Do CSR Enhance Premium Customer Preference And Loyalty? An Empirical Study
This study investigates how perceptions associated with corporate social responsibility (CSR) initiatives influence customers’ preference and loyalty in a controversial consumer market. We use of Read More »
Author: Matthew Liu, Ipkin Wong, Rongwei Chu, Ting-Hsiang Tseng
Contributor: eb™ Research Team
Breathing Down Your Neck - The Impact Of Queues On Customers Using A Service
Queues are ubiquitous phenomena in many service industries. While a rich body of research in this field focuses on queues from a waiting perspective, the purpose of this paper is to investigate what Read More »
Antecedent And Consequences Of Positive Word Of Mouth From WOM Sender’s Perspective: A Conceptual
This paper outlines a conceptual framework of the antecedent and consequences of offline positive word of mouth (P-WOM) from the WOM sender’s perspective, as the effect of WOM on WOM’s sender is Read More »
Why Dissatisfied Customers Buy Again? The Role Of Self-Attribution
This paper examines the influence of service dissatisfaction on repurchase intentions and the moderating effect of self-attribution. First, we examine the influence of service performance on service Read More »
Author: Stefanie Paluch, Andreas Kessenbrock, Soeren Koecher
Contributor: eb™ Research Team
Don´t Try Harder: Using Customer Inoculation To Build Resistance Against Service Failures
Capitalizing on a large-scale field experimental data set involving 1254 airline customers, this study introduces customer inoculation as a proactive strategy for mitigating negative consequences of Read More »