Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Management Decision, published by and copyright Emerald Group Publishing Ltd.

Purpose: Deshopping is the return of products, after they have fulfilled the purposefor which they were borrowed. Previous research indicates that deshopping is aprevalent and growing consumer behaviour. This paper examines deshopping from aretail perspective. It is a case study of interviews...

The South African banking landscape has been characterized by changes sincethe late 1990’s. Within this environment this priority banking arena has alsobecome highly competitive and this is driven by a limited n umber of availablepriority banking clients. The ability to innovate is seen as a...

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional...

Examines the role and importance of customer-contact personnel in the marketing of a bank's financial services and the importance of customer service in retail banking. Customer-contact personnel from suburban branches of an Australian retail bank identified their level of agreement with...

The application and performance of Internet Commerce (IC) strategy has become a critical success factor in an industry characterised by volatile change and transformational upheaval. This article presents research examining how IC has been applied in Australian electricity utilities from a...

The Malaysian property development industry contends with economic challenges arising from increased competition and property glut in the market. The situation is further worsen by the onslaught of world disasters for example tsunamis, earthquakes, bird flu pandemic and terrorist attacks, thus...

Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587...