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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. https://doi.org/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 about Examining customers’ experience with the Nigerian Bank Verification Number (BVN) policy from the perspective of a dual-lens theory.

Consumer adoption of new technologies : the role of perceived risk (2018)
Thesis
Alomran, A. M. (2018). Consumer adoption of new technologies : the role of perceived risk. (Thesis). University of Hull. Retrieved from https://hull-repository.worktribe.com/output/4200786

Driven by perceived Internet technology advantage and significant market potential, this study focuses on the impacts of Perceived Risk and Trust Belief on Behavioural Intention to use hotel e-booking services in Saudi Arabia. The study employs the U... Read More about Consumer adoption of new technologies : the role of perceived risk.

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. https://doi.org/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 about The role of negative and positive forms of power in supporting CSR alignment and commitment between large firms and SMEs.

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. https://doi.org/10.1108/bpmj-09-2016-0185

© 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 about A review of service quality and service delivery: Towards a customer co-production and customer-integration approach.