In many countries retailers use private label brands (i.e., brands sold under retailers' own labels) to differentiate assortment and price. As private label brands enjoy growing popularity and are increasing in both their quantity and quality, they continue to attract the attention of scholars...

Workplace deviance is an employee behavior with detrimental effects on the organizational bottom line, which makes it of great interest for services management research. The author develops and estimates a model for understanding the relationship between extra- and intra-organizational...

Typically, it is customers who demand that product software be adapted to organisational processes and aligned with their organisational IT landscape. From a knowledge perspective, such customisation services can be conceptualised as a reciprocal knowledge transfer between professional service...

Summary Recent management research suggests that unpleasant work experiences of service employees cause problems with job performance, affect the bottom line and contribute to high rates of employee turnover. Although various job stressors have been studied as antecedents of employees' decision...

This research reports an assessment of Sweeney and Soutar's (2001) consumer perceived value (PERVAL) scale. The PERVAL scale contains four dimensions: quality, emotional, price, and social values. The present study develops and evaluates two short forms of the original 19-item PERVAL scale based...

This research details the development and validation of a perceived customer discrimination (PCD) scale that measures individual differences in customers' proneness to feeling treated differentially in the marketplace, especially during service interactions. Two studies identify the potential...