... of employee delight to fill this gap. Design/methodology/approach Across four studies (699 full-time employees and 158 customers), this study uses established scale development procedures to develop and test a measure of employee delight, which is defined as a specific positive emotional response...

...-stage research design was adopted drawing on qualitative and quantitative studies consistent with extant scale development procedures. Qualitative studies comprised a comprehensive literature review, expert panel review and interviews to develop a theoretical framework and generate items. Quantitative...

... – Rigorous scale development led to the development of a 19-item instrument that effectively measures a large service organization’s corporate reputation along five dimensions, namely, emotional appeal, corporate performance, social engagement, good employer and service points. Research limitations...

... Scale development Client-based reputation of professional services Properly understanding reputation and its facets in a professional services context is important, given the growing interest in the literature devoted to professional service firms and their reputations (e.g. Brock et al...

... Internal market orientation Indian banking Scale development Market orientation Banking India An executive summary for managers and executive readers can be found at the end of this article. Since 1990, considerable conceptual and empirical research efforts have been directed...

... programme Rewards Perceived value Scale development Self-determination theory Purchase orientations Airlines Consumer behaviour Understanding how various rewards enhance or undermine loyalty is a critical question for differentiation; the various types of rewards likely induce varying levels...