Of interest in the consumer behavior field are the drivers of experiential and aesthetic consumption. This paper considers these questions in the context of the motion picture industry. Most motion picture industry studies use secondary data to elucidate a relationship between movie attributes...

Purpose: The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach: An experiment was designed using...

Purpose: The purpose of this paper is to introduce ecotones to the service literature as a conceptual extension of the service ecosystem (SE) framework. Design/methodology/approach: To synthesise the contribution, an illustrative empirical case study with research of nine organisations and...

Purpose: Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer orientation (CO) remain poorly understood. Acknowledging this paucity of research, the authors draw upon a...

Purpose: This paper aims to develop impact value (IV), both theoretically and practically, to better account for the processes of value creation within complex service ecosystems. Design/methodology/approach: This conceptual paper connects the complex systems nature of service ecosystems and...