Purpose – Service employees frequently engage in emotional labour to express emotions to customers that conform with organizational display rules. Previous studies report equivocal findings regarding the relationships among emotional labour, job satisfaction, and quitting intentions. This...

Purpose – To analyze whether perceived corporate reputation and customer satisfaction are directly associated with customer intention. Design/methodology/approach – Using structural equation modeling, the study is based on the responses to a written questionnaire of 462 customers of a large...

This study investigates the mediating role of customer satisfaction in the relationships between two types of corporate associations (corporate ability and corporate social responsibility) and two behavioral outcomes (word of mouth and loyalty intentions). In addition, the authors explore...

Purpose – The puropse of this article is to identify consumers who experience difficulty in making their buying decisions, especially in the face of variety of choice, proliferation of brand choice, small inter‐brand differences, brand counterfeiting, marketing communication overload and so...

Purpose – Researchers have explored the extent to which consumers belonging to minority, ethnic, marginalized, and sub‐cultural groups experience discrimination in retail settings. This study aims to explore the converse of retail racism – namely, reverse retail discrimination. The work...