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This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented.

A grounded theory, qualitative methodology was used to assess MDL value transformation. Inductive methods included conducting in-depth interviews with hotel managers and analyzing social media reviews for each hotel. Guest reviews served as an indicator of memory outcomes and the counterpoint to the managerial interviews, supporting or refuting interview findings.

Key dimensions emerged, emphasizing the importance of managerial inputs to experience design, service experience attributes and memorable experience creation, demonstrating a sequence of memory-based value creation and outcomes such as positive word of mouth/electronic word of mouth (WOM/eWOM). Sentiment analysis identified attributes that appear to be a “must-have” to avoid dissatisfaction, as well as areas at risk for negative memories. Dimensions were developed into a framework using themes derived from MDL value transformation, management and consumer inputs that influence memorable experience outcomes in this context.

The study supported the MDL theoretical framework by illustrating the flow from managerial inputs to the service experience, to elements of experience co-creation, and through to the guests’ WOM/eWOM and experience memories. The findings highlighted the symbiotic relationship between firm culture and service experience design, providing guidance for managerial practice going forward.

This paper uncovers major themes and dimensions identified by guests and managers as necessary in creating memorable experiences in a luxury setting and develops a framework that serves as a foundation for further study, including anteceding factors and their impact on hedonic consumption across experience domains.

Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive customer engagement and repeat sales in the now ubiquitous omnichannel setting. The focus on returns prevention in existing research overshadows management’s need to understand better the comprehensive mechanics linking the customer in-store return experience with their repurchase actions. Recognizing the need to bridge different stages of the returns management process, this research aims to explore the facilitators and barriers of in-store return activities.

Analysis of customer corporate data from 5,339 returns at the retail level provides insights from the customer return experience. Expanding our theoretical understanding, a deductive research approach then examines how those factors impact customer repurchase intentions both online and at brick-and-mortar stores. Stage two of the study employs a scenario-based role-playing experiment with consumer respondents to test hypotheses derived from signaling theory and justice theory.

Results find that returns policy and loyalty program capabilities are essential in creating a positive customer in-store experience. Moreover, a return experience enhanced by frontline employee service can retain existing shoppers and drive additional store traffic, further stimulating retailer sales.

These findings refine our understanding of returns management in evolving omnichannel retailing and offer practical insights for retailers to manage customer relationships through in-store returns.

The study aimed to address how recruits perceive their roles and develop professional identities during in-classroom and in-field training.

This study explored the professional identity formation process by analysing asynchronous surveys with recruits from 13 municipal police departments in British Columbia, Canada. The participants were surveyed twice: after classroom-based training following Block I at the British Columbia Police Academy (BCPA) and after their departmental field training following Block II.

The analysis revealed that police recruits lacking public safety experience transformed their occupation and lifestyle. The training at the police academy helped develop recruits' muscle memory as they applied their knowledge to the situation through hands-on practice. Moreover, teamwork at the police academy and during field training allowed recruits to form their police identity. The study was conducted between 2020 and 2021 during the COVID-19 pandemic, thus revealing how the recruits learnt effectively whilst facing continuous challenges and adjusting.

This study relied solely on the respondents' language in text-based answers; therefore, it was not possible to ask follow-up questions or seek clarification. Consequently, several inputs were excluded from the analysis. This would not have been the case if a quantitative method, where answers can be selected accurately, had been used.

This study demonstrates that police recruits acquire diverse competencies and skill sets through rigorous formal requirements, nuanced informal aspects and comprehensive training at the BCPA and during field training, all of which pivotal in shaping their professional identities.