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Customer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing managers to channel and foster customer experiences in customer journeys.

To support the predominantly conceptual nature of the study, an abductive approach underpinned by the authors' vast experience in academia and practice, real-life autohermeneutic phenomenological experience tales and theory on customer experience and its management by providers is deployed to craft a model that addresses and highlights the multidimensionality of experience.

This study introduces the “GraphEx” (Graph Experience) hip-pocket model, which expresses customer experience in a simple yet multidimensional fashion and offers managerial practices to foster the customer's experience. The model contains three dimensions (valence, type of experience and visceral intensity) and five managerial practices (urgent patchwork, restoring, activating and stimulating desire, bolstering and safeguarding appreciation).

This study contributes to the service literature by creating granularity in the multidimensionality of customer experience. This study advances customer experience management in practice by providing service managers with novel possibilities for understanding and managing customer experiences intelligently. This can help service providers streamline and innovate customer experience strategies during customer journeys and foster customer loyalty.

This paper aims to enrich absorptive capacity literature by specifically highlighting and adding environmental conditions and internationalisation process to the original conceptualisation.

The authors undertake a conceptual analysis and present an enhanced framework of absorptive capacity by integrating multiple literature streams. The authors have analysed the most relevant literature to provide underlying justifications for the proposed conceptual model.

Absorptive capacity ensures the long-term survival and success of a business. To develop absorptive capacity successfully, firms should focus on its various dimensions and existing intangible assets and external environment. The multidimensionality and richness of absorptive capacity is an under-explored area in the existing literature. The authors revisit the conceptualisation of absorptive capacity and add environmental conditions and the internationalisation process to the original conceptualisation. Absorptive capacity does not lead to a competitive advantage independent of its environment. To successfully develop it, firms have to adopt a holistic approach by considering the multi-dimensions, drivers and contextual conditions of absorptive capacity.

This study contributes by conceptualising absorptive capacity as a dynamic capability. It is one of the first studies to specifically propose a framework that combines antecedents (prior knowledge, combinative capabilities and IT capabilities), moderators (environmental conditions, namely, market and technological turbulence, competitiveness and the internationalisation process) and consequences (competitive advantage). The study offers a unique conceptualisation with implications for researchers and managers. As a result, managers will have a well-defined blueprint to create value by using firm capabilities.

The purpose of this paper compares the experience of organizations in Australia and Singapore with respect to the multidimensionality of TQM and its relationship with quality performance and innovation performance.

A survey was initially conducted in Australia and replicated in Singapore using the same questionnaire. We obtained a total of 252 responses, 194 from Australia and 58 from Singapore. The respondents were all middle and senior management who had experience and understandings of their organizations' quality management and innovation activities.

Results of the survey cross‐validate that TQM practices take place along several dimensions. Relatively more organic dimensions such as leadership and people management are related more to innovation performance, whilst more mechanistic dimensions such as customer focus and process management are significantly related to quality performance.

Relatively small sample size, especially that from Singapore limits the generalisation of the findings.

The paper supports the compatibility of the best practices modelled in both Malcolm Baldrige National Quality Award (MBNQA) and Singapore Quality Award (SQA).

The paper presents a comparative analysis on TQM and innovation between the two countries in terms of both descriptive and structural relationships. Specifically, it confirms the construct validity and criterion validity of TQM practices presented in the earlier studies using scientific method.

The purpose of this paper is to introduce the reader to the nature of confirmatory bifactor modelling. Confirmatory bifactor modelling is a factor analytic procedure that allows researchers to model unidimensionality and multidimensionality simultaneously. This method has important applications in the field of criminal psychology.

This paper begins by introducing the topic of factor analysis and explains how confirmatory bifactor modelling is similar yet distinct to the more familiar factor analytical procedures in the psychological literature.

Through practical examples this paper explains the value of this analytical technique to researchers in criminal psychology. Examples from the existing criminal psychological literature are used to illustrate the way in which bifactor analysis allows important theoretical questions to be addressed.

This paper highlights the strengths and limitations associated with traditional “restricted” confirmatory bifactor models and introduces the notion of the “unrestricted” bifactor model. The unrestricted bifactor model allows greater flexibility for addressing interesting research questions. The paper concludes by providing the reader with an annotated Mplus syntax file for how to perform confirmatory bifactor modelling.

Long‐run corporate success requires engagement in two types of innovative activities: exploitation and exploration. However, earlier research has focused on exploration and exploitation concerning a firm's technologies. The purpose of the present article is to explicitly examine exploration and exploitation related to customers and markets.

The article is conceptual in nature, based on marketing, strategic management, and organization literatures.

