Customer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.

In a world where there has long since been more at play than functionality and cost price, we need creative innovation more than ever before. Organizations are trying to find ways to embed more creativity, more innovative potential, and more entrepreneurship into the everyday running of their businesses. They are constantly in search of effective ways to make their organization's culture better equipped for change. The Belgian non-profit organization Arteconomy has developed a method for doing this, by bringing business people and artists together in a series of particularly unique projects. In this paper, you can read about the philosophy that give rise to Arteconomy and the pioneering work that preceded it. The paper describes two specific projects that provide a concrete illustration of the arteconomy approach in two Belgian textile firms: ‘The Dragon of Deerlijk’ at Promo Fashion and ‘The Walk’ at Concordia Textiles. This paper is particularly relevant to illustrate change as an organizational process and to demonstrate how organizations can stimulate employees' creative skills.

This article discusses the findings of an exploratory study into the nature and influencing factors of front-line employee deviant behaviour in service encounters in two hospitality industries. A dual perspective approach was used that involved employees and customer perceptions. Interviews were conducted with service managers and front-line employees from hospitality and adventure tourism organizations in New Zealand. Data from customers was obtained from written scenarios and customer feedback. Based on the outcomes of this study and related literature, a definition of service deviance and a typology to describe four different types of deviant behaviour are proposed. The findings of the study also indicate that the customer's attitude and behaviour is a key factor that influences front-line employees to engage in acts of deviance. The implications of the findings for service organizations and future research directions are discussed.

We end this special issue with a case study (Darsø 2004) of how Miha Pogacnik, virtuoso violinist and cultural ambassador of Slovenia, works to inspire and engage artful behaviour. Miha's interpretations of musical masterpieces illuminate universal human archetypes, which are profoundly meaningful to individuals as well as to organisations.

Music reaches of all the arts the most, the deepest into our experience.

Miha Pogacnik

At a time when pressures for change are at their highest, from globalisation, new technologies, product and process innovations, successful business leaders need to be at their creative best just to survive. Creativity is the hallmark of art, and artists are increasingly a source of inspiration for entrepreneurs world-wide.

Miha Pogacnik's unique contribution stems from this new consciousness, the need for creativity, imagination and perfection in business. Time after time, his input in countless business conferences has been magnificent, unexpected and unique. Through music and art, Miha Pogacnik ignites a new force in us, the power of rising above our old selves in perceiving problems and opportunities in an entirely new light, and thus striking in new directions. Miha is truly at the leading edge of business as we move towards the 21st century.

Marcello Palazzi, Co-Founder & Executive Director, Progressio Foundation Rotterdam, Netherlands (Balough 1996)

Miha Pogacnik saw the potential of Art & Business long before anyone else and has worked in the field for more than 20 years. Today Miha Pogacnik uses his violin to decompose and play classical masterpieces when doing his presentations around the world as a business consultant with, among others, ABN AMRO Bank, General Electric, JP Morgan, Hewlett-Packard, IBM, Microsoft, LEGO, Mitsubishi, Nike, Nokia, Novartis, Procter & Gamble, Shell, Volvo, World Bank, World Economic Forum, and many more.