Table of contents
Antecedents and consequences of in‐store experiences based on an experiential typology
Sung‐Joon YoonThis paper aims to verify the hypothetical relationships between antecedent and consequence variables of consumer's shopping experiences based on an experiential typology…
Marketing performance assessment systems and the business context
Johanna Frösén, Henrikki Tikkanen, Matti Jaakkola, Antti VassinenThis study provides empirical evidence for the contextuality of marketing performance assessment (MPA) systems. It aims to introduce a taxonomical classification of MPA profiles…
Customer service experiences: Developing and applying a sequentialincident laddering technique
Uta Jüttner, Dorothea Schaffner, Katharina Windler, Stan MaklanThe purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach…
A view to a brand: introducing the film brandscape
Daragh O'Reilly, Finola KerriganThis paper aims to contribute to the development of a film brand theory and in doing so, illustrate the utility of a socio‐cultural approach to branding. The purpose is to develop…
Entrepreneurial orientation and the franchise system: Organisational antecedents and performance outcomes
Olufunmilola (Lola) Dada, Anna WatsonThe purpose of this paper is to understand the franchisor's perception of the role of entrepreneurial strategic orientation (EO) – innovative, risk‐taking, and proactive actions …
Learning to be tribal: facilitating the formation of consumer tribes
Christina Goulding, Avi Shankar, Robin CannifordStudies of marketplace cultures emphasize the benefits of communal consumption and explain the ways that brand managers can leverage subcultures and brand communities. The…
The relative impact of culture, strategic orientation and capability on new service development performance
Chris Storey, Matthew HughesThis research attempts to understand the operant resources required for new service development (NSD). It aims to construct a more intricate understanding of how operant resources…
Profitable customer management: reducing costs by influencing customer behaviour
Andreas PerssonThe purpose of this paper is to investigate how firms attempt to increase the profitability of specific groups of extant customers by achieving adjustments in customer behaviour…
The influence of ethnic attributes on ethnic consumer choice of service outlet
Yan Huang, Harmen Oppewal, Felix MavondoMarketers are increasingly aware of ethnic subgroups as segments to target with customized offers. This paper aims to investigate the role of ethnic‐related outlet attributes in…
A hierarchical model of the internal relationship marketing approach to nurse satisfaction and loyalty
James W. Peltier, John A. Schibrowsky, Alexander NillThe purpose of this study is to empirically test a hierarchical model of the antecedents of nurse job satisfaction and loyalty based on the internal marketing literature…
Desert or rain: Standardisation of green advertising versus adaptation to the target audience's natural environment
Patrick Hartmann, Vanessa Apaolaza‐IbáñezGiven the observable increase in images of nature in advertising on a global scale, this study aims to ask whether such creative strategies should adapt imagery to the natural…
An integrated service recovery system (ISRS): Influence on knowledge‐intensive business services performance
María Leticia Santos‐Vijande, Ana María Díaz‐Martín, Leticia Suárez‐Álvarez, Ana Belén del Río‐LanzaAppropriate management of service failures involves a complex organizational response that allows an effective internal and external recovery, learn from mistakes and introduce…
Alliance competence: The moderating role of valence of alliance experience
Bashar S. Gammoh, Kevin E. VossThe purpose of this paper is to investigate alliance formation competence and attitudes toward brand alliances as antecedents of the firm's propensity to brand ally. It aims to…
The effect of teams on customer knowledge processing, esprit de corps and account performance in international key account management
Hanna Salojärvi, Sami SaarenketoThis study aims to examine what the role of key account teams is in the management of international key account customers in terms of customer knowledge processing behaviours of…
Precise versus imprecise promotional rewards at small probabilities:: Moderating from purchase value and promotion budget
Qing Yao, Rong Chen, Ping ZhaoThis paper aims to try to investigate how consumers respond to precise versus imprecise promotional rewards at varied probabilities, including small ones and whether the effect is…
ISSN:
0309-0566Online date, start – end:
1967Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof. Greg Marshall