Purpose – The purpose of this paper is to investigate the role of Web 2.0 and social media in relationship marketing (RM) in banking. The aim is to understand why some banks resist the Web 2.0 trend, how this is aligned with their RM approaches and what the alternative paths for advancing...

Purpose – In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer opinions about services by monitoring and analyzing public Twitter commentaries. The purpose of this...

Purpose – The purpose of this paper is to provide a contribution to advancing knowledge on the more recent phenomenon of social brand community. Design/methodology/approach – The paper is based on an extensive interdisciplinary literature review in areas such as sociology, management, and...

Recognising the potential contribution of recent technological advances, the relationship marketing (RM) literature places an emphasis on two‐way communication as a key ingredient to enhancing relationships. The paper explores these factors in the context of the UK financial services sector,...

Purpose – This paper aims to explore, and attempts to explain, consumer perspectives on the purchasing of counterfeit brands. The economic crisis has become a global phenomenon, although in Europe it mostly affected the Mediterranean countries of Southern Europe. In times of economic stress,...

Purpose – Effectively managing the cultural environment is an important stepping stone towards international business success. Cultural problems, especially between partners coming from diametrically different cultural categories represent one of the key challenges of knowledge management in...

Purpose – The purpose of this paper is to provide a holistic view on e-learning-related concepts as a basis for an e-learning strategy. Furthermore, it aims to shed light on the level of application of existing open-source learning management systems (LMS) by the public and private...