Purpose – The purpose of this paper is to report on a study which aims to identify the characteristics and determinants of client sophistication within the UK corporate legal services market and to investigate its effect in determining the nature and essence of client‐solicitor...

Purpose – This paper aims to explore current management attitudes towards benchmarking and its implementation within small business‐to‐business service firms in order to enhance a deeper understanding of benchmarking within such contexts. Design/methodology/approach – The paper uses...

Purpose – Implicit within much of the migrant literature is an assumption that migrant flows are primarily motivated by economic differences. However, such an assumption raises three interesting questions. First, why would people wish to leave a country where income levels are relatively high,...

Purpose The characteristics of the Internet of Things (IoT) are such that traditional models of trust developed within interpersonal, organizational, virtual and information systems contexts may be inappropriate for use within an IoT context. The purpose of this paper is to offer empirically...

Purpose – The aim of this paper is to explore the role of affect evoked among customers of differing expertise within a business‐to‐business credence service context and examine how this affects overall satisfaction judgements. Design/methodology/approach – Drawing on the affect and...

Purpose – This study aims to provide empirically generated insights into a gamification approach to online customer engagement and behavior (CE and CEB). There is a substantive discrepancy between popular coverage and empirically based research as to the effectiveness of virtual brand...