Purpose – This paper aims to examine the influence of the culture of the service firm on its interpretation of the role of the brand and on the development and implementation of its brand values. Design/methodology/approach – A grounded theory approach was used. Interviews were conducted...

Purpose – There is scientific consensus that employees' attitudes have a fundamental impact on customers' experiences. This paper seeks to focus on how to create favourable employee attitudes that are relevant for the creation of the service brand. In this context, the aim is to develop a...

Purpose – The purpose of this study is to investigate the role of brand equity in handling service failure and examine the effects of brand equity on service recovery. Design/methodology/approach – A conceptual framework is proposed which includes that satisfaction, as a mediator, accounts...

Purpose – The purpose of this study is twofold: first, to assess the impact of extension innovativeness on attitude towards service line extension and the mediating role played by extension quality (in relation to the parent brand); second, to examine the effect of consumer involvement as a...

Purpose – The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e‐service provider loyalty and word‐of‐mouth. Design/methodology/approach – Data from an...

Purpose – This paper aims to report on a qualitative study that explores senior citizen consumers ' empowerment through social engagement in third places and their subsequent loyalty to third places. Design/methodology/approach – Data were collected via a qualitative research design from...

Purpose – This paper aims to investigate the effects of service innovation exploration – exploitation on financial performance through the delivery of quality services. Additional emphasis is also given to examining the extent to which employee empowerment and slack resources enhance or...