All Stories

  1. Internal market orientation as a value creation mechanism
  2. Conceptualizing and Measuring Perceived Service Complexity
  3. A Look into the (Not So) Bright Side of Life: An Exploration of the Negative Service Encounter and Its Effect on the Next Customer: An Abstract
  4. How Do Different Service Employees Deliver the Brand to Consumers? An Abstract
  5. Internal market orientation determinants of employee brand enactment
  6. A Multilevel Investigation of the Effect of Employee’s Satisfaction on Customer Outcomes in a Financial Services Context
  7. LEGITIMATE CUSTOMER CONSEQUENCES DERIVING FROM CUSTOMER-ORIENTED DEVIANCE
  8. Driving Employee-Based Brand Equity
  9. Front-Line Employee Deviance, Encounter Satisfaction, and Customer Citizenship Behavior: An Experimental Design
  10. Linking internal marketing with customer outcomes
  11. Highlighting the Role of Servicescapes and Organizational Climate on Employees’ Performance
  12. Enhancing Customer Perceived Service Quality Through IMO Diffusion
  13. Shaping Contact Employee Extra-Role Performance Through Imo Adoption
  14. Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints
  15. Some Preliminary Evidence for the Effect of Employee Satisfaction on Relational Switching Costs
  16. The Mediating Role of Self-concept Discrepancy in the Relationship between Values and Personal based Motivation of Luxury Products Consumers
  17. IMO and different fit types as key enablers of employee brand-supporting behaviour
  18. Linking IMO with employees' fit with their environment and reciprocal behaviours towards the firm
  19. The role of employee job satisfaction in strengthening customer repurchase intentions
  20. Service blueprinting effectiveness: drivers of success
  21. Managing Innovation within Organizations