... Licensed re-use rights only Tipping Social norms Reactance Tip prompts Service encounters Service outcomes Choice architecture Consumer autonomy Customer service Experimental design Behavioral insight Tipping is a long-established norm in many cultures (Lynn, 2006) whereby consumers...

... of a flirting service employee’s sex on customers’ outcomes. Flirting Sex differences Server sex Service outcomes Customer Service employees Authenticity Fake displays Service businesses have emphasized maintaining long-term customer relationships (Liao and Chuang, 2004 ; Woo et al...

... to explore how customer participation, task-related affective well-being, customer knowledge, task complexity and service outcomes relate with each other. Design/methodology/approach A synthesis of relevant literature on customer participation and customer well-being reveals a conceptual model with 11...

... technology and measuring service outcomes. Originality/value – The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision...