Purpose – The purpose of this paper was to develop a framework linking the concept of nostalgia and experiential consumption, articulating the transformation of a mundane activity to a special experience, using the context of the small business and afternoon tea. Design/methodology/approach...

The aim of this paper is to examine the effects of the consumers' expertise the quality experience on the consumers' expectations in case of different type of service guarantees. This study was carried out in the postal clients in the west part of Hungary and was based on one questionnaire. The...

Purpose – Consumers are constantly confronted with negative information on defective or dangerous products (product‐harm crisis): the car does not stop at the red light due to faulty brakes or the t‐shirt causes the skin to itch. This research aims to provide a holistic picture of...

Purpose The purpose of this paper is to study the components and service standards of delightful service by conducting a comprehensive literature review and applying the Delphi survey method. Design/methodology/approach This study conducted a three-round Delphi survey to consolidate the...