Issues

Open Access Issue In Progress

Open Access Issue In Progress

Effective complaint management on social networks: the impact of response strategy, type and account on consumer reactions

Silke Bambauer-Sachse; Sanja Maria Stuhldreier
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Different shades of sharing in the sharing economy: a prototype theory approach

Payam Akbar
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How and for whom does customer incivility affect employee outcomes? A three-wave survey

Makoto Fujii
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Digital co-waiting: humour, camaraderie and emotional flux during Fortnite’s Black Hole event

Gerard Ryan; Othmane Aride; Maria del Mar Pàmies; Mireia Valverde
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Unexpected utilization of servicescape dimensions to support customers experiencing vulnerabilities

Birgitta Sandberg; Leila Hurmerinta; Henna M. Leino; Jenny Paananen
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