A positive shopping experience provides retailers with a competitive advantage. However, retail environments pose numerous hassles that may negatively affect consumer experiences. Integrating perspectives from attribution theory and expectation theory, we examine the concept of shopping hassle and how it differs from that of retail service failure. Furthermore, we utilize qualitative approaches to explore what shopping episodes consumers perceive as hassles. Conducting semi‐structured in‐depth interviews in Study 1, we develop a classification framework of in‐store shopping hassles. In Study 2, we use a critical incident technique approach to gain a further understanding of types of shopping hassle.

Research suggests that close relationships with internal and external partners are likely to have a significant impact on new product development (NPD). What is unclear is how the effects of internal and external relationships influence development paths for different types of innovations. Prior literature indicates that the pathways for developing incremental innovations differ considerably from those for radical innovations. Thus it is plausible that the effects of external versus internal relationships vary across these two innovation types. This paper uses the 2012 Comparative Performance Assessment Study (CPAS) data set to investigate the roles of internal and external relationship quality on the development of both incremental and radical innovations. The results find that internal and not external relationship quality is beneficial for the development of incremental innovations. When driven by internal relationships, a flexible NPD process is advantageous for the financial performance of incremental innovations. Meanwhile external and not internal relationship quality is valuable for developing radical innovations. External relationship quality results in process flexibility, leading to project execution success and subsequent financial performance for radical innovations. As expected, project execution success consistently leads to increased financial performance. These findings indicate the critical differences in types of relationship quality required when developing new products based on radical versus incremental innovations.

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This research examines whether and how customer co-creation activities moderate the relationship between effectuation logic and performance in the early stage of the innovation process. Effectuation logic is a promising decision-making logic for innovation success, but the tools that help translate this approach into innovation performance are underresearched. Three key dimensions of effectuation logic are examined: means-driven, partnerships and control. The results of a large-scale survey-based study indicate a varied and nuanced role of co-creation as a means to enhance the contribution of effectuation logic to early innovation success. This research helps increase our understanding of the often abstract principles of effectuation logic by examining its manifestation within the context of innovation and by showing how specific firm practices, here customer co-creation activities, can accentuate the contribution of effectuation logic to early innovation performance.