Purpose This work aims to attempt an in-depth study of the link between relationship benefits and store loyalty, examining the moderating role of the retailer’s degree of innovation in these relations. Design/methodology/approach An equations model has been contrasted based on 820 valid...

Purpose – The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more specifically upscale hotels. The relationships between ICT and three brand equity dimensions, i.e. brand...

One of the most recent research in services is to study the influence of social power on consumer satisfaction and subsequent responses. In this regard, the present paper is framed within the context of unsatisfactory experiences with services and addresses the role of the social power of...