Chanaka Jayawardhena

University of Surrey · Surrey Business School

Electronic word of mouth (eWOM) has evolved dramatically in the past 20 years, and is substantially shaping modern consumer behaviors and altering marketing management dynamics across both consumer and industry markets. We call this evolution "eWOM 2.0", as captured in this Special Issue. Ten research articles advance our understanding in how eWOM...

Purpose Avatars, which are used as a technology and marketing tactic, can embody consumer-facing employees and mimic their real-life roles on companies' websites, thereby playing a key role in enhancing the relationships between consumers and brands in the online environment. Academics and practitioners have increasingly acknowledged the significan...

The study explores how consumer–brand value congruence affects the quality of consumer relationships and drives the propensity to leave and consumers’ voluntary performance. It also examines how the quality of consumer–brand relationships mediates the relationships between value congruence and both propensity to leave and consumer voluntary perform...

The pervasive use of digital technologies allows individual consumers to generate and obtain consumption-related information through digital media platforms, thereby catalyzing the emergence and penetration of electronic word of mouth (eWOM) in the consumer market. Although WOM marketing highlights the significance of two-way communication, the int...

Purpose Based on the foundations of the schema theory, the elaboration likelihood model (ELM) and customer experience literature, this research examines how the interplay between a consumer's previous shopping experience(s) and perceived credibility of negative online word-of-mouth (PCNWOM) leads to improved consumer–firm relationship quality (RQ)....

Purpose: Avatars have become increasingly prevalent on brand websites, yet their impact on consumers’ use of these sites remains underexplored. The current study focuses on avatars, which are three-dimensional animated graphical web interfaces that verbally aid the brand stakeholders (e.g., customers, employees, and suppliers). Avatars provide admi...

Consumers have always had a propensity to share their personal experiences of products/services/brands with others. Marketers have long appreciated the importance of such user-generated content and Ernest Dichter coined the term ‘word of mouth’ (WOM) advertising in 1966. In online environments, electronic word of mouth (eWOM) has become important t...

Increasing technological innovation means level 5 fully autonomous vehicle pods (AVPs) that do not require a human driver are approaching reality. However, the adoption of AVPs continues to lag behind predictions. In this paper, we draw on Mowen's (2000) 3M model taking a multi-analytical approach utilising PLS-SEM and fuzzy set qualitative compara...

Despite increased research into electronic word of mouth (eWOM) in the hospitality sector, the role of emotion in consumers' eWOM behavior remains underexplored. Highlighting media differences in eWOM, we apply online disinhibition effect and social sharing of emotion theory to investigate the consequences of consumption emotion for consumers' eWOM...

In this paper, we examine the role of marketing strategies of tourism providers in inducing risk‐taking behaviour deriving lessons from theoretical foundations of ‘fear appeal’ and ‘protection‐motivation’ and the stimulus–organism–response framework. We engage with their meaning‐generating identity narratives that play an indispensable role in sust...

Submissions open: 01-July-2021. Submissions close: 31-Oct-2021. Full call for papers attached.

Purpose This study aims to explore consumption practices of new middle-class Indian women to explicate how they are challenging traditional social norms and redefining their identity through their consumption practices. Design/methodology/approach A total of 32 semi-structured and photo-elicitation interviews were conducted with new middle-class w...

This paper examines the effects of shopping goals and switching cost on customer commitment from the notional lens of the self-determination theory (SDT) through a survey-based data retrieved from Nigerian online shoppers. Findings indicate that i) utilitarian shopping goal influences hedonic shopping goal; ii) utilitarian and hedonic shopping goal...

Purpose The influence of electronic word-of-mouth (eWOM) information, such as online reviews, on consumers’ decision making is well documented, but it is unclear if online reviews still matter in post-purchase evaluation and behaviours. The purpose of this paper is to examine the extent to which online reviews (aggregate rating (AR) and individual...

Highlights • eWOM-triggered service recovery is examined through the novel theoretical lens of restorative justice. • An experiment is used to examine how hotels’ responses to negative online reviews impact upon service recovery. • The effectiveness of hotels’ responses and the optimal recovery strategies depend on the service failure severity....

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 and size. Based on a sample of 410 mid-to-senior-level managers working in UK service industries, we...

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 that follows the same beliefs, and that these consumers’ behavior and lifestyle are influenced by s...

Purpose – Although customer experience has been widely researched, its effects on behavior 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 components of customer experience (i.e., utilitarian experience, hedonic experience, and relational e...

Although practitioners-based survey indicated that trust in businesses and other societal institutions wane simultaneously whilst academic literatures support the view that externally sanctioned beliefs drive consumers’ trust in specific firms, the relationship between broad-level generalized kind of trust and trust in specific firms is an understa...

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 the SME towards their large partner. The model highlights the central role that different forms of pow...

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, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences....

Purpose The purpose of this paper is to examine the antecedents of word-of-mouth (WOM) in long-term service settings. Specifically, the authors examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention, satisfaction and WOM, and repatronage intention and WOM. Design/methodology/approach The...

Building enduring relationships with consumers is a key marketing objective for most firms, but how can they develop such relationships? Drawing on social identity and self-verification theories, this research postulates that value congruence and customer-to-customer similarity drives consumer–brand identification directly and indirectly through br...

Understanding how consumers make ethical purchases has numerous benefits for firms and other stakeholders. Although several ethical decision-making frameworks seek to explain such purchasing behaviour, they typically focus on the content of such decisions, rather than considering how such decisions unfold in a given context. Yet, the complexities o...

How does consumer–brand relationship quality (CBRQ) influence behaviors attributed to personal values? We answer this question by proposing a model that links customer voluntary performance and propensity to leave with CBRQ that stems from customer–brand value congruence. We collected data from an online survey of 371 consumers of restaurants and h...

This chapter examines underlying reasons for leisure riders' participation in riding activities. It draws on Iso-Ahola's (1982) motivation theory to understand key tenets like escape, learning, relaxation, social and self-esteem underpinning leisure riding behaviour. We examine not only the leisure riding motivation, but also whether there are any...

Academics and practitioners have long recognized the importance of understanding customers' perceptions of service evaluation. While research examining customers' service evaluation is evolving, investigation of the antecedent role that service employees play in the overall service evaluation process seems less well developed. This is surprising gi...

This study explains the formation of loyalty based on green values, perceived value and marketing communication. A conceptual framework is developed and tested with a global sample (n=121) of industrial customers. The results indicate that a) green values have a positive relationship with perceived value, b) perceived value has a positive effect on...

In this study we conceptualize a theoretical framework linking service quality, trust and, perceived value to both attitudinal and behavioral aspects of customer loyalty. The model is among the first attempts to explore the direct and indirect effects between trust and perceived value (conceptualized as a four dimensional construct: emotional, soci...

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 influence their loyalty towards suppliers in existing relationships, and how the length of B2B relations...

The authors investigate the role of service bundling in the formation of consumer attitudes toward service providers. Drawing upon theory on service bundling and customers’ perceived risk and value, the authors develop and test the moderating effect of service bundling on attitude and its antecedents based on a sample of 1152 telecommunication subs...

There is growing interest in the use of mobile devices and services in firm-client relationships, and especially in sales force management (MSI 2012). Accordingly, we investigate the behavioural intentions of B2B sales managers to use mobile CRM in the course of their work. A conceptual model of mobile CRM adoption is developed and empirically test...

In this paper, the authors conceptualize and test a theoretical framework linking service quality, utilitarian and hedonic value, and trust with three individual loyalty dimensions. The direct relationships between trust and different dimensions of loyalty have received little attention in previous research. Data analysis incorporates confirmatory...

Popular metrics such as the Net Promoter Score (NPS) highlight 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 settings and tests the model with customer surveys of three service sectors. The findings show that the...

Firms gain many benefits from well-designed websites. But which elements of website design quality really matter, and how do these elements influence usage behavior? With the Unified Theory of Acceptance and Use of Technology (UTAUT) as the theoretical foundation, this paper proposes that website design quality is a multi-dimensional construct with...

