Customer Satisfaction

Article

Asymmetric Effects Of Causal Attribution In Service Encounters

Recent service research has paid increasing attention to the effect that emotions displayed by service employees have on customer hedonic well-being. However, fairly little is known about contextual Read More »

Date: 06/03/2014
Author: Carmen Maria Albrecht, Stefan Hattula, Torsten Bornemann, Wayne Hoyer
Contributor: eb™ Research Team
Article

Supporting Customers At Success And Failure: Does It Make Difference For Novice And More

This research differentiates between social support received by experienced and novice service users at success and failure times of the service experience and examines their differential effects on Read More »

Date: 06/03/2014
Author: Mohamed Sobhy Temerak
Contributor: eb™ Research Team
Article

The Role Of Emotional Contagion In Service Encounters

Although the role of emotions receives increasing attention in service research, hitherto literature has not focused on the construct of emotional contagion, which is understood as a customer’s Read More »

Date: 06/03/2014
Author: Verena Hofmann, Nicola Stokburger-Sauer
Contributor: eb™ Research Team
Article

The Influence Of E-WOM Characteristics On Online Repurchase Intention: The Mediating Role Of Trust

With the expansion of Internet as a tool for exchanging information, companies include in their websites a virtual space to share information among users. This study explores the characteristics of Read More »

Date: 06/03/2014
Author: Jorge Matute, Yolanda Polo, Ana Utrillas
Contributor: eb™ Research Team
Article

The Long-Term Impact Of Sales Promotions On Customer Equity

Sales promotions’ effectiveness for short-term sales is proven. However, for long-term sales, possible adverse effects have been suggested. To bridge this gap, we apply stochastic models (