Purpose: This paper aims to examine the impact of thinking about an event as an antecedent to subsequent talk about this event with others (i.e. word-of-mouth). Thinking has been a neglected variable in word-of-mouth research, despite the fact that several conceptual arguments indicate that...

Purpose – The paper is aimed at modelling the e‐competence of internet bank customers with a new text‐analytic method. Design/methodology/approach – A web survey using a critical incident technique approach (CIT) and follow‐up interviews was used to sequentially capture verbal accounts...

It is evident that, in many countries, banking is in the process of significant structural change. Deregulation in the 1980s has led to increased competition among banks. By mimetic strategic behaviour banks have tried to expand credit volume. Among other factors, a lack of controls, perverse...

Purpose – The purpose of this paper is to focus on the need in biotechnology to integrate a variety of knowledge bases to build the intellectual asset base of the commercial entity operating in the biotechnology industry. Design/methodology/approach – The paper is based upon a single case...

Purpose – The purpose of this paper is to explore companies' experiences in designing and implementing service guarantees. Design/methodology/approach – The methodology relied on 22 in‐depth personal interviews across a sample of ten Australian service firms. Findings – The effectiveness...

Notes relationship marketing’s need for an overarching theory, suggesting the use of a formal value construct to meet this need. Points out that a broad, generic theory of value is needed and suggests that humanistic philosophy provides such a theory. Looks at various factors such as the basic...

This article illustrates how open innovation can be applied to understand renewal processes in complex sectors of society that involve many public, private and collective actors. The article discusses how a city renewal project can be conceptualized as ?open city innovation?. A natural...