Purpose – Recent discussions of the service‐dominant logic (S‐D logic) and the creation of a multidisciplinary service science highlight the need for a paradigmatic discussion that provides directions for ongoing service research. This article aims to examine different epistemological...

Purpose – During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers, which in turn often leads to customer satisfaction and loyalty. However, these relationships have not been empirically examined. The...

Purpose – Brand alliances take various forms, yet academic research has not investigated how value spillovers differ between partners. The purpose of this paper is to address psychological mechanisms to uncover consumers’ perceptions of a service alliance when a strong service brand partners...

Purpose Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is concerned for them in such emotionally charged service encounters (ECSEs) is crucial, considering the...

The aim of this paper is to contribute to the strategic management literature by identifying the possible combinations among three organizational capabilities (market orientation, knowledge processes and customer relationship management). We also analyze the possible interaction among them to...

The aim of this paper is to contribute to the strategic management literature by identifying the possible combinations among three organizational capabilities (market orientation, knowledge processes and customer relationship management). We also analyze the possible interaction among them to...