...Kian Yeik Koay; Shea Kee Low Purpose The purpose of this research is to examine the influence of chain coffee shops’ innovativeness (e.g. menu innovativeness, technology-driven service innovativeness, experiential innovativeness and promotional innovativeness) on brand loyalty through brand...

...Özlem Altun; Mehmet Bahri Saydam; Tugrul Gunay Purpose Current research aims to explore the dominant themes shared in online reviews by customers visiting chain coffee shops as well as which of these themes were linked with satisfaction and dissatisfaction. Design/methodology/approach The data...