Purpose – The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial...

Purpose – The purpose of this paper is to critically evaluate the contributions of six sigma methodology to the improvement of service quality. Since its development in the late 1980s, six sigma has been extensively applied in manufacturing and quasi‐manufacturing settings. This study aims...

Purpose – Services provided through the internet (e‐services) are typically offered as part of a broader Multi‐Channel (MC) service package, combining these services with services delivered through traditional channels (e.g. phone, physical facilities). Customers of e‐services display...

Purpose – Many multinational companies have entered the market of organic cosmetics and toiletries (OCT) in the global marketplace. This study attempts to analyze the impact of economic and relational variables on customer and brand values in reference to OCT products in Mexico through...

Purpose – The purpose of this paper is to describe research which tested a Thai model of cause‐related marketing's impact on corporate image. Design/methodology/approach – Data were gathered from 1,071 participants in an established award winning cause‐related program in Thailand and...

Purpose – Until now, traditional western consumption theories have not been able to adequately explain the consumption behavior of Chinese residents in the economic transitional period. Based on annual data from 1986 to 2004, the purpose of this paper is to examine the excess sensitivity of...

Purpose – The purpose of this paper is to examine the attitudes and behaviour of Ukrainian consumers in terms of the purchase of beer (both foreign and domestic brands). There is an emphasis on the relative importance of the country of origin (COO), when compared to other factors....

Purpose – The goal of this paper is to examine the link between consumer ethnocentrism (CE) and the attitudes of two consumer groups to a buy local campaign in a transitioning economy, Slovakia. Design/methodology/approach – Using a structured questionnaire, data were collected from 211...

Purpose – The paper aims to examine the consumption behavior of Chinese residents during economic transition. It explores whether Western theories of consumption are applicable to the Chinese situation, and then tests the hypothesis based on Chinese traditional culture and dynamic nature of...

Purpose – The purpose of the paper is to study the impact of perceived brand globalness (PBG) on consumers' purchase intention (PI) and the mediating role of perceived brand quality (PBQ) and perceived brand prestige (PBP) in this relation, among consumers in emergent markets. The paper also...