Purpose – The key objective of this research is to test how two trust dimensions (cognition‐based trust and affect‐based trust) mediate the effects of three personal characteristics (psychological distance, the marketing manager's sales experience, and the marketing manager's relative...

Purpose – The purpose of this paper is to examine the impact of self‐congruence on consumer satisfaction with services and to develop and test a conceptual model of the antecedents and consequences of consumer satisfaction in the hospitality industry. Design/methodology/approach – The...

Although implementing the marketing concept can be accomplished through frontline employees in many service firms, very few studies have investigated the relationships between a service provider's personality and important performance outcomes. This article examines how frontline service...

Purpose – The purpose of this paper is to develop and test a structural model of the factors that explain the level of perceived relationship effectiveness between marketing managers and sales managers. Design/methodology/approach – The model integrates trust‐based and...

Using data collected from 302 firms spanning a wide range of industry sectors, tests a model designed to explain the decision of whether to use or not to use an outside technical consultant when purchasing a big‐ticket, high technology product in the information technology area. The results...

The 1990 Clean Air Act Amendments stipulated gasoline content requirements for metropolitan areas with air pollution levels above predetermined federal thresholds. The legislation led to exogenous changes in the type of gasoline required for sale across U.S. metropolitan areas. This paper uses a...

The three lockdown periods across 2020-2021 due to COVID-19 had significant consequences for police. Pandemic lockdown experiences were explored based on online interviews with 25 officers of varied ranks and from across five regions in England and Wales. The analysis demonstrates the existence...