Purpose – The purpose of this paper is to extend the emergent consumer tribe literature to facilitate a more complete understanding of the antecedents and roles implicit within consumer tribal membership. Principally a conceptual paper, this study focuses upon how a more complete understanding...

Purpose: The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach: A self-administered questionnaire was distributed to 500 respondents...

Purpose: This research seeks to provide guidance for the global manager by determining the manner through which social interaction influences service quality evaluation. Furthermore, the paper aims to explore the function of economic development in altering the role of social relationships in...

Purpose – To explore the extent to which generosity, as instructed by culture, performs both a formative and a filtering role in the consumers’ service experience. Design/methodology/approach – The critical realism paradigm, a multi‐method/discipline approach is adopted. The research...