@article{8987f54cec394afa90193249121f2b96,
title = "Customers{\textquoteright} tales: Special-request motives and responses to frontline employees{\textquoteright} denials",
keywords = "Cognitive appraisal theory, Service triad, Service-dominant logic, Special requests, Value co-creation, Value co-destruction",
author = "Sijun Wang and Bove, \{Liliana L.\} and Beatty, \{Sharon E.\} and Lu, \{Fang Chi\}",
note = "Publisher Copyright: {\textcopyright} 2025 Elsevier Inc. All rights are reserved, including those for text and data mining, AI training, and similar technologies.",
year = "2026",
month = feb,
doi = "10.1016/j.jbusres.2025.115803",
language = "English",
volume = "204",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier",
}