The Performance Of Domestic And Foreign Firms In Emerging Markets – The Moderating Role Of FDI
Foreign firms operating in emerging markets are commonly assumed to outperform their local competitors and thereby pose a serious threat to domestic firms. In most cases, the superiority of foreign Read More »
Customer Perceptions Of Service Recovery Fairness: An Empirical Investigation In The Thai Hotel
A fair recovery positively influences customer satisfaction and repatronage intentions following a service failure. While the link between perceived recovery fairness (justice) and customer Read More »
Author: Stavros Kalafatis, Jaywant Singh, Benedetta Crisafulli, Francesca Dall’Olmo Riley
Contributor: eb™ Research Team
The Influence Of The Net Promoter Score (NPS) On Actual Online Word-of-Mouth
The Net Promoter Score (NPS) is a widely used measurement tool for customer loyalty. While common practice for many companies across multiple industries, academics are not convinced about the NPS Read More »
Service Adoption And Defection Decisions: Understanding The Effects Of Social Influences In
The processes of products’ adoption and defection are closely related and are likely to influence each other. We utilize social network information and information regarding customers’ adoption Read More »
Social Networking Sites As Means To Create Customer Loyalty
In the last few years, Social Networking Sites (SNS) have become very useful for firms, allowing them to attract new customers and to manage the customer-brand relationships. In this context, we Read More »
Author: Noelia Sánchez-Casado, Eva Tomaseti-Solano, Juan-Gabriel Cegarra-Navarro
Contributor: eb™ Research Team
