Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioural loyalty in a business services context, and attempts to...

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to...

The issue of control is central to many conceptualizations of work and work organization. Although the body of research on organizational culture control is growing, this literature has a number of limitations. This article encourages theory building by supplying generalizable empirical evidence...

Although researchers have called for a greater understanding of front-line employee behaviour during service encounters, few studies have been directed at the topic of service sabotage in general, and at the motives of such behaviours in particular. This paper presents systematic empirical...

Through a survey of Indian software organizations, we test a model of work-oriented cognitions and performance measures using structural equation modeling. The developed framework presents satisfaction at work, productivity at work, and quality of work as consequences of organizational culture....

While many aspects of services research assume that employees are largely compliant to management prescribed service standards, a number of recent studies have highlighted the deliberate sabotage by service workers as a key issue. We contend that service sabotage is important not simply because...