Purpose – The 20‐year review of marketing and selected business journals examines the internet marketing literature to determine how the literature has evolved in terms of quantity, content, and publication outlets. This article aims to provide a comprehensive review of the internet...

Purpose – The purpose of this study is to examine the internet marketing literature to determine how internet marketing research has evolved in terms of quantity, content, and publication outlets. In addition, the paper identifies important trends in the internet marketing literature and...

Purpose – The purpose of this study is to empirically test a hierarchical model of the antecedents of nurse job satisfaction and loyalty based on the internal marketing literature. Specifically, the study aims to investigate the degree to which structural, social, and financial bonding...

Provides an outline for implementing a defensive marketing strategy. Advocates a procedure which combines aggregate complaint analysis and a quality function development tool known as the House of Quality. The combination of these procedures allows marketers to identify common customer...

While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical part of a complete complaint...

Purpose – The purpose of this article is to review the consumer behavior and social network theory literature related to the online and e-commerce context. Design/methodology/approach – To conduct the review, the authors draw on a sample of 942 articles published from 1993 to 2012 addressing...

Purpose: The purpose of this paper is to provide a detail review of the social selling literature and to offer future research needs. Social selling has gained the attention of sales researchers. Rather than merely a new tool, social selling redefines the traditional sales process. However, the...

Purpose: The purpose of this study is to investigate the relationships that influence the value co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile banking (AIMB) service platforms. Design/methodology/approach: A conceptual model was developed to...

Purpose: Innovative firms have rapidly developed artificial intelligence (AI) capabilities into their service ecosystems, essentially changing perceptions of what is service quality and service delivery in their respective industries. Nonetheless, the issues surrounding AI services remain...

Purpose: The purpose of this study is to summarize the findings of consumer factor research and to suggest future lines of inquiry connected to branding outcomes. Consumers are comfortable with social media and accept firms occupying the same digital space. However, some consumers more readily...