Purpose – This exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage of debit cards versus credit cards and its impact on customer satisfaction and loyalty. Furthermore, the...

Purpose – The main object of this research paper is to analyse the dynamic internationalisation process in small retailing firms, achieved on the basis of electronic commerce – a combination that has seldom been investigated. An analysis of dynamic internationalisation in companies presumes...

Purpose – The purpose of this paper is to focus on one of the main antecedents of consumer behaviour concerning its role in building a retail brand. It addresses how consumer involvement influences perception of retailer attributes, which affects customer‐based retail brand equity when...

Purpose – Relatively scant attention thus far has been accorded in the marketing literature to the examination and explanation of return behaviour of consumers, especially within the mail order industry. The issues examined here consist of the nature and influence of such factors as “buying...

Purpose – The purpose of this paper is to contribute to knowledge on the impact of corporate social responsibility (CSR) activities on retailers’ performance. An analysis using a comprehensive conceptualization of CSR reveals that CSR has positive implications for retailers’ firm...

Purpose – A common assumption holds that retailers generally contribute to customer life satisfaction – retailers offer products and services that solve consumer problems – large and small. However, some retail experiences have been found to generate dissatisfaction, stress and unhappiness...

Purpose – The purpose of this paper is to examine how cultural differences affect the perception of a brand. Design/methodology/approach – A study was carried out in six countries among different involvement groups. The study uses Hofstede's cultural dimensions and Aaker's brand personality...