Purpose: The importance of innovation has drastically increased across diverse academic and industrial fields. Innovation has been considered an outcome of intellectual capital management. The role of innovative literacy in intellectual capital management needs to be understood. Employees at...

Purpose – Corporate image, perceived service quality, trust and customer switching costs are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word‐of‐mouth effect. Also we know that the cost of selling to new customers is...