Purpose – The purpose of this paper is to determine if the traditional approach to measuring brand equity applies to online companies. Design/methodology/approach – This objective is pursued by: developing a measurement model of brand equity for online businesses; and testing the nomological...

Purpose – The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored...

Purpose – The purpose of this paper is to provide a better understanding of the antecedents of organisational performance (OP), both financial and marketing, and the influence of holding a strategic market orientation (MO) where customer‐base volatility is taken into account....

Purpose – The purpose of this paper is to review the literature on customer relationship management (CRM) to obtain a comprehensive framework of mutually exclusive CRM research areas and sub‐areas free of all potentially disruptive factors (plethora of CRM definitions, personal judgments,...

Purpose – The purpose of this paper is to develop a comprehensive research framework for understanding the adoption of techno‐relationship innovations. The second purpose is to examine the factors influencing the adoption of electronic customer relationship management (eCRM) applications....

Purpose – The main purpose of this paper is to provide an analytical conceptual framework to help business marketers to identify the effect of consumer's online purchase cost on a firm's performance in a dual‐channel competitive market. Design/methodology/approach – A structural model...

Purpose – This paper aims to look back at Michael Thomas' 1999 thesis regarding the impact on marketing of the information age. In his view, the information revolution of “e‐commerce” and computer‐mediated markets removes distance as a barrier between buyer and sellers, which could...

Purpose – This paper seeks to examine expansions of online brands into the offline market via brand extensions and via brand alliances. Specifically, it aims to compare the formation of reciprocal spillover effects for both strategies. Design/methodology/approach – Empirical survey data are...

Purpose – The internet has become mainstream in everyday communications and transactions. This research aims to provide a segmentation analysis for the online market based on the various uses of the internet. Design/methodology/approach – A review of the online consumer segmentation...

Purpose – In light of the growth of internet usage and its important role in the field of e‐commerce, electronic word‐of‐mouth (eWOM) has been changing people's behavior and decisions. People count on other users' opinions and information; they sometimes even make offline decisions based...