Purpose – The purpose of this paper is to explicate professionals’ giving backstory, identifying what motivates and hinders professionals’ undertaking of pro bono service activities. Examples are provided of different pro bono giving styles, as professionals struggle to resolve...

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and...

Purpose – The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource integration in liminal periods. Design/methodology/approach – Using netnography, we show how consumers across four...

Purpose – The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an...

Purpose This paper aims to demonstrate how vulnerable consumer-citizens mobilize social capital following a natural disaster, showing how different forms of social capital contribute to well-being and resilience. Design/methodology/approach An embedded case study design comparing three different...