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...
Improving the effectiveness of market-oriented organisation
Abstract
In the context of an emerging market economy, this study examines the mediating role of marketing capabilities on the market orientation (MO)–performance relationship. Specifically,...
The Devil might wear Prada
Abstract
People buy counterfeit luxury goods for a range of reasons, including status and belonging. Previous research has shown these stem from an individual's value-expressive...
