Purpose: The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach: An experiment was designed using...

Purpose: Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer orientation (CO) remain poorly understood. Acknowledging this paucity of research, the authors draw upon a...

Purpose: This paper aims to develop impact value (IV), both theoretically and practically, to better account for the processes of value creation within complex service ecosystems. Design/methodology/approach: This conceptual paper connects the complex systems nature of service ecosystems and...

Purpose: The purpose of this paper is to introduce ecotones to the service literature as a conceptual extension of the service ecosystem (SE) framework. Design/methodology/approach: To synthesise the contribution, an illustrative empirical case study with research of nine organisations and...