...Rebekah Russell-Bennett; Rowan Bedggood; Maria M. Raciti Purpose The purpose of this editorial is to call out the practice of using identity-first language and labelling consumers and customers, describing them as “vulnerable” and offers practical strategies for person-first language of consumers...

... to exam the combined effect of flirting type and flirter's sex on positive and adverse customer reactions. In Study 1, participants (N = 555) were divided into four scenario conditions in a 2 × 2 between-subjects experimental design: server sex (male vs female) and flirting type (authentic vs...

... with service marketplace disruptions. This work focuses on customers (individuals or groups of individuals) as key marketplace stakeholders. Design/methodology/approach Pragmatism provides a foundation for theorizing about change by connecting human actors’ cognitive belief structures and their actions...