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Purpose – This research aims to provide a synthesis of the normative prescriptions from the scientific literature as it relates to customer loyalty tracking and an evaluation of how close practice comes to these prescriptions. It offers a description of the landscape for how and why aspects of...
Purpose – This article seeks to advance a novel service network perspective, based on the service‐dominant logic, designated as service‐dominant networks (SDN). Design/methodology/approach – Service‐dominant logic components serve to build and describe SDN. Specifically, resources and actors are...
Purpose – This paper seeks to examine the relevance of some existing Western motivation and job design theories in explaining employees' service performance, termed service orientation in delivery, in a developing country context. Design/methodology/approach – The satisfaction‐performance thesis...
Purpose – The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting. Design/methodology/approach – Given the dyadic nature of the study, a two‐way sample design was used which integrated employee responses with...
Purpose – Insufficient attention to the specific nature of healthy food experiences might limit the success of related innovations. The purpose of this article is to adopt a value‐in‐use perspective to conceptualize healthy food consumption as experiential and emotional, rather than the mere...
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