Purpose – The objective of this study is to analyse the influence exerted by technological compatibility upon the intensity of use of the new online management programs made by information technology (IT) sector (new technology companies). Design/methodology/approach – The concept of...

Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters...

Purpose: This paper focuses on the multichannel strategy in the banking sector and its effects on customer engagement. Specifically, the purpose of this paper is to propose a model in which customers’ perceptions of offline and online channels are related to brand trust and brand commitment,...

Purpose: This study aims to analyse the spread of terms describing “marketing types” (e.g. services marketing) in the marketing and non-marketing literature and to determine whether the research into specific terms represents a fashion trend. Design/methodology/approach: A total of 113...