All Outputs (4)

Intercultural service encounters : a systematic review and a conceptual framework on trust development (2020)
Journal Article
Vrontis, D., Leonidou, E., Christofi, M., Kaufmann Hans, R., & Kitchen, P. (2021). Intercultural service encounters : a systematic review and a conceptual framework on trust development. EuroMed Journal of Business, 16(3), 306-323. https://doi.org/10.1108/EMJB-03-2019-0044

Purpose: A significant body of research has now been accumulated in the intercultural service encounter (ICSE) literature. However, no study to date has provided scholars and practitioners with a systematic review to map and better understand the IC... Read More about Intercultural service encounters : a systematic review and a conceptual framework on trust development.

Positive crossover loyalty shifts or negative temporal changes? The evolution of shopping mechanism in the O2O era (2020)
Journal Article
Ha, H., & Kitchen, P. (2020). Positive crossover loyalty shifts or negative temporal changes? The evolution of shopping mechanism in the O2O era. European Journal of Marketing, 54(6), 1383-1405. https://doi.org/10.1108/EJM-08-2018-0593

Purpose This paper aims to examine how customers encounter consumption-based evolution between mobile and offline platforms together with temporal and crossover effects. Counter to research on customer satisfaction theory, which shows that satisfact... Read More about Positive crossover loyalty shifts or negative temporal changes? The evolution of shopping mechanism in the O2O era.

Developing corporate communications : insights from the Italian scenario (2020)
Journal Article
Palazzo, M., Foroudi, P., Kitchen, P., & Siano, A. (2020). Developing corporate communications : insights from the Italian scenario. Qualitative Market Research: An International Journal, 23(3), 407-426. https://doi.org/10.1108/QMR-12-2017-0185

Purpose - Based on managerial perceptions from large firms, this paper explores the emergence, growth and importance of corporate communications and how it is evolving and creating competitive advantage for Italian firms. Design/methodology/appro... Read More about Developing corporate communications : insights from the Italian scenario.

Projecting university brand image via satisfaction and behavioral response : perspectives from UK-based Malaysian students (2020)
Journal Article
Alwi, S., Che-Ha, N., Nguyen, B., Ghazali, E., Mutum, D., & Kitchen, P. (2020). Projecting university brand image via satisfaction and behavioral response : perspectives from UK-based Malaysian students. Qualitative Market Research: An International Journal, 23(1), 47-68. https://doi.org/10.1108/QMR-12-2017-0191

This study attempts to ascertain the essential dimensions and components of university corporate brand image, including the cognitive attributes (service/educational quality) and affective attributes (corporate brand image) of the university. It bu... Read More about Projecting university brand image via satisfaction and behavioral response : perspectives from UK-based Malaysian students.