Purpose – The interest in customer experience has increased at a phenomenal rate. However, research to capture the true meaning of the concept is limited. Therefore, this study aims to address the question of what are the underlying dimensions that constitute the construct of customer...

Chapter 1 examines the relationships between absorptive capacity and effective knowledge management through the analysis of quantitative data drawn from managers and employees in residential aged care organizations in Western Australia. Chapter 2 provides an application of system dynamics...

The internet has been credited as an important advertising and direct marketing channel, which has the potential to revolutionise the branding of products and services. Yet, several studies have been forecasting the end of traditional brand management in today's e-markets. At the same time,...

Purpose – Despite a well‐established corporate identity construct there is still ambiguity and disorientation regarding the corporate visual identity construct. The purpose of this paper is to investigate the inconsistent use of terminologies such as “symbolism” and “corporate...

Purpose This study aims to identify integrated marketing communication (IMC) antecedents and the consequences of planned brand identity in the context of higher education, and empirically test a number of hypotheses related to the constructs of these antecedents and consequences....