The aim of this systematic review is to identify how customer experience in the service sector
has been measured in relevant publications in the marketing field. A sample of 33 papers …

The conceptualization of self‐congruity is more than five decades old. However, the
research on its effect on consumer behaviour is still evolving, ensuing the literature …

Word-of-mouth has been recognized as a dominant factor in shaping consumer behavior.
However, what drives consumers to post their positive and negative purchasing experiences …

Purpose The young members of Generation Z, who are hyperconnected and addicted to
social media, are thought to be particularly sensitive to environmental and social concerns …

This research aims at examining how the service recovery justices' strategies influence
online customer engagement (OCE) in Jordan's telecom sector via the role of “customer …

Considering the stiff competitiveness situation in every sector, promoting the advocacy
behavior of employees is of seminal importance for an organization. With this regard, the …

Purpose This study aims to identify and examine the effect of brand reputation on brand
advocacy by evaluating the mediating effect of emotional attachment. The study also tests …

Purpose This study aims to understand the influence of negative publicity on brand image,
brand attitude and brand purchase intention. Specifically, the study examines the role of …

Purpose The purpose of this paper is to highlight the central role of bank customers'
engagement as a mediating variable between customer experience and two non …

While existing literature describes strong brand relationships along several dimensions, this
research sheds light on the identity perspective of consumer–brand relationships through …