Purpose – To analyze whether perceived corporate reputation and customer satisfaction are directly associated with customer intention. Design/methodology/approach – Using structural equation modeling, the study is based on the responses to a written questionnaire of 462 customers of a large...

Purpose – The purpose of this paper is to develop and validate a client-based reputation of business-to-business professional services firms scale (PSF-Rep) which measures clients’ perceptions of the reputation of professional service provider firms. So far, no multidimensional scale exists...

Purpose This research aims to investigate the contingent influence of service scripts on the links between service employees’ job demands and customers’ perceptions of discrimination. Design/methodology/approach Drawing on prior conceptual and empirical work, as well as conservation of...

Purpose This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line...

Purpose – The purpose of this study is to identify key motivations for adolescents using and shopping on the internet, and to segment the sample based on these motivations. Design/methodology/approach – This research occurs in two phases: a qualitative phase involving interviews with...