Depositors’ Withdrawal Behaviour in Times of Economic Crisis: A Matter of Trust
A paradigm shift in consumer behaviour has been witnessed as a result of the enormous increase of uncertainty in the global banking industry and the significant disruptions in various financial
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06/03/2014
• #Investor Relations Management
Antecedents of Customer Loyalty in Emerging Economies: An Empirical Study in the Nigerian Mobile Telecommunications Sector
Using empirical data from the Nigerian mobile telecommunication sector, this study attempts to model the antecedents of customer loyalty in an emerging market context. This study’s contribution
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06/03/2014
• #Customer Satisfaction
Analysing the Fulfilment of Service Recovery Paradox in Retailing
The literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. This paper aims at verifying the compliance of the SRP in the context of
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06/03/2014
• #Customer Satisfaction
Reward Redemption Effects in a Loyalty Program When Customers Choose How Much and When to Redeem
Redemption of loyalty program (LP) rewards may have an impact on LP members’ behavior, particularly on purchase behavior before and after redeeming a reward. However, little is known about the
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06/03/2014
• #Customer Satisfaction
The Impact of Consumer Confidence on the Relationships Between Store Attribute Perceptions and Store Satisfaction and Store Loyalty
For retailer managers it is crucial to understand the relationship between consumers’ store attribute evaluations and customer satisfaction and how this relationship changes over time depending on
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06/03/2014
• #Customer Satisfaction
Low Expenditures or High Savings: What Drives Store Choice?
Existing literature on store choice assumes that price promotions increase a store’s attractiveness by lowering the basket price. In this paper we argue that price promotions, by creating hedonic
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06/03/2014
• #Marketing
The Broader Boundaries: The Importance of Service-Specific Associations in Service Brand Extensions
The idea that successful brand extensions require a high similarity between the brand and the extension category pervades current research. In two experiments we document that service brands can
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06/03/2014
• #New Products and Services
Brand Extensions Threat: Counter Extensions
Among the risks of a brand extension strategy, there is the one to stimulate a reaction of counter extension. This would frustrate any positive result obtained by the brand extension. The literature
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06/03/2014
• #Collaboration and Partnership