The diversity of the service sector makes it difficult to come up with managerially useful generalizations concerning marketing practice in service industry, but IT and the Internet are causing fundamental changes in the economics of service industry. The Internets influence in creating...

Purpose This paper aims to examine the interconnection between the consumer perceived corporate social responsibility (CSR) and its effect on the post-recovery satisfaction and loyalty after service failures. Design/methodology/approach An intercept survey has been conducted during June to...

Purpose: This study aims to identify the influence of perceived corporate social responsibility (PCSR) on consumer brand commitment in ridesharing services. Design/methodology/approach: PCSR is a second-order construct reflecting three dimensions – economic, environment and ethics. A total of...

Purpose: As a crucial counter-equivalent to business ethics, consumer ethics has emerged as a promising research domain for practitioners and academicians alike. Despite its pertinence for both industry and academia, little is known about the existing state of consumer...

The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based...

Purpose: The purpose of this paper is to examine the influence of perceived CSR and its influence on customer satisfaction and loyalty in the hotel industry. Design/methodology/approach: Personal surveys of hotel guests were carried out in three metropolitan cities of India. The survey resulted...

Purpose: The purpose of this paper is to examine the impact of perceived social media marketing activities (SMMAs) on customer loyalty via customer equity drivers (CEDs) in an e-commerce context. Design/methodology/approach: The study surveyed 371 students from a large university in India. The...

Purpose: With increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with customers across various stages of new service development. Co-creating with customers require a focused...

Purpose: The purpose of this study is to assess the mediating role of brand trust and commitment in the relationship of brand engagement and brand experience with brand loyalty in the online service context. Design/methodology/approach: To achieve the study’s objective, 414 users of virtual...