Increasingly, customers are expecting more and better service. As such, enterprises need guidelines and frameworks for addressing these expanding requirements. The concept of process completeness helps us to consider service from the customer's viewpoint; arguably, the only perspective to take....

The article introduces four relational models from the social sciences that are relevant for classifying retailer-consumer interactions. Similarities between the relational models are identified and two continuous relational dimensions-personality-relatedness and reciprocity-are derived. The...

Using longitudinal data from a major airline and the conditional difference-in-differences technique, we analyze the effects of flight delays on passengers' future purchasing behavior. We address the consequences of multiple delays, differentiating their effects on members and non-members of the...