While many frameworks of service dynamics assume that consumers will not intentionally disrupt service encounters, a growing body of studies argues that dysfunctional customer behaviors are far from rare. Although a number of studies have explored such behaviors, deliberate fraudulent returning...

Purpose - Relationship marketing is now commonly acknowledged as an alternative marketing paradigm. However, despite the use of the relationship metaphor in marketing contexts for many years, recently there have been criticisms of this cross-fertilization of theory into consumer marketing...

Purpose - This paper seeks better to conceptualise, operationalise and subsequently to test a multi-dimensional and more social view of servicescape and the direct and moderated linkages with loyalty intentions. Design/methodology/approach - A survey research method was used to study...