Retailers increasingly use digital signage to inspire customers. The present article introduces C.A.P., a new customer inspiration approach that combines the ad-impressions from digital signage with purchase data from individual shoppers. These insights enable the analysis of individual customer...

The Internet of Things (IoT) promises to deliver enormous business value. More specifically, IoT solutions disrupt existing business models by opening up novel service opportunities. In order to help companies understand the opportunities and challenges of this development, we shed light on...

While increasing the organizational identification of employees has been described as the ultimate goal of internal marketing and internal branding, one of its most common practices is to communicate organizational values both internally and externally. However, very little is known about the...

Purpose – The purpose of this paper is to explore how and when customers influence organizational climate and organizational health through their feedback. Based on affective events theory, the authors classify both positive and negative customer feedback (PCF and NCF) as affective work...

Purpose – This study aims to examine the direct and moderating effects of generative learning on customer performance. Design/methodology/approach – The authors test the relationships between customer relationship management (CRM) capabilities, generative learning, customer performance, and...