Addresses two critical issues for the small retailer faced with competition from large national one‐stop chains: do customers perceive environmental and induced emotional influences the same for these different retailers and do these influences have differential effects on a customer’s...

Purpose – The purpose of this study is to assess differences between the guidance offered by cultural studies in the services literature and the retailing literature for emerging markets. To research these differences, the role that the contact person has towards South African township...

Organizational research has shown that certain supervisory behaviours contribute to an environment conducive to superior job performance. Hypothesizes that supervision and role stress influence the internal service quality of an insurance salesforce through their impact on organizational...

While academics have been attempting to establish empirical support for the marketing concept, managers have been facing a complementary challenge to implement this cornerstone of marketing theory. Both groups appear to have had limited success. Part of the problem may lie in a failure to...

Purpose: Digital-only banks are emerging as challenger banks to the traditional-bank business model in South Africa. However, traditional-bank customers could resist the use of digital-only banks, theoretically due to their satisfaction with the status quo. Consequently, inertia arising from...

Purpose: Shopping statistics indicate that online shoppers prefer purchasing products using the desktop website of the retailer, rather than using the mobile website on a mobile phone to purchase products (mobile website purchasing). Therefore, using status quo bias theory, this study aims to...

Purpose: Some marketers have challenged psychologists’ contention that human beings can only learn by using conscious effort. They argue that advertising can be effective at low levels of (or even no) attention. Also, despite the absence of (or low levels of) consciousness, these subconscious...