Journal of Service Theory and Practice: Volume 26 Issue 1

Can advanced technology affect customer-based brand equity in service firms? An empirical study in upscale hotels

Maja Šeric, Irene Gil-Saura, Alejandro Mollá-Descals

The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more…

Understanding the impact of internal marketing practices on both employees ' and managers ' organizational commitment in elderly care homes

Guillermo Bermúdez-González, Innan Sasaki, Dolores Tous-Zamora

The purpose of this paper is to unfold the relationship between the antecedents of employee and manager commitment, using internal marketing (IM) practices, in elderly care homes…

How do brand personality, identification, and relationship length drive loyalty in sports?

Heikki Karjaluoto, Juha Munnukka, Milja Salmi

The purpose of this paper is to extend brand identification theory to the sports team context by testing the direct and indirect effects of a sports team’s personality, sports…

The influence of market orientation on innovation strategies

Alexander Newman, Daniel Prajogo, Andrew Atherton

The purpose of this paper is to examine the effects of market orientation on exploratory and exploitative innovation, and the moderating effects of family ownership on these…

Impact of initial trust, involvement, and mood on trusting belief: Evidence from the financial industry in Taiwan

Ying-Hueih Chen, Jyh-Jeng Wu, Shu-Hua Chien

The purpose of this paper is to incorporate social exchange theory to elaborate on the antecedents that underlie consumers’ trust of innovative financial product providers. In…

Is negative eWOM more influential than negative pWOM?

Catherine Bachleda, Boutaina Berrada-Fathi

The purpose of this paper is to examine the influence of various sources of negative electronic word-of-mouth (eWOM) and negative personal word-of-mouth (pWOM) on trust in the…