This paper proposes a social identity perspective of customer–brand relationship and integrates brand identity and identification with value, trust and satisfaction in predicting brand loyalty. Two studies' empirical results support this path to brand loyalty framework. The results offer...

This paper draws on theories of new institutionalism to examine the consequences of partnership working for the community sector. Three normative practices which are associated with partnership working -- representativeness; consensus-based decisionmaking; and bureaucratic styles of working --...

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...

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....