Purpose: To provide a keener understanding of consumers’ decision-making processes and motivations regarding deliberate counterfeit consumption, this paper aims to integrate insights from several theoretical perspectives and the relevant literature. It proposes an overlooked yet important...

Purpose: This paper aims to investigate the impact of different types of corporate social responsibility (CSR; i.e. value-creating CSR, promotional CSR and philanthropic CSR) on consumer responses and the moderating role of corporate competence. Design/methodology/approach: The authors tested...

Purpose: Frontline service employees’ (FLEs) positive personality traits enhance service experiences, for both employee and customer outcomes. Yet, limited research addresses negative personality traits. Drawing on the emotion regulation framework, the purpose of this paper is to propose a...

Purpose: The purpose of this paper is twofold: first, to examine a customer orientation mechanism through which abusive supervision influences retail salespeople’s job performance; and second, to investigate how abusive supervision’s effects may be moderated by the same leader’s use of...