• Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement 

  Itani, Omar S.; El Haddad, Rania; Kalra, Ashish

  Drawing on social exchange theory, the current study examines new drivers and their associated processes of customer engagement. In spirit, the study tests the direct and indirect impacts of the extraversion–introversion ...
• Social media use in B2b sales and its impact on competitive intelligence collection and adaptive selling 

  Itani, Omar S.; Agnihotri, Raj; Dingus, Rebecca

  This paper examines the use of social media by business-to-business (B2B) salespeople to assist in their job functions. The authors propose that a salesperson's attitude toward social media usefulness, as well as a ...
• Between a rock and a hard place 

  Itani, Omar S.; Jaramillo, Fernando; Paesbrugghe, Bert

  Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of ...
• The effects of empathy and listening of salespeople on relationship quality in the retail banking industry 

  Itani, Omar S.; Inyang, Aniefre Eddie

  Purpose The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating ...
• Building customer relationships while achieving sales performance results 

  Itani, Omar S.; Goad, Emily A.; Jaramillo, Fernando

  Despite its importance in sales, listening is an overlooked concept in research with limited empirical studies examining the construct since the work conducted by Castleberry and Shepherd (1993) and Ramsey and Sohi (1997). ...
• Can salesperson guilt lead to more satisfied customers? Findings from India 

  Gabler, Colin B.; Agnihotri, Raj; Itani, Omar S.
• Achieving top performance while building collegiality in sales 

  Itani, Omar S.; Jaramillo, Fernando; Chonko, Larry

  While previous literature provides evidence of the positive relationship between ethical climate and job satisfaction, the possible mechanisms of this relationship are still underexplored. This study aims to enhance scholars’ ...
• Salesperson ambidexterity and customer satisfaction 

  Agnihotri, Raj; Gabler, Colin B.; Itani, Omar S.; Jaramillo, Fernando; Krush, Michael T.

  This research investigates the effects of sales-service ambidexterity on salesperson role perceptions, behaviors, and customer satisfaction. Using a business-to-business, salesperson-customer sample, we build and test a ...
• Value get, value give 

  Itani, Omar S.; Kassar, Abdul-Nasser; Loureiro, Sandra maria Correia

  In today’s market, firms expect customers to not only consume their offerings, but also to market these offerings indirectly through different engagement behaviors. This study is conducted to examine factors that may drive ...
• Examining the role of sales-based CRM technology and social media use on post-sale service behaviors in India 

  Agnihotri, Raj; Trainor, Kevin J.; Itani, Omar S.; Rodriguez, Michael

  Despite the growing recognition of the critical role of post-sale service on the salesperson-customer relationship, few studies have explored how salesperson service behaviors (SSB) are enhanced through tools such as ...
• Consumer perception of Halal products 

  Farah, Maya F.

  Purpose The purpose of this study is to empirically investigate the effects of religiosity level, ethnocentrism, subjective norms, product judgment and trust in Halal food products on the consumer intention to purchase ...
• The examination of the potential of self-service technology devices in the Lebanese market 

  Farah, Maya F.; Ramadan, Zahy B.; Shatila, L.

  This paper investigates how the introduction of the Amazon Dash button, which allows buyers to order and reorder specific products through a simple press of a button, affects consumer buying behavior within their consumption ...
• Viability of Amazon’s driven innovations targeting shoppers’ impulsiveness 

  Farah, Maya F.; Ramadan, Zahy B.

  The growth of new technological innovations has given rise to a highly digitized retailing world that is re-defining the consumer purchase journey. Innovations, such as Amazon's Alexa, Dash-buttons (physical and virtual), ...
• Fast‐food addiction and anti‐consumption behaviour 

  Farah, Maya F.; Shahzad, Muhammad Faisal

  This study aims to understand the drivers of fast‐food addiction and the role of consumer social responsibility (CSR) on the relationship between fast‐food addiction and anti‐consumption. Due to growing health concerns, ...
• How do consumers think about hybrid products? Computer wearables have an identity problem 

  Nieroda, Marzena E.; Mrad, Mona; Solomon, Micheal R.

  Hybrid products, as exemplified by Apple or Fitbit wearables, claim features of different product categories (i.e., a technology and a fashion item). As these products develop, marketers find it challenging to position and ...
• Comorbidity of compulsive buying and brand addiction 

  Mrad, Mona; Chi Cui, Charles

  While compulsive buying and brand addiction are both addictive consumption, little is known about how they jointly impact on consumers. This research demonstrates that compulsive buying and brand addiction are distinct ...
• Brand–brand relational moments 

  Ramadan, Zahy B.

  Marketing has evolved from being mainly transactional based to relationship driven. As social media platforms facilitated a two-way communication channel between brands and consumers, they also made it possible for brands ...
• Brand addiction 

  Mrad, Mona; Chi Cui, Charles

  Purpose: This paper aims to develop a definition of brand addiction and a valid brand addiction scale (BASCALE). Design/methodology/approach The authors used focus-group results to define brand addiction and generate ...
• Brand addiction 

  Chi Cui, Charles; Mrad, Mona; Hogg, Margaret K.

  Brand addiction is one of the most important ways that consumers engage with brands. Other types of consumer-brand relationships include brand attachment, brand love, brand loyalty, brand passion and brand trust. This study ...
• The moderating role of 360-degree appraisal between engagement and innovative behaviors 

  Karkoulian, Silva; Srour, Jordan; Messarra, Leila Canaan

  Purpose Engaged employees are a critical asset in any business. This is largely because engaged employees tend to proffer innovative solutions to complex problems in the workplace. The purpose of this paper is to examine ...

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