Delivering a superior retail customer experience is one of the main business goals for retailers. When retailers orchestrate various elements of the retail customer experience, provoking desirable customer emotions and cognition, it leads to higher purchase intention, increased purchases, higher...

Many organizations employ interpersonal feedback processes as a structured means of informing and motivating employee improvement. Ample evidence suggests that these feedback processes are largely ineffective, and despite a wealth of prescriptive literature, these processes often fail to lead to...