Research Repository

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The effects of online reviews on service expectations: do cultural value orientations matter? (2018)
Journal Article
Nath, P., Devlin, J., & Reid, V. (2018). The effects of online reviews on service expectations: do cultural value orientations matter?. Journal of Business Research, 90, doi:10.1016/j.jbusres.2018.05.001. ISSN 0148-2963

This study aims to explore the moderating influence of cultural value orientations of consumers on their use of positive and negative electronic word of mouth eWOM (PWOM and NWOM) to develop service expectations. It uses two experimental studies. Stu... Read More

Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective (2017)
Journal Article
Chen, T., Ma, K., Bian, X., Zheng, C., & Devlin, J. (2018). Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective. Journal of Business Research, 82, doi:10.1016/j.jbusres.2017.08.025. ISSN 0148-2963

In the context of two distinctive consumer categories and two different product settings, this research examines the effects of recovery on recovery performance as a function of consumer moral judgment of service failure. The findings of two studies... Read More

Trust in financial services: the influence of demographics and dispositional characteristics (2017)
Journal Article
Moin, S., Devlin, J., & McKechnie, S. (2017). Trust in financial services: the influence of demographics and dispositional characteristics. Journal of Financial Services Marketing, 22(2), doi:10.1057/s41264-017-0023-8. ISSN 1363-0539

So far, very little attention has been paid to examining consumer perceptions of trust from an interdisciplinary perspective. The purpose of this study is to examine how consumer trusting belief and disposition to trust within the financial services... Read More

Corporate image and a sport’s governing body (2016)
Journal Article
Sekhon, H., Roy, S. K., Chadwick, S., & Devlin, J. (in press). Corporate image and a sport’s governing body. Service Industries Journal, 36(11-12), doi:10.1080/02642069.2016.1255729. ISSN 0264-2069

This study provides a topical examination of corporate image and a sport’s governing body. Our study is based on 500 worldwide followers of football and has major implications because it serves as a basis for understanding how sports fans might devel... Read More

The magic of branding: the role of 'pledge', 'turn' and 'prestige' in fostering consumer trust in financial services (2016)
Journal Article
Moin, S., Devlin, J., & McKechnie, S. (in press). The magic of branding: the role of 'pledge', 'turn' and 'prestige' in fostering consumer trust in financial services. Journal of Financial Services Marketing, 21(2), doi:10.1057/fsm.2016.8. ISSN 1363-0539

The purpose of this paper is to study the impact of brand image on consumer trust through empirical investigation in the context of financial services sector. Whilst trust helps to bind consumers to brands, a strong brand image works like magic in re... Read More

Expectation formation in case of newer hotels (2014)
Journal Article
Nath, P., Devlin, J., & Reid, V. (2016). Expectation formation in case of newer hotels. Journal of Travel Research, 55(2), doi:10.1177/0047287514541003. ISSN 0047-2875

Advertisement and price cues are important sources of information that influence tourists’ service expectations, particularly in the case of newer, less-established hotels. However, it is not clear if such hotels benefit from promising more or less t... Read More