Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

Purpose – The aim of this paper is to link complexity theory to the intentional change process by examining the role of emotional attraction. A research study currently underway on intentional change theory (ICT) in a healthcare context is presented. Design/methodology/approach – This paper...

Purpose – The purpose of this research is to provide an empirical examination of the role of the salesperson in the new product/service development process. Design/methodology/approach – A survey was mailed to 2,650 sales managers representing US firms across the nation, and the resulting...

Purpose This paper aims to address two primary research questions: Why does a consumer integrate into a brand community and how does that impact overall satisfaction with the brand? Which of the main social media sites (Facebook, Twitter, LinkedIn and Pinterest) is more/less appropriate for...

This study empirically examines the role of the Internet in global business-to-business (B2B) marketing strategies of Multinational Corporations (MNCs) based in the United States and Australia. The results demonstrate that uses of the Internet in a global B2B setting often parallel its domestic...

This study empirically examines the role of the Internet in global business‐to‐business (B2B) marketing strategies of Multinational Corporations (MNCs) based in the United States and Australia. The results demonstrate that uses of the Internet in a global B2B setting often parallel its...