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Recent empirical research has shown the benefits for the service firm of providing customer delight. With this link established, it is now important to garner a greater understanding of the drivers of customer delight from the customer's perspective. In response, this research addresses three focal issues: (1) evaluating the types of employee behaviors in a service encounter that lead to delight, (2) assessing consumers' expectations prior to their delightful encounter, and (3) ascertaining the differences between satisfactory and delightful encounters at the customer level. The findings indicate that employee affect and employee effort are the strongest factors in producing delight. These factors were both ranked higher than employee skills with regard to delight. Importantly, it seems that the power of these factors has not been fully revealed in previous research. Further, this research provides support for the usefulness of both the disconfirmation paradigm and the less-utilized needs-based model for evaluating customer delight.

Purpose This paper aims to draw from intimacy theory in examining the mediating effects of interactive communication and social bonds on the trust–commitment relationship. Design/methodology/approach The study is conducted in the professional services context. Qualitative and quantitative data are gathered from respondents engaged in attorney–client and real estate–client relationships. Unstructured, in-depth interviews are first conducted for use in model development. Study hypotheses are examined and mediation tests are conducted utilizing the serial multiple mediator model proposed by Hayes (2013). Findings Study findings indicate that intimate relationships in the professional services context are characterized by interactive communication and social bonds, and that the variables act as full mediators of the trust–commitment relationship. Though trust has a positive and significant effect on commitment in isolation, this relationship becomes nonsignificant when simultaneously accounting for the effects of the two variables. Practical/implications Study findings suggest a need for programs designed to assist professional service providers in the development of intimate customer relationships. The importance of interactive communications and social bonding should be emphasized in these programs. Originality/value The study is one of the few empirical papers to investigate the role of intimacy in service relationships and the first to illustrate its mediating effects on the trust–commitment relationship.

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Purpose -The purpose of this paper is to present a newly developed scale useful for measuring supply chain security culture (SCSC), defined as the overall organizational philosophy that creates supply chain security as a priority among its employees through embracing and projecting norms and values to support secure activities and to be vigilant with security efforts. Design/methodology/approach -The approach to developing a scale for SCSC follows the steps presented by Churchill. This includes conducting steps such as: generating items, establishing face and content validity, conducting a pretest to refine items, and validating the scale through an additional data collection so reliability, convergent, discriminant, and predictive validity can be evaluated. Findings -The process yielded a unidimensional, five-item scale with strong psychometric properties. Through empirical verification, this scale is shown to exhibit high levels of reliability and validity. Research limitations/implications -Organizational culture has been a construct of interest in social science research for many years. The new phenomenon of supply chain security has been recently introduced to academics and practitioners. Thus, the presented scale has applications for theory and practice. Limitations of the study include allowing one error term to correlate in the SCSC scale and the resiliency scale, a somewhat low response rate, and no ability to test for common method variance bias. Practical implications -Practitioners will find the presented scale useful in gauging the culture of their respective organizations in terms of supply chain security. A security focused culture is important for organizations to protect their supply chain. Originality/value -The paper provides a useful measurement tool for use in future research addressing the social aspects of security management within the supply chain context.

Current and emerging issues concerning the written comprehensive exam process are addressed. Both the purpose and structure of this exam are considered. Survey results are presented that describe the purposes of the exam from the perspective of doctoral coordinators. Also included is a description of how marketing departments are currently administering these exams. The movement to nontraditional exam structures is documented, and a description of several of these nontraditional approaches is provided. The authors conclude with a discussion of comprehensive exam issues and provide a recommendation for ongoing assessments of exam choices based on specific program objectives.