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Understanding new religion-compliant product adoption (NRCPA) in Islamic markets (2019)
Journal Article
Al-hajla, A. H., Jayawardhena, C., Nguyen, B., Melewar, T. C., Ghazali, E., & Mutum, D. S. (in press). Understanding new religion-compliant product adoption (NRCPA) in Islamic markets. Journal of Global Marketing, https://doi.org/10.1080/08911762.2018.1559907

This study examines the relationships between religious beliefs, brand personality, and new religion-compliant product adoption (NRCPA) in Islamic markets. Findings confirm that religious consumers tend to behave in accordance with a society or group... Read More

Impact of market orientation on a firm's customer-based performance: the moderating role of employee orientation (2019)
Journal Article
Mujahid, M., Liu, H., Jayawardhena, C., & Bidit, L. (in press). Impact of market orientation on a firm's customer-based performance: the moderating role of employee orientation. Journal of marketing management,

In this paper, we examine the influence of employee orientation (EO) on converting constituent dimensions of market orientation (MO) into customer-based performance (CBP) and consider the robustness of these relationships in the context of firm age a... Read More

Examining customers’ experience with the Nigerian Bank Verification Number (BVN) policy from the perspective of a dual-lens theory (2018)
Journal Article
Emeka Izogo, E., Jayawardhena, C., & Ogbonna Udu Kalu, A. (2018). Examining customers’ experience with the Nigerian Bank Verification Number (BVN) policy from the perspective of a dual-lens theory. International Journal of Emerging Markets, 13(4), 709-730. doi:10.1108/IJoEM-09-2016-0246

Purpose - Although customer experience has been widely researched, its effects on behaviour towards a government policy is still unclear. This paper draws on two theories with some similar and opposing perspectives to investigate the effect of three... Read More

The role of negative and positive forms of power in supporting CSR alignment and commitment between large firms and SMEs (2018)
Journal Article
Harness, D., Ranaweera, C., Karjaluoto, H., & Jayawardhena, C. (2018). The role of negative and positive forms of power in supporting CSR alignment and commitment between large firms and SMEs. Industrial marketing management, 75, 17-30. doi:10.1016/j.indmarman.2018.03.006

Do large firms exert power to shape the CSR behavior of their SME partners?” We answer this question by proposing a model built on the stakeholder theory and the shareholder theory, and go on to explain how this impact influences the commitment of th... Read More

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach (2018)
Journal Article
Alzaydi, Z. M., Al-Hajla, A., Nguyen, B., & Jayawardhena, C. (2018). A review of service quality and service delivery: Towards a customer co-production and customer-integration approach. Business process management journal, 24(1), (295-328). doi:10.1108/bpmj-09-2016-0185. ISSN 1463-7154

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically,... Read More

Unlocking behaviors of long term service consumers : the role of action inertia (2017)
Journal Article
Leppaniemi, M., Harness, D., Jayawardhena, C., Karjaluoto, H., & Leppäniemi, M. (2017). Unlocking behaviors of long term service consumers : the role of action inertia. Journal of Service Theory and Practice, 27(1), (270-291). doi:10.1108/JSTP-06-2015-0127. ISSN 2055-6225

Purpose – The purpose of this study is to examine the antecedents of word-of-mouth (WOM) in long term service settings. Specifically, we examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention... Read More

Customer environmental values and their contribution to loyalty in industrial markets (2015)
Journal Article
Jayawardhena, C., Karjaluoto, H., & Mustonen, N. (2016). Customer environmental values and their contribution to loyalty in industrial markets. Business strategy and the environment : BSE, 25(7), (512-528). doi:10.1002/bse.1882. ISSN 0964-4733

Concern over the effect of industries on the natural environment is growing on a multitude of levels. This study examines the effects of how perceptions of (a) environmental values, (b) green image and (c) perceived value of industrial customers infl... Read More

A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt, currently using and stopped using (2014)
Journal Article
Wu, M., Jayawardhena, C., & Hamilton, R. (2014). A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt, currently using and stopped using. MM. Journal of marketing management, 30(9-10), 1006-1038. https://doi.org/10.1080/0267257X.2014.935459

