Purpose: The purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult customers”, which has many associated costs for service organizations. The paper examines how frontline...

Purpose: The purpose of this paper is to explore the changing nature of the relationship between service workers and their work arrangements. Building upon classical and contemporary management theories and examining current trends and disruptions in employment relationships, it proposes a...