This paper posits a model of firm-employee relationship strength that permits the future measurement of an index of the strength of intra-firm relationships between the firm and the employees of that firm. The relationship marketing literature currently provides no clear direction as to how to...

The emergence of the satellite cities as feeder cities to major metropolises is a phenomenon of increasing urbanization. Workers and students travel to the major city, returning on mediocre public transport or congested highways. Problems in some satellite cities range from deficient local...

City branding is a relatively new area of academic research in marketing. Earlier research focuses on city brand images and particularly the contrast in brand image between cities. Essentially that attention reflects the interest of policy makers in developing sound competitive brand positions,...

Consumers sometimes have the right to exit a sales contract during what is known as a cooling-off period. Sales process research generally does not address cases when consumers withdraw from sales contracts during this period. Since securing product sales involves substantial marketing and sales...

Poor service encounters have the potential to leave customers feeling angry at the frontline service employee who serves them, angry at the organization, or angry at both parties. The 25 in-depth interviews (Study 1) and experimental work (Study 2) demonstrate how distributive (outcome...

The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different...