...Maria Sarmento Purpose This paper aims to explore how dignity is negotiated in solidarity service encounters, contributing to transformative service research ( TSR ) and services marketing. It examines how recognition and exclusion are co-created through micro-practices between service users...

... a smart shopping mall. The study integrates and draws on the service encounter model (Bitner, 1990 ; Bitner et al., 1997 ; Solomon et al., 1985), trust-commitment theory (Morgan and Hunt, 1994), flow theory (Csikszentmihalyi, 1990) and experiential value theory (Mathwick et al...

... Publishing Limited Licensed re-use rights only Older consumers Stereotype threat Service failure Service encounters Vulnerable consumers It is expected that between 2017 and 2050, virtually, every country in the world will experience a substantial increase in the size of the population...

.... Big Data Strategy Customer value Customer service Service encounters Business model Digital Service Customer experience Digital economy Digital transformation strategy Data-driven business models Machine learning AI Digital technologies Mohamed Zaki can be contacted at: mehyz2...

... Service Empathy Helping behavior Well-being Service encounters Perspective taking Caring Frontline service employees Customer care Dysfunctional customers Emphatic concern Let me hold the door for you. I may have never walked in your shoes, but I can see your soles are worn, your...

...Gerardo Joel Anaya; Li Miao; Anna S. Mattila; Barbara Almanza Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online...

... Emerald Group Publishing Limited Licensed re-use rights only Customer-to-customer Service co-creation Customer participation Peer-to-peer Service encounters Customer compatibility In all, 11 women were removed from the Napa Valley Wine Train in northern California for disturbing other...