The article explains the logic of exploration‐exploitation with respect to two market‐related resource classes – the firm's knowledge of markets and customers (market/customer intelligence) and market actors' knowledge of and bonds to the firm (brands/bonds) – as viewed in combination with the resource class of technologies, processes, and products (technologies/processes). The distinction of these three resource classes enables a three‐dimensional conceptualization of the ideal types of a firm's business development projects, which are seen as combinations of exploration and exploitation of resources across the three classes. The article also introduces the notions of multidimensionality of exploration‐exploitation within the resource classes and relativity of resource newness.

The article explicates how firms can orient their exploration and exploitation strategies not only on the technology dimension but also on the dimensions of market/customer intelligence and brands/bonds.

Feynman's claim that a positron is an electron moving backwards in time implies a paradox. The purpose of this paper (Part I of II) is to prevent the contradiction in physics due to this paradox.

Both physical considerations and neuropsychological considerations are applied.

The physical considerations imply that assuming multidimensionality of time prevents Feynman's paradox and additional physical paradoxes. This multidimensionality in explained by neuropsychological considerations.

A suggested method of obtaining unlimited quantity of clean energy based on the principle of annihilating matter and antimatter is presented in Part II.

This theory is entirely new. Its approach is different from that of other approaches to the multidimensionality of time.

This work aims to introduce the usefulness of the concept of value for tourism research both conceptually and empirically. Destination and tourism services can be better understood if analysed through the multidimensionality of value, as the tourist can simultaneously experience several factors: affective and cognitive, social and personal, active and reactive.

From literature review, Holbrook's conceptual framework (definition and typology) is chosen to investigate the dimensionality of consumer value in a travel‐related context (students' tourism behaviour). An empirical investigation on one of his conceptual axes – the relativistic character of consumer value – is presented.

Several research questions are proposed regarding the relativity of value, using the t‐test contrast of hypothesis: dimensions of value (efficiency, quality, play, aesthetics and social value) and a measure of overall perceived value are tested as being personal (they vary across people), comparative (with differences among objects) and situational (specific to the context).

The results presented can fully confirm the relativistic character of value dimensions; hence, the value concept is useful for analysing tourism experiences. Nevertheless, the analysis is made interpersonally. Real intrapersonal measurements on these variations with longitudinal studies are recommended for further research. The scope of this work could be broadened by testing additional axes of Holbrook's typology.

Tourism managers should regard the helpfulness of perceived value as a segmentation tool. Because of its multidimensionality, different facets of services value can be enhanced for different consumers, reinforcing in this way the strategic usefulness of value.

Although Holbrook's types of value have been the subject of several conceptual debates there are very few empirical works on it. Any multidimensional approach to value shows the richness and complexity of the value concept, but Holbrook's dimensionality is particularly interesting because it encompasses and interrelates all relevant facets of the tourism experience.

The duration of an innovation process, from new idea to new business, may take many years. This makes it necessary to incorporate a vision of the future. The Cyclic Innovation Model (CIM) shows that aspects such as multiplicity (looking at multi-fold futures) and multidimensionality (looking at different aspects of the future) should be taken into account. Looking at the different actors involved in CIM, the future should be researched with an open mind (meaning that the transition path to the future should be kept wide open) and different time horizons should be taken into account.

The multidimensionality of the concept of disability makes the development of questions to measure the concept very complicated. In addition, the purposes of data collection can require a variety of different dimensions of the concept of disability to meet the variety of data uses. This paper proposes a data matrix for use in focusing the methodologist on the issues related to the multidimensionality of the concept and the variety of data needs when planning surveys. Discussions of the three components of the matrix, purpose, conceptual domains and question characteristics, provides the reader with an understanding of the elements of this tool. Multiple tables provide examples of the possible uses of the matrix.

This study examines what is the significance of the features of inter-organizational relationships in consecutive phases of the relationship life cycle.

Qu antitative, large-scale surveying was run on 786 software developers operating in Poland. The research hypothesis regarding the systematic increase of relational features (i.e. commitment, communication, (lack of) conflict, cooperation, intensity, investments, longevity, multidimensionality of bonds, trust, and velocity) across the particular relationship life cycle phase le (i.e. initial, development, maintenance, dormant/end, and reactivation) was verified using ANOVA and post-hoc tests.

The results show that the majority of considered features of inter-organizational relationships non-significantly but progressively strengthen from the initial phase, through the development phase, to the maintenance phase, then significantly weaken in the dormant/end phase and strengthen again in the reactivation phase. Interestingly, velocity–as the only examined feature–significantly increases in dormant/end and then decreases if the relationship is reactivated.

Prior studies were focusing on single feature, this one offers a holistic view considering ten relational facets. Moreover, this is one of the few research studies exploring the changes of relational features adopting the life cycle perspective.