Purpose – The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, yet the...

Investigates the proposition that reasoned action theory can be successfully applied in the small business (dairy farmers) domain. That proposition is supported by the outcome and, in common with many other studies, attitude was found to be the main predictor of behavioural intention. The...

The implicit distinction in the buyer behaviour literature between the contexts of consumer markets and organizational markets has lead to a bifurcated approach to the development of buyer behaviour theory. While useful, even necessary, for teaching and planning purposes, this distinction is...

Purpose – The paper seeks to develop a conceptualization of franchisee perceived relationship value (FPRV), defined as the trade‐off between perceived net worth of tangible and intangible benefits and costs to be derived over the lifetime of the franchisor‐franchisee relationship, as...

Purpose – The purpose of this paper is to review work on the power and importance of emotional appeals from a range of disciplines including philosophy, psychology, psychiatry, neuroscience, linguistics and advertising. It aims to illustrate the growing body of evidence and theory that...

Purpose – Organizational resistance to technological innovations creates hurdles to diffusion of innovations in industrial technology markets. This study aims to examine the causes of this problematic phenomenon and develop useful strategies to overcome innovation resistance of organizational...

Organizational buying is an active research domain with hundreds of studies grounded in one or several of the complementary theoretical models in the literature. In recent years, however, many scholars have focussed on the importance of the buyer‐seller relationship. For many research studies,...

Market leaders are constantly being forced to evaluate and modify their relationships and interactions with suppliers, buyers, and even competitors, in order to remain competitively viable in response to marketplace, technology, and competitive changes. Presents the Interdependency Cube...

Purpose This paper aims to explore the importance of the role of national business systems (NBS) in shaping human resource management (HRM) and organisational behaviour (OB) practices in the context of Asian countries. To this end, this paper presents a comparative overview of different NBS in...