Purpose: In recent years, customer engagement (CE) with brands, which has been shown to yield enhanced firm sales, competitive advantage and stock returns, has risen to occupy a prominent position in brand management research and practice. Correspondingly, scholars have explored CE’s...

In last two decades, relationship marketing has broadened its scope from mere transactional analysis to forming key dimensions of corporate strategy. In view of this, it is imperative for an organization to identify the key drivers for building customer relationship. This becomes more complex...

Agglomeration has been defined as, the presence of a set of firms in a topographically defined unit, for example, in a building, on the street lane or block (Knoben & Oerlemans, 2006). Retail agglomeration can be defined analogous to this definition as a group of retail stores in close...

Purpose: The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of...