Purpose – The purpose of this study is to determine the value a convention center provides its customers, the brand the center offers, and the importance of the customer/business relationship. Value, brand, and relationship equity (RE) are components of customer equity (CE)....

Purpose – The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting. Design/methodology/approach – Given the dyadic nature of the study, a two‐way sample design was used which integrated employee responses...