Trading companies face global competitive pressures to adapt their roles and strategies. Even Swedish trading companies, although specialised in terms of products and on overseas markets, have experienced more difficult competition. However, little or no research has been done on the commercial...

Values have become a subject of growing interest, and are now generally accepted as an important factor in marketing research. However, value research that relies solely on a simple first‐order value paradigm, faces certain conceptual difficulties. By using a radically different formal value...

Prior studies of how service quality evolves during the service delivery process have used aggregate case data in retrospect or have not obtained objective measures of the actual dimensions of the service encounter on an individual basis. Reports on a study of an actual hotel service delivery...

Research on export behaviour and the determinants of export performance of manufacturing firms abounds in the literature. By contrast relatively little research has been undertaken that focuses on service exporters despite the growing importance of service exports in most advanced industrialised...

Based on Hartman's value theory (axiology), the article outlines and tests a forced rank order method to measure the company value pattern perceived by its employees. Pattern characteristics of the ranking orders include: presented mean as a measure of over‐ or under‐valuation; precision as...

Purpose: The purpose of this study was to examine the impact of unsubstantiated claims that a product is “ecological.” Design/methodology/approach: A between-subjects experimental design was used in which the absence versus the presence of an (unsubstantiated) ecological claim regarding a...

Purpose: A detailed conceptualization of how service experiences are transformed into a memory and the circumstances surrounding a memorable experience is not available in the customer experience literature. This paper aims to address this gap using a multi-dimensional framework (memoryscape)...

Purpose: The recently developed resource orchestration theory studies the processes by which managers handle resources to create competitive advantages. According to this theory, it is the way that resources interact with each other that results in such advantages. Resource integration, i.e....

Purpose: This paper aims to examine the impact of thinking about an event as an antecedent to subsequent talk about this event with others (i.e. word-of-mouth). Thinking has been a neglected variable in word-of-mouth research, despite the fact that several conceptual arguments indicate that...

Purpose – The paper is aimed at modelling the e‐competence of internet bank customers with a new text‐analytic method. Design/methodology/approach – A web survey using a critical incident technique approach (CIT) and follow‐up interviews was used to sequentially capture verbal accounts...