Purpose: Aesthetic clinics have expanded dramatically in recent years due to social media trends. This study aims to examine the antecedents of patient experience: product quality, service encounter, servicescape, outcome quality, electronic word of mouth (EWOM) on cognitive experience (CE) and...

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Experimental economics offers useful tools for cross-cultural research. Experimental games are well-defined environments characterized by a set of players, strategies and incentives. Conducting identical experiments with subjects from different cultures offers unprecedented control over the...