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All Outputs (30)

The impact of quality control initiatives, customer integration and customer co-production on service quality performance : an empirical investigation (2014)
Thesis
Alzaydi, Z. M. (2014). The impact of quality control initiatives, customer integration and customer co-production on service quality performance : an empirical investigation. (Thesis). University of Hull. Retrieved from https://hull-repository.worktribe.com/output/4219938

Delivering a high standard of services to customers is recognised as an important objective for any service provider. In order to achieve this goal employees are encouraged to go about their jobs in certain ways, comply with guidelines and in accorda... Read More about The impact of quality control initiatives, customer integration and customer co-production on service quality performance : an empirical investigation.

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. 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 about A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt, currently using and stopped using.

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. https://doi.org/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 about Website design quality and usage behavior : unified theory of acceptance and use of technology.

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 about Intention to use mobile customer relationship management systems.

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

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 about Talk up or criticize? Customer responses to WOM about competitors during social interactions.

Islamic religious beliefs and brand personality towards new product adoption in the Islamic market, and scale development and validation (2014)
Thesis
Al-Hajla, A. H. (2014). Islamic religious beliefs and brand personality towards new product adoption in the Islamic market, and scale development and validation. (Thesis). University of Hull. Retrieved from https://hull-repository.worktribe.com/output/4219615

Brand personality is considered as an important element in building and maintaining strong and valuable brands. Several brand personality scales have been proposed within the brand marketing literature, but no reliable and valid brand personality sca... Read More about Islamic religious beliefs and brand personality towards new product adoption in the Islamic market, and scale development and validation.

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

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 about Drivers of in-group and out-of-group electronic word-of-mouth (eWOM).

An empirical investigation into e‐shopping excitement: antecedents and effects (2009)
Journal Article
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. https://doi.org/10.1108/03090560910976429

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 about An empirical investigation into e‐shopping excitement: antecedents and effects.

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

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 about E-consumer behaviour.

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

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 about Antecedents to permission based mobile marketing: An initial examination.