is, however, a limited amount of research on service encounter microblog word of mouth (SEMWOM) and its...

The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between...