Customer integration is an integral element of the innovation process today. Yet, despite the potential for integrating external knowledge into new product development (NPD) processes, companies often fail to benefit sufficiently from customer integration. Research attributes this failure to...

Purpose – Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources (COR) theory and the notion that employees have finite emotional resources, the purpose of this paper is to examine the consequences of emotional labour among employees who...

Purpose Given the strategic importance of firm reputation because of its potential for value creation, extant reputation research focuses on favorable customer outcomes. This study proposes and tests a model that relates the customer-based corporate reputation (CBR) of fashion retailers to...

Purpose Many booking services in traditional people-processing service areas such as gastronomy were recently transformed into online reservation services. While advantages for platform providers (i.e. a share of the respective business) and merchants (i.e. increased operational efficiency) seem...