... this study, is illuminated. Brand loyalty Relationship marketing Customer satisfaction Retailing Services marketing Technology has dramatically changed the landscape of retail services. In particular, the web, and what is known as social media or Web 2.0, have given consumers much more...

... relationships and outcomes (Homburg and Giering, 2001 ; Yang and Peterson, 2004). We add to the existing literature: © Emerald Group Publishing Limited 2011 Value analysis The Netherlands Brand loyalty Consumer behaviour Banking Retailing Affective commitment is central...

... as the partial meditating effects of employees' brand identification, commitment and loyalty. Khanyapuss Punjaisri can be contacted at: khanyapuss.punjaisri@ntu.ac.uk © Emerald Group Publishing Limited 2009 Brand identity Brand loyalty Thailand Employee behaviour Hotel and catering industry...

... and employees' delivery of the brand promise as well as the relationships among their brand identification, brand commitment and brand loyalty. Design/methodology/approach On a census basis, a quantitative survey is carried out with 699 customer‐interface employees from five major hotels. Findings...

...Jochen Wirtz; Shaukat Brah; Venkata Yanamandram; Lesley White Purpose To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business‐to‐business (B2B) services sector. Design/methodology/approach A qualitative study was conducted, with 28 personal...