Purpose – The purpose of this paper is to report on HEIF4 funded research exploring the important areas of research currently being conducted by insurance research practitioners and to identify the key challenges they face when conducting this research. Design/methodology/approach –...

Purpose: This paper aims to understand consumers’ response to the trust repair mechanisms adopted by corporate brands in a service sector context following prominent trust damaging organizational transgressions. Design/methodology/approach: Adopting a qualitative approach, six focus group...

Purpose: This study examines the mediating effect of normative commitment, that is, a customer's feeling of moral obligation to stay in a relationship based on the psychological feeling that it is the right thing to do. Previous studies have neglected normative commitment due to its complexity...

Purpose: Building on crisis management studies, this study aims to advance research on brand recovery from the existing focus on product brand/customer dyad into stakeholder marketing and corporate branding. Design/methodology/approach: This study uses a single case of industry-dominant...

Purpose: This study aims to identify the responses required to repair political trust in Tunisia and the differences between two key stakeholder groups, namely, politicians and voters. Design/methodology/approach: A sequential mixed method study was adopted using two data sources:...

In order for service companies to have satisfied customers, they need satisfied employees (George, 1977). Internal marketing aims to encourage employees to be customer oriented which in turn should lead to delivering better service quality and satisfied customers. Research on internal marketing...