Purpose: Digital media has revolutionized societies and changed forever how we do business. This paper aims to determine the current scope of service research in the area of digital media, identifying research gaps and introducing new research contributions to complement our knowledge of...

Purpose: This research examines the direct and indirect effects of immigrant consumers' (heritage vs host) cultural orientation on their opinion leadership, in relation to heritage versus host culture peers. In addition to examining the potential mediation of different exhibitions of...

Purpose: Service providers leverage their corporate reputation management efforts to increase revenues by shaping customer attitudes and behaviours, yet the effects on customer innovation adoption and customer value remain unclear. In an extended conceptualisation of customer-based corporate...

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...

With growing competition and the increasing complexity of commercial information, interpersonal communication continues to be important to marketers. Market mavens, those consumers with general product knowledge that act as disseminators of product information, play a central role in influencing...

Purpose – Long‐term orientation (LTO) is an important cultural value, which has been shown to meaningfully affect the behavior of individuals. Bearden et al. developed and tested a two‐dimensional scale measuring LTO at the individual level. This study aims to replicate and extend the work...

Purpose – Service employees frequently engage in emotional labour to express emotions to customers that conform with organizational display rules. Previous studies report equivocal findings regarding the relationships among emotional labour, job satisfaction, and quitting intentions. This...

Purpose – Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer...