Purpose: This study aims to serve as an important resource for customer engagement (CE) researchers by presenting a comprehensive, up-to-date and objective assessment of the status and evolution of the CE literature. This purpose is achieved through simultaneous consideration and separate...

Purpose: There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the influence of employees’ conspicuous consumption cues (ECCCs) on consumer responses toward service failures...