Yearly Archives: 2020
Branding for non-profits
Purpose
The purpose of this study develops and validates a model of new donor decision-making in the charity sector. Drawing upon dual process theory, the...
Four proven ways to foster stronger customer loyalty
Managers and marketers who want to boost customer loyalty post-COVID-19 should focus on four key areas, according to UNSW Business School research
As businesses feel...
It takes two to tango
Abstract
This study investigates the link between employee empathy and customer satisfaction. Building on social exchange theory, we develop a model of employee-customer empathy. We...
Hubristic pride and prejudice
Abstract
Prior research has demonstrated how negative emotions influence negative word-of-mouth (NWOM). However, what if there exist certain positive emotions that influence consumers to spread...
Not all experiential consumers are created equals
Purpose
This study aims to use social exchange theory and the principle of reciprocity in proposing a theoretical model to examine the essential but unexplored...
Mindfulness and job performance
Abstract
Mindfulness is being fully awake with the here-and-now moment. This study examines the mechanisms through which mindfulness enhances job performance. Specifically, we hypothesise that...
Service offshoring fit from consumers’ perspective
Abstract
Past research focuses on the location effects in explaining consumers’ responses to service offshoring while the role of service offshoring partners (OSPs)’ characteristics has...
Converting internal brand knowledge into employee performance
Purpose
Internal branding efforts are essential in improving employee performance in services marketing. Drawing on reformulation of attitude theory, this paper aims to contribute to...
