Markets are increasingly demanding more sustainable products and services, as well as more information about the environmental qualities of the products and services they use. To meet market expectations, modern management needs powerful tools that can create an understanding about the...

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...

Corporate reputation attracts significant attention among marketing scholars. However, researchers often overlook customers' opinions specifically. Walsh and Beatty [Walsh, G., Beatty, S.E., Measuring Customer-based Corporate Reputation: Scale Development, Validation, and Application. J Acad...

This study investigates the moderating role of culture and relationship age in the relationship between customer-based corporate reputation (CBR) and customer loyalty using data from two service contexts (retailing and fast-food restaurants) in three countries (France, the U.K., and the U.S.)...

Recent corporate reputation research focuses on customers as an important stakeholder group for whom firm reputation matters. The authors hypothesize that customer-based corporate reputation (CBR) may affect customer citizenship behaviors (CCB) and that both commitment and loyalty mediate the...