Purpose This study aims to understand the engagement between an indigenous social service provider and marginalised clients deemed “hard-to-reach” to gain an insight into how to improve the client’s engagement and well-being through transformative value co-creation....

Purpose – Classical socio‐demographic segmentation approaches of tourists mostly fail to cluster customer groups appropriately. More recent segmentation approaches have employed a more customer‐centric perspective, attempting to capture consumer behavioral patterns. Within such...

Purpose: This viewpoint sheds light on an as yet underrepresented consumer group. Considering impaired consumers in our theories would not only change these theories’ meaning but also add variance. These theories would therefore develop from a specific case theory to a broadly acceptable and...

Despite the importance and popularity of the stewardship concept in the current management literature, antecedents and the role of the surrounding framework of stewardship remains poorly understood. Similarly, relatively little is known about the outcomes of stewardship. In this study I set out...

Purpose: The purpose of this paper is to replicate the EXQ measurement scale in the business-to-business (B2B) environment of two African countries. This paper contrasts EXQ’s measurement specification and structure in these two countries with a European sample. Design/methodology/approach:...

Purpose: The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an...