Purpose: This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a hitherto-unavailable business scenario. Design/methodology/approach: A conceptual framework is suggested to study the ability of...

Purpose – As the pervasiveness of blogging becomes comingled in personal and corporate lives, companies are harvesting useful information from user-generated media. It appears that user-generated media (e.g. blogs, among others) has become an increasingly important way for companies to connect...

Purpose – This paper aims to model the effect of advertising spending on brand loyalty by examining the simultaneous effects of advertising spending, store image, perceived quality and satisfaction on brand loyalty. Design/methodology/approach – A proposed model is compared with three...

Examines the “dramaturgical” view of the service encounter to understand the service consumption experience. Illustrates this by demonstrating how the drama metaphor is applicable and useful in understanding perceived quality in health care services. Presents a strategic model of the medical...

Over the past two and a half decades services marketing has emerged as a well established area of inquiry in the marketing discipline. In many ways, its growth and acceptance in the academic arena are indeed noteworthy. A question arises, however, concerning the direction that services marketing...