Acknowledging Consumer Gratitude: Leveraging The Voice Of The Consumer To Increase Loyalty
When consumers’ purchase experiences end in dissatisfaction, complaints are often triggered and most customer-oriented firms invest heavily in recovery with hopes of addressing their complaints and Read More »
Author: Paul W. Fombelle, Clay Voorhees, Sterling Bone, Alexis Allen
Contributor: eb™ Research Team
The Effects Of Consumer Vulnerability On Service Evaluations And Wellbeing Outcomes
Working with a large health service provider, we explore the effects of consumer vulnerability on post-service failure evaluations, outcomes, and behaviors. First, we introduce an individual-level, Read More »
Author: Laurel Anderson, Daniele Mathras, Richard J. Caselli, Denise M. Kennedy, Amy L. Ostrom
Contributor: eb™ Research Team
Pour Oil On Troubled Water: The Effects Of Mere Measurement And Time On Customer Desire For Revenge
Since revenge significantly affects both victim and offender, research on revenge has received increasing attention in the psychology (McCullough, Fincham, and Tsang 2003; McCullough, Kurzban, and Read More »
Suffering In Silence: Close Customers’ Reluctance To Complain Damages Service Relationships
Firms strive to create strong relationships between their service providers and customers (Yim, Tse, and Chan 2008). Indeed, strong customer relationships drive favorable word of mouth (Verhoef, Read More »
Conspicuous Consumption Reflects How Redistribution Influences Perceived Social Justice
The market-based economies in the United States and Western Europe face what has been called a crisis of legitimacy. At the heart of this crisis lie questions about the extent to which unequal Read More »
Author: Barbara Briers, Klaus Wertenbroch, Breagin K. Riley
Contributor: eb™ Research Team