Purpose – Given the increasing number of new products competing for limited shelf space, retailer acceptance of new products is crucial to both retailers and suppliers. However, limited empirical research has investigated what drives retailers to accept or decline a new product offering....

Purpose – The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences of affective service delivery by employees. Design/methodology/approach – A theoretical framework of...

Purpose – The success of many high‐contact services depends on customers' compliance with providers' instructions. While existing service marketing literature urges increased attention to customer compliance, there is, to date, little research investigating its role of compliance in service...

Purpose – The purpose of this paper is to replicate and refine Parasuraman's 36‐item technology readiness index (TRI) across contexts and cultures to enhance its applicability and generalizability for both researchers and practitioners. Design/methodology/approach – Based on psychometric...