Consumer-brand identification (CBI) has gained increasing attention in the marketing literature over the past decade as a determinant of consumers' in-role and extra-role behaviour. Despite the growing interest, there are a number of problems with the conceptualisation and operationalisation of the construct in the marketing literature. In this pap...

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 IB customer behaviour, we develop a conceptual model grounded on the extended technology acceptance m...

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-to-day activities. Design/methodology/approach – An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is develope...

Building deep, committed and enduring relationships with customers is a key marketing objective for most firms. One way to accomplish this is to foster consumers' identification with brands by satisfying their self-continuity needs. Using a sample of 293 customers of two product categories, we show that consumers do indeed identify with brands and...

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 propose and empirically test a conceptual framework of key drivers of two types of eWOM, namely in-group...

Abstract: The impersonal nature of the websites has often been considered as a significant obstacle to online shopping. In recent years, in an attempt to mitigate these shortcomings, organisations have created ‘avatars’ which are virtual human images or characters which play a role during consumption episodes. Based on trust-commitment theory, we...

The importance of customer engagement to sustain and foster business growth in an interactive environment has been recognised in the practitioner literature. It has also been observed that engaged customers become empowered in a given marketing communication environment. Yet, there has been very little, if any, academic enquiry examining these conc...

The impersonal nature of the websites has often been considered as a significant obstacle to online shopping. In recent years, in an attempt to mitigate these shortcomings, organisations have created ‘avatars’ which are virtual human images or characters which play a role during consumption episodes. Based on trust-commitment theory and social pres...

Of particular importance to academics and practitioners in the marketing discipline is the ability to identify means of building deep, committed and enduring relationships with customers and convert them into champions and supporters of these brands. This study proposes and tests determinants of consumer-brand identification which provide consumers...

Despite making significant investments in enhancing the customer service experience, long-term customer loyalty remains an elusive dream for many service providers. Particularly in the telecommunications industry, switching providers even from within continuous contract relationships is easy and companies struggle to retain their customers. Trust a...

Purpose – The purpose of this paper is to test a conceptual model of the effects of customer and service orientation behaviours of individual retail employees on individual customers’ perceptions of service encounter quality, service quality, value, satisfaction, and behavioural intentions. Design/methodology/approach – The sample (n = 271) was cus...

The success of deploying Information Systems (IS) by organizations is dependent on the full integration of the new innovation into their existing processes (Diffusion). The failure of an IS to be fully diffused in an organization is, in most cases, not due to any inadequacy of the technological innovation, but rather due to conflict and a lack of a...

Fair trade (FT) is of growing interest to those carrying out research into ethical decision making. In this paper, we report findings from a recent survey of FT purchasing among 688 retail shoppers in the United Kingdom. We examined the relationship between individual differences, in terms of gender and age, and three outcome measures: purchasing,...

In spite of the large number of studies examining the factors influencing purchase intentions, the influence of substitutability, that is, the ability of Internet shopping (e-shopping) to compensate for the lack of sensory inputs as compared to traditional ‘bricks’ shopping, and its effects on purchase intentions has not been adequately examined. T...

Purpose – This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and loyalty to the employees. Design/methodology/approach – A con...

The background to this paper is that shoppers, particularly women, are motivated by a variety of different reasons, including socialising and enjoyment. Despite the growth of Internet retailing (e-retailing), these social needs are largely unmet in e-shopping. In the high street, women do most of the shopping but online shopping (e-shopping) tends...

In the past decade banks invested heavily in internet technology so as to engage in e-business and ecommerce activities. However, this development exposed banks to threats, such as online fraud. Consequently, there was a need to adopt security measures and controls to mitigate such threats. Banks in developed countries have developed a level of ‘be...

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 model is developed based on the literature. Instrument item scales to measure all constructs in the model...

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 areas identified as still being under‐explored. Design/methodology/approach The paper is discursive, bas...

