Marketing Intelligence & Planning: Volume 38 Issue 2

Shopping value and patronage: when satisfaction and crowding count

Tapas Ranjan Moharana, Debasis Pradhan

The purpose of this paper is to compare two competing models denoting two dimensions (hedonic and utilitarian) and three dimensions (hedonic, utilitarian and social) of the…

Ensuring customer retention: insurers’ perception of customer loyalty

Anthony Larsson, Ellen Broström

Customer feedback is believed to provide an important retailer metric. Notwithstanding, customer retention still presents a challenge in today’s increasingly digitalised business…

How an unequal intra-firm resources distribution affect market share

Nebojsa Davcik, Nicholas Grigoriou

The purpose of this paper is to address how marketing assets and resources of the firm perform under different product (brand) innovation conditions using the dynamic marketing…

Advancing reputation measurement: evolving toward improved quantitative assessments

Richard Horn, Ralf Wagner

The purpose of this paper is to provide evidence on the information-gathering deficits in contemporary reputation measurement that are rooted in sampling and to obtain supporting…

Relationship between social media activities and thinking styles

Huan Xu, Yanping Gong, Qin Zhang, Julan Xie

The purpose of this paper is to gain more insight into the relationship between social media activities and thinking styles, and its potential mechanism.

Customer orientation in highly relational services

Javier Morales Mediano, José L. Ruiz-Alba

The purpose of this paper is to investigate the antecedents, importance, and consequences of the customer orientation of service employees (COSE) in highly relational services…

Characteristics of organizational culture in stimulating service innovation and performance

Seyedeh Khadijeh Taghizadeh, Syed Abidur Rahman, Md Mosharref Hossain, Md Masudul Haque

The purpose of this paper is to examine the influence of four organizational culture traits, consistency, cooperativeness, effectiveness and innovativeness, on radical and…

Customer interaction in business relations: a meta-analysis approach

Vinicius Antonio Machado Nardi, William Carvalho Jardim, Wagner Ladeira, Fernando De Oliveira Santini

Customer interaction is both an aim and source of concern for managers around the world. Different forms of interaction, such as cocreation, coproduction and customer…

Interaction of the underdog with equality and scarcity

Bangwool Han, Minho Kim

The purpose of this paper is to investigate the moderating roles of equality and scarcity on the impact of underdog brand positioning on consumer purchase intentions. Beyond…