Marketing Intelligence & Planning: Volume 41 Issue 3

Decoding consumers' CSR scepticism: service recovery experience perspective

Mihir Kumar Kushwah, Himanshu Shekhar Srivastava

This study examines the impact of the brand's corporate social responsibility (CSR) on consumers' brand experience and, in turn, consumers' intention of word-of-mouth (WoM). The…

Creating brand love for payment apps through emotions

Sushant Kumar, Sanjeev Prashar, Arunima Shah

Mobile payment system (MPSs) apps are accepted as a faster, reliable and feasible substitute to conventional payment systems. However, the reception of MPS has been slower than…

Consumer discrimination in service recovery situations

Simoni F. Rohden, Cristiane Pizzutti

Discrimination in the marketplace has recently received increasing attention in marketing discussions, especially related to service encounters. This research explores the effect…

Permission marketing: a systematic review of 22 Years of research

Swapnarag Swain, Charles Jebarajakirthy, Haroon Iqbal Maseeh, Raiswa Saha, Nimit Gupta, Rajni Grover

This study aims to systematically review the permission marketing (PM) literature by synthesising research papers in this domain.

Did you find this review helpful?

Shabnam Azimi, Yana Andonova

This paper provides a framework of the indicators of the quality of text in online reviews and their influence on the perceived helpfulness of reviews. First, the authors assess…

Post-purchase behaviour triggers in branded mobile shopping apps

Costinel Dobre, Anca-Maria Milovan, Gheorghe Preda, Remus Naghi

This study aims to integrate the perspectives offered by TAM and related models, respectively, the theory of values, to examine the impact of branded mobile shopping apps…

Explaining consumer–brand forgiveness through the lens of narcissism

Nikoletta-Theofania Siamagka

The purpose of this paper is to investigate the impact of two types of narcissism (rivalry and admiration) on consumer–brand forgiveness (CBF) following a brand transgression…

Formal salesforce controls and service-sales ambidexterity: the moderating role of salespeople's grit

Fortune Edem Amenuvor, Kobby Mensah, Atsu Nkukpornu, Henry Boateng, Frank Akasreku, Kwasi Owusu-Antwi

The study examines the effects of behavior-based and outcome-based control systems on service-sales ambidexterity, role conflict, emotional exhaustion and job performance in…