This study conceptualizes and tests a theoretical framework that investigates customers' intention to engage in permission-based mobile marketing communications with a firm in the hospitality sector and examines the effects of gender. The model proposes that perceived usefulness, perceived ease of use and perceived trust affect attitude toward adve...

Contemporary accounts of customer behaviour emphasise reductionism and rationality. They are myopic since they construct customers as homogenous, or reducible to types, and motivated by discrete, separable forces. In Levitt's terms, current research into customer behaviour has been more concerned with the mechanics of selling than marketing, and th...

Since the publications of V. Packard's (1957) Hidden Persuaders and Levitt's (1960) "Marketing Myopia", Marketing as both an academic and business discipline has become more sophisticated in its methods and delivery, contributing to increasing prosperity. Yet to its detractors, Marketing should shoulder its share of blame for the growth of the exce...

This study conceptualizes and tests a theoretical framework that investigates customers' intention to engage in permission based mobile marketing communications with a firm in the hospitality sector. The model proposes that perceived usefulness, perceived ease of use and perceived trust affect attitude toward advertising, which in turn, together wi...

In this paper the authors conceptualize and test the effects of service employees’ customer orientation and service orientation behaviors within an extended service evaluation model encompassing service quality, service encounter quality, perceived value and customer satisfaction. The context is 271 Indian retail customers. Data analysis incorporat...

Purpose This paper's aim is to develop a conceptual model to examine the influence of four antecedent factors (personal trust, institutional trust, perceived control and experience) on consumers' willingness to participate in permission‐based mobile marketing. The model is to be tested empirically across three European countries and gender. Design...

Purpose The purpose of this paper is to provide a three‐country comparison of personal and institutionally based trust as factors affecting consumers' willingness to participate in permission‐based mobile marketing. Design/methodology/approach A conceptual model of different dimensions of personal and institutionally based trust and their effect o...

Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empir...

Purpose The last ten years have seen a gradual withdrawal of retail facilities from many local areas and the consequent growth of “shopping deserts” resulting in social and health disbenefits. The purpose of this paper is to examine the potential for e‐shopping to fill the vacuum and to assist disadvantaged shoppers. Design/methodology/approach Th...

Purpose The purpose of this paper is to examine the purchase intentions of online retail consumers, segmented by their purchase orientation. Design/methodology/approach An e‐mail/web survey was addressed to a consumer panel concerning their online shopping experiences and motivations, n =396. Findings It is empirically shown that consumer purchas...

The research described in this study replicates and extends the Brady et al., [Brady, M. K., Knight, G. A., Cronin Jr. J. Toma, G., Hult, M. and Keillor, B. D. (2005), emoving the Contextual Lens: A Multinational, Mult-setting Comparison of Service Evaluation Models, Journal of Retailing, 81(3), pp. 215-230] study suggestion that future research in...

A value-attitude-behaviour model was applied to investigate the roles of personal values in e-shopping consumer behaviour. Structural equation modelling identified that personal values (self-direction values, enjoyment values and self-achievement values) were significantly related to positive attitudes toward e-shopping. Individual attitudes toward...

Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. Building on a synthesis of the extant literature on service quality in traditional services and that of Internet delivered services, this study develops a battery of measures that can be used to measure customer service quality in e-...

This paper examines the literature concerning consumers’ purchasing on the Internet and reports on a project that contained qualitative findings with the help of quantitative data to uncover consumer purchase orientations for financial services. The findings showed support for the literature concerning similarities in the treatment of consumer purc...

The measurement of service encounter quality is an area of growing interest to researchers and managers. The objectives of this paper are to develop a reliable and valid measure of service encounter quality, and assess consequences of this construct. Both a literature review and an in-depth interview approach were used to develop a conceptual frame...

The Internet is gaining popularity as a delivery channel in the banking sector. At the same time, customer needs are changing. A total of 12 Internet banking operations in the UK are analysed under customer empowerment functions and Internet banking Web attributes. Internet banking renders location and time irrelevant, and empowers customers with g...

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Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. This research investigates the interrelationships between the dimensions comprising the Internet banking service quality construct through structural equation modelling. Five Internet service quality dimensions are identified: access...