Commercial organisations that seek to profit directly from sales often measure loyalty as a form of ‘good-will’, which can be calculated by accounting measures such as the net-present-value (NPV) of
Digital service platforms such as Uber, Airbnb, and Didi are increasingly adding customer ratings and tipping functionality to their apps. Although these changes benefit customers, they also negatively impact service
Service firms strive to ensure frontline employees present authentic smiles to customers to enhance service performance. However, inauthentic positive displays, such as fake smiles, and even authentic negative displays, such
Emerging direct-to-consumer brands, like Dollar Shave Club (personal grooming products), Sauce Boss LLC (sauces), and Muscle Box (fitness goods and supplements), challenge the commonly held view that customers are averse
Frontline employees’ fake smiles, also called positive emotion display inauthenticity, are common despite firms’ efforts to ensure real smiles in service delivery. This may be detrimental to service performance and,
This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Variety-seeking occurs when consumers diversify their choices in one consumption or switch between different
This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Traditionally, travel information came from a restricted range of sources such as tourist boards
This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Cannabis tourism emerges as a tourism form whereby tourists consume cannabis while temporarily traveling
This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Entrepreneurial bricolage is a coping mechanism for early-stage, resource-constrained ventures by applying combinations of
This article is a summary of research prepared for the ARA Research Committee by QUT Researchers Dr Bree Hurst In a free and open market economy, organisations depend on the
