The antecedents and consequences of customer emotions in collective hedonic services: An exploratory study

The investigation of the antecedents that influence positive and negative customer emotions and how these emotions influence service outcomes has not been studied in the context of collective hedonic services. In addition, the possibility of moderating effects has not been explored. This paper reports the findings of a qualitative exploratory study that sought to understand the antecedents and consequences of customer emotions in the context of collective hedonic services. This study involved five focus group interviews of customers that attended sporting, performing arts and popular concert events. The findings have important implications for managers and for managing the service process of collective hedonic services.

United we stand: A call for collective cooperation of SME's when they trade globally using internet technology

This paper examines the potential for cluster associations to act globally, enabled by information computer technology (ICT). In particular, it explores the relationship between cooperation and organizational structures and systems of action in developing an ICT capability. The slow up-take of ICT and the problems involved is also becoming of increased interest to policymakers. This paper outlines how, through the use of cluster associations based on co-operation and effective structures and systems, this can be maximized. The proposition introduced in this paper argues that cluster associations with low power-dependence and decentralized structures are better able to provide the necessary support that such SMEs require to utilize the technology