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Purpose – This study aims to develop and empirically test a model examining the antecedents of consumer loyalty toward internet portals. Design/methodology/approach – The data were collected based on an internet survey in Taiwan. Self‐administered questionnaires were used for all measures....
Purpose – The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees. Design/methodology/approach – Questionnaires were carried out in 149 hotel...
Purpose – This research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service‐profit chain using data from another Western European retailer operating in the same business sector. Design/methodology/approach – This study applies correlation and...
Purpose – The paper provides insights into destination marketing and the conditions and outcome of competitor co‐operation in a local, horizontal hotel network. The specific purpose is to uncover the mechanics of such a network and offer a theory together with recommendations for practice and...
Purpose – The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects of loyalty. The most common application of this aggregation approach is to include two specific loyalty...
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