Brand prototypicality is an area that has had limited research in the past. With brand extensions becoming more and more relevant in the market, it is important to know how prototypical brands can extend their brand. Further, there is a lack of research that examines brand resonance,...

Brand prototypicality is an area that has had limited research in the past. With brand extensions becoming more and more relevant in the market, it is important to know how prototypical brands can extend their brand. Further, there is a lack of research that examines brand resonance,...

The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a...

Purpose – The paper aims to investigate the different forms of retaliatory responses towards unsatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non‐complainers. Design/methodology/approach...