Purpose – The purpose of this paper is to analyze investor reactions to ethical screening by pension plan managers. Design/methodology/approach – The author presents a sample consisting of data corresponding to 573 pension plans in relation to such aspects as financial performance, inception...

Purpose – The purpose of this paper is to develop a new enriched approach regarding the prosumer concept and a framework for efficient managerial decision, making use of prosumer innovative potential. Design/methodology/approach – Based on relevant literature sources, this paper takes the...

Purpose – The purpose of this paper is to present and discuss Kansei engineering (KE), which uses a unique ergonomic technology to produce a new product which fits to consumers' feelings and demands. It is a consumer‐oriented product development method based on the consumer mind. It has been...

Purpose – This paper discusses the impact of aesthetic design of smartphones on users' emotional reactions and preferences towards the product. To this end, the paper presents a study that explores emotional reaction of males to varying aesthetic design of the BlackBerry and empirically...

Purpose – This paper seeks to focus on the role of virtual communities as a means to boost tourist product innovation by leveraging customer relationships. Its purpose is to offer a deeper and clear‐cut understanding of the collaborative innovation paradigm in order to analyze its impact on...

Purpose – The aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced attributes contribute to delight and satisfaction among customers. Design/methodology/approach – The...

Purpose – The purpose of this paper is to examine different quality schemes and to determine how these could be combined by Agricultural Cooperatives into a brand development strategy designed not only to differentiate their products but also to enhance them with higher value added in the...

Purpose – The purpose of this paper is to ask two questions. How does the customer's loyalty in the banking sector change (at both the structural and quantitative level) in the light of the financial and banking crises? Are any differences observed in those changes between developing and...

Purpose – The purpose of this paper is to investigate customers’ satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, perceived quality,...

Studies customer relationships in professional services. A framework is proposed for managing professional service relationships in a way that creates value for both parties of the relationship. Furthermore, through the framework the marketer is able to discover also those customer needs that...