Purpose – The purpose of this paper is to develop and empirically test the antecedent, mediating and moderating role of switching costs on the relationship between satisfaction and loyalty. Design/methodology/approach – Competing models are proposed based on previous studies investigating...

Purpose – The purpose of this study is to test the effects of satisfaction, satisfaction with service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth (PWOM) of bank customers in a service recovery context, taking into account the interaction among latent variables...

Purpose: This paper aims to expose the inadequacy of social marketing to tackle complex social problems, while proposing an expansion in the discipline’ conceptual repertoire. The goal is to incorporate complexity tools, in particular from the system dynamics field, and the promotion of...

This article develops a model for the measurement of human values that, rather than obtain aggregate measurements, identifies distinct value systems within a population and classifies individuals according to them. These value systems are inferred from the stated priority rankings, obtained from...

The objective of the study is to propose and test a model to understand the factors that impact the use of electronic media in Brazil. A survey was conducted, capturing perceptions about five electronic media – Broadcast TV, Pay-TV, Internet, Mobile Phones and Game Consoles. A sample of...

Purpose – The purpose of this paper is to discuss a broader societal trend toward the full realization of human potential and the points of convergence with social marketing. The ultimate goal of social marketing is to increase social good. The paper defines social good in a new light and...