Purpose: This paper aims to determine the dimensions of service quality of advertising agencies and their effects on relationship quality between an advertising agency and their clients through the social and economic exchange. Design/methodology/approach: The intention was to target firms...

Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the...

Purpose: Our research objective here is to contribute theoretically and empirically to providing a gap model of digital mastery development in a company. The gap model will be a reference for the companies to develop their digital mastery. Design/methodology/approach: To gain deeper insights...

Purpose: This study aims to investigate the mechanism that transforms middle manager capabilities (MMCs) into organisational performance (OP). This study proposes that organisational capacity for change (OCC) might mediate the relationship between MMCs and OP. Design/methodology/approach: The...

Purpose: To examine three dimensions of organisational change capacity (OCC) which have been proposed sequentially in the following order: OCC for change will affect process capacity for change and develop context capacity for change. Specifically, this study explores the moderating effects of...

Purpose: Changes are inevitable and organisations should develop their organisational capacity for change (OCC) to survive. This paper aims to test the effect of market orientation on OCC (learning, process and context), as well as the impact of OCC on organisational performance....

Purpose – The purpose of this paper is to explore the implicit and explicit attitude toward Islamic bank and how it influences desire to saving at an Islamic bank. Although the Islamic bank system has been experiencing rocket growth worldwide, but the development in Indonesia is still...

Purpose The purpose of this paper is to test the efficacy of model of goal-directed behavior (MGB) to explain and predict savings at Islamic bank behavior. The importance of understanding consumer intention to develop good strategy to accelerate consumer saving at Islamic bank is inevitable. One...

Purpose There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience....

Purpose: This paper aims to investigate the emerging relevance of gratitude within a contracted, long-term business-to-business context. Specifically, the authors examine the relationships between personality, gratitude and performance in franchisor–franchisee relationships....