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The purpose of this paper is to report on and discuss findings of a research study undertaken to investigate and establish empirically reasons why people use, or choose not to use, three types of technology‐enabled service: internet banking, telephone bill‐paying, and internet shopping services.

A behavioural model is developed and tested, and the results support what is modelled and hypothesised.

In sum, the findings show that willingness to use the internet and telephone for financial and shopping services is influenced by the individual sense of personal capacity or capability to engage with these service systems, the perceived risks and relative advantages associated with their use, and the extent to which contact with service personnel is preferred or deemed necessary. The paper also contains attitudinal and behavioural insights, and concludes by discussing managerial implications and opportunities for further research.

Limitations of the study are acknowledged, and opportunities for further research are highlighted.

The value of the paper lies in the light shed on usage behaviour and attitudes, and in the practical implications of these findings for service providers.

The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.

This paper sets out to consider the role that can be played by independent professional accreditation systems and processes in influencing and grounding the intrinsic quality of what is offered by a service provider who has secured this certification.

The approach takes the form of personal interviews conducted with senior management personnel within a range of accommodation providers who were responsible for preparing their accreditation submission.

More than 80 percent of respondents agreed that the process of applying for accreditation forced a critical review of all aspects of their operations, and heightened their awareness of things that could prove problematic and ways by which these problems could be effectively countered. Respondents also agreed that the process served to motivate the development and detailed documentation of policies, systems and procedures, which enabled greater consistency in the standard of what is provided.

The findings suggest that rigorous accreditation processes help service providers to review and confirm the appropriateness of what may already be in place, to ground the quality of what might need to be put in place, and to improve the standard of what is currently in place.

The paper augments what is posited by the service‐profit chain framework, shows how a focus on intrinsic quality can help to close the service design and standards gap, and also shows how extrinsic and independent professional accreditation processes can ground and enable the intrinsic quality and standard of what is offered.

Measuring the financial performance and contribution of marketing activity is a challenge increasingly faced by marketers globally. In this paper, we consider the potential effects of intra‐organisational change, particularly employee turnover or “churn”, on the measurable financial performance of an organisation and the ability of an organisation to sustain desired performance. We also discuss implications for research.

To provide an alternative view of customer value and service quality as conceptualized in the service‐profit chain.

A survey of the vast and diverse literature on the concepts of value and quality is used to reconceptualize these constructs as they are used in the service‐profit chain. The concept of intrinsic value and quality is proposed as an addition to the extrinsic value and quality concepts already apparent in the chain.

The service‐profit chain is based on the premise that profitability to a firm derives from customer satisfaction and loyalty, which, in turn, are derived from a customer's sense of value received. This value, it is argued, is calculated with reference to the perceived quality of what is received, balanced against the aggregated costs to the customer of availing themselves of the service. This paper questions the sufficiency of the assumption that value offered to a customer resides solely in the customer's perception of what has been experienced in and through the service encounter. Correspondingly, it is argued that value to the customer may reside also in intrinsic qualities or attributes of a service.

The idea of value and quality being built into a service offering (intrinsic) has value for both practising service managers and academic researchers. Several avenues for future investigation are posited.

Marketing education that develops in students an understanding of core theory and practical principles, but does not encourage students to see connections between the courses that they study, may not sufficiently meet current organisational needs. The present organisational trend in Australia and New Zealand towards agility and flexibility, demands not only that employees be equipped with necessary technical knowledge, but that they must be able to integrate and use that knowledge in a creative and synergistic manner. A possible solution put forward in this paper lies in a more integrated course curriculum and means of assessment, with an emphasis on attitude change and integrative ability rather than a revolutionary alteration of the knowledge base.

Internal organisational aspects of service delivery from the employee's perspective have received some attention in the literature. However, there is a need for more detailed empirical research to explore the possible impacts of specific internal service factors (ISFs) on service quality. This paper seeks to consider the overall influence of customer‐employee interactions, and to discuss and test empirically the relative influence of five ISFs that interface with internal marketing strategies.

Empirical data were collected from a sample (n=202) of supermarket employees across a large metropolitan city. The data analysis used bivariate correlations, stepwise regression, and structural equation modelling.

The main research findings, from the employee perceptions of service quality, suggest that there are three main predictor variables, namely, service orientation, service role flexibility, and non‐standardised scripted behaviour. The most important internal service quality predictor variable is employees' service orientation attitude, followed by non‐standardised scripted service behaviour and third by the organisational policy to adopt and change (flexible) service roles.

The research needs to be expanded by investigating simultaneously the viewpoints about service quality by managers and actual consumers.

Retail marketing managers need to be mindful that ISFs have the potential to indirectly influence consumer perceptions through employee behaviours and perceptions of customers' needs. The five ISFs identified in this research can serve as a basis for differentiating a service brand.

The paper highlights the importance of five internal service success factors that influence service quality.

The purpose of this paper is to conceptualize the notion of thin crossing points from a social network perspective and to outline the concrete networking strategies that enable salespeople to foster mutually valuable resource exchange (i.e. to thin crossing points) across a selling ecosystem.

The authors integrate extant theoretical perspectives to advance a conceptual framework of sales-related networking across three key actors in a selling ecosystem: intraorganizational selling actors and actors in customers and external partner organizations.

Thin crossing points are defined as figurative transaction points at the boundary between organizations or organizational subunits at which actors engage in mutually valuable resource exchange in the process of value cocreation. To thin crossing points with key ecosystem actors, salespeople must adapt networking strategies considering the time and trust constraints inherent in a network relationship. Such constraints inform the most advantageous network centralities (degree, eigenvector and betweenness) and actions to impact key network properties (tie strength, contact diversity) that enable salespeople to efficiently develop social capital and thus to optimally thin crossing points across a selling ecosystem.

To the best of the authors’ knowledge, this study is the first social network-based exploration of salespeople’s role in thinning crossing points with key ecosystem actors. It advances a novel conceptual framework of sales-related networking strategies that foster social capital development and optimally thin crossing points across a selling ecosystem.

Purpose – We introduce the concept of a brand biography to describe an emerging trend in branding in which firms author a dynamic, historical account of the events that have shaped the brand over time. Using a particular type of brand biography, “the underdog,” we empirically show how managers can strategically use brand biographies in brand positioning, in this case to mitigate the curse of success. As brands grow and become successful, they are often marked by the negative stigma associated with size and power, which elicits anticorporate sentiment from consumers. An underdog brand biography can be strategically wielded to prevent or offset anticorporate backlash stemming from consumers’ negative perceptions of firms’ size and/or market power.

Methodology/approach – Lab experiments.

Findings – We find an underdog effect: consumers like and prefer brands with underdog brand biographies because they identify with them. We show that an underdog brand biography can mitigate the curse of success by making large firms more attractive to consumers.

Practical implications – Firms can use brand biographies to weave compelling narratives about their brands that help protect them from negative consumer attitudes and actions.

Originality/value of the chapter – Extant branding theory has a dearth of theoretical constructs and frameworks that allow for the dynamism and evolution of brands over time. Through our observation and study of emerging marketplace branding practices, we have identified a new construct, the brand biography, to complement existing theoretical frameworks for understanding brand meaning.

Refugees living with disabilities are among the most vulnerable, isolated and marginalized populations, and, of this group, children are particularly vulnerable. The purpose of this study is to identify current knowledge and research gaps specific to the experiences of refugee families who have children with disabilities. The authors assess the quality of evidence and describe the theoretical underpinnings of research that focuses on refugee families who have children with disabilities.

The authors searched nine electronic databases from database inception for English language, peer-reviewed publications. The authors identified themes from the included studies.

The authors identified 10 studies that fit their inclusion criteria and shown key findings in the form of six themes. Families who have children with disabilities experience structural barriers; their experiences are impacted by family factors and the degree and kind of support received, as well as the knowledge of parents about their rights. Gender differences made visible the precarious situations experienced by girls with disabilities. Gaps in educational standards and the capacity of schools, particularly in refugee camps, were highlighted.

The authors show that there is a lack of evidence-based research focusing on refugee children’s own experiences of living with disabilities. Children’s experiences that were visible were, for the most part, attended to through other’s accounts of their experiences. Many studies that the authors found (the current knowledge to date) describe children with disabilities through third-party accounts, including parents, caregivers and those who provided services to this population. There is an urgent need to explore the experiences of children who have disabilities and are displaced from their home country.

This systematic review focuses on refugee children experiences that has not been conducted before and identifies the research gaps for this group. Attention to how disabilities are understood philosophically and who are defined as refugees are needed in order for the research to accrue in ways that build a consistent body of literature. Without some consistency, it is not possible for studies to build on one another.