Net Promoter Score (NPS) is heralded by proponents as the quintessential marketing metric for measuring customer and brand loyalty. Its popularity is currently very high, especially in North-American companies. The frenetic interest in NPS has led some commentators to call it a cult-like...

Innovation is rapidly becoming a central driver in the marketing strategy of many service companies, while its effects on the perceived value of a service brand have yet to be determined. The purpose of this chapter is to explore how introducing an innovation affects the perceived brand equity...

Both on their home markets, as well as on the emerging ones – the case of Cluj-Napoca, Romania – European retailers face a new situation, by excellence a challenging one. On the one side, the competitive market has been in a continuous and constant expansion for several years and on the...

Google's new “Interest Based Advertising” (IBA) program represents the company's first foray into what is generally called “Online Behavioral Advertising”: In order to deliver more relevant advertising, Google will begin tailoring ads delivered through AdSense on the Google Content...

The use of resource-based theory (RBT) in marketing research has increased by more than 500% in the past decade, which suggests its importance as a framework for explaining and predicting competitive advantages and performance outcomes. This article provides a comprehensive review of RBT,...

In communication, information, and other industries, three-part tariffs are increasingly popular. A three-part tariff is defined by an access price, an allowance, and a marginal price for any usage in excess of the allowance. Empirical nonlinear pricing studies have focused on consumer choice...

This paper investigates firm-focused customer attachment styles relationship, rather than general or interpersonal attachment styles. We proposed a theoretical framework and analyzed the customers' attachment styles and their moderating effect on happiness, commitment, loyalty, satisfaction and...

Consumer researchers have become increasingly interested in the study of coping. This research contributes to this novel paradigm by investigating structural theories of coping with service failure using a hierarchical structure. Design/methodology/approach – For this purpose after an...

Company executives rely on new product development teams to carry out their directives and make decisions according to management’s goals and objectives. However, new product team members bring their own motivational perspectives to strategic decisions. This research examines how individual...