Fairness Quality (FQ): A Multiple-Item Scale For Assessing Firms’ Fairness
To encounter firms’ perceived unfair behavior, we develop a measure of fairness quality (FQ) to assess firms’ fairness. Using the means-end framework, we conceptualize, construct, and test the fQ Read More »
A Contingency Approach For A Profitable Complaint Management
This study aims to understand whether organizational responses to customer complaints improve customer profitability. To do so, the authors propose a contingency framework in which the effectiveness Read More »
Author: Iguácel Melero Polo, Jesús Cambra, F. Javier Sesé
Contributor: eb™ Research Team
When Does Customer Empowerment Make A Difference? An Exploration Of Consumer Response To Different
Previous research indicates that customer empowerment, the integration of consumers into the decision-making mechanisms of a company, enhances consumers’ perceptions of the company. Three Read More »
Sharing Viral Messages To Satisfy Human Needs: Explaining Viral Message Forwarding Using Self
The present paper aims at investigating the question of what drives individuals to share viral messages. Building on Self Determination Theory, we examine the impact of the individual’s need for Read More »
Author: Verena Schoenmueller, Kristine Fritz, Manfred Bruhn
Contributor: eb™ Research Team
Segmentation Of Loyal Consumers In Retailing Context From The Latent Approach
The identification of retail consumer profiles is key for designing actions oriented towards the most profitable segments. Study of market heterogeneity is evolving towards latent segmentation Read More »
Author: Maria Fuentes Blasco, Beatriz Moliner Velázquez, Irene Gil Saura
Contributor: eb™ Research Team