Customer Satisfaction
Retail Shopper Confusion: An Explanation Of Avoidance Behavior At The Point-of-Sale
To introduce the new construct of retail shopper confusion (RSC), the authors demonstrate, in three studies, that: (1) properties of the environment, including variety, novelty, complexity, and Read More »
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
When Choice Closure Reduces Satisfaction: The Moderating Role Of Decision Outcome Valence
Previous research has shown that choice closure, defined as the psychological process by which consumers come to perceive a decision to be final, increases satisfaction with difficult decisions (Gu, Read More »
Corporate Heritage Brand Identity, Customer Experience And Satisfaction: The Case Study Of John
Purpose: This research studies the relationship between corporate heritage brand identity and customer satisfaction of John Lewis Partnership (JLP) which is one of the most successful British retail Read More »
INFLUENCE OF SERVICE QUALITY AND TRUST IN SPREADING POSITIVE WOM AND INCREASING LOYALTY OF A
Service quality enhancement is crucial for any business entity. Understanding the service quality gaps helps in improving the customer service. Good customer service quality is essential for enhanced Read More »
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