Despite the surge in interest in research on customers’ adoption of internet banking (IB), how discontinued users can be brought back to IB has not received much attention. To respond to this question and to provide a comprehensive understanding of I... Read More

Website design quality and usage behavior : unified theory of acceptance and use of technology (2014)
Journal Article
Al-Qeisi, K., Dennis, C., Alamanos, E., & Jayawardhena, C. (2014). Website design quality and usage behavior : unified theory of acceptance and use of technology. Journal of business research, 67(11), 2282-2290. doi:10.1016/j.jbusres.2014.06.016

A well designed website brings numerous benefits to firms. Some of these benefits are well established. But what elements of the website design quality really matter and how do these elements in turn influence website usage behavior? Building upon th... Read More

Intention to use mobile customer relationship management systems (2014)
Journal Article
Karjaluoto, H., Töllinen, A., Pirttiniemi, J., & Jayawardhena, C. (2014). Intention to use mobile customer relationship management systems. Industrial management + data systems, 114(6), 966-978. https://doi.org/10.1108/IMDS-11-2013-0480

© Emerald Group Publishing Limited. Purpose - The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-t... Read More

Talk up or criticize? Customer responses to WOM about competitors during social interactions (2014)
Journal Article
Jayawardhena, C., & Ranaweera, C. (2014). Talk up or criticize? Customer responses to WOM about competitors during social interactions. Journal of business research, 67(12), (2645-2656). doi:10.1016/j.jbusres.2014.04.002. ISSN 0148-2963

Popular metrics such as the Net Promoter Score (NPS) highlights many benefits of word of mouth (WOM) to firms. Is WOM all it is claimed to be? Building on social identity theory, this research develops a conceptual model of WOM exchange in social set... Read More

Drivers of in-group and out-of-group electronic word-of-mouth (eWOM) (2013)
Journal Article
Jayawardhena, C., Abrantes, J. L., Lages, C. R., & Seabra, C. (2013). Drivers of in-group and out-of-group electronic word-of-mouth (eWOM). European Journal of Marketing, 47(7), (1067-1088). doi:10.1108/03090561311324219. ISSN 0309-0566

Purpose: The purpose of this study is to address a recent call for additional research on electronic word-of-mouth (eWOM). In response to this call, this study draws on the social network paradigm and the uses and gratification theory (UGT) to propos... Read More

An empirical investigation into e‐shopping excitement: antecedents and effects (2009)
Journal Article
Wright, L., Jayawardhena, C., & Tiu Wright, L. (2009). An empirical investigation into e‐shopping excitement: antecedents and effects. European Journal of Marketing, 43(9/10), (1171-1187). doi:10.1108/03090560910976429. ISSN 0309-0566

Purpose - This paper seeks to examine the antecedents of online shopper excitement, its consequences for behavioural intentions as expressed by intent to return, and positive word-of-mouth communication. Design/methodology/approach - A conceptual mod... Read More

E-consumer behaviour (2009)
Journal Article
Wright, L., Jayawardhena, C., Dennis, C., Merrilees, B., & Tiu Wright, L. (2009). E-consumer behaviour. European Journal of Marketing, 43(9/10), (1121-1139). doi:10.1108/03090560910976393. ISSN 0309-0566

Purpose - The primary purpose of this paper is to bring together apparently disparate and yet interconnected strands of research and present an integrated model of e-consumer behaviour. It has a secondary objective of stimulating more research in are... Read More

Antecedents to permission based mobile marketing: An initial examination (2009)
Journal Article
Jayawardhena, C., Karjaluoto, H., Kautonen, T., & Kuckertz, A. (2009). Antecedents to permission based mobile marketing: An initial examination. European Journal of Marketing, 43(3-4), (473-499). doi:10.1108/03090560910935541. ISSN 0309-0566

Purpose: This paper's aim is to develop a conceptual model to examine the influence of four antecedent factors (personal trust, insti tutional trust, perceived control and experience) on consumers' willingness to participate in permission-based mobil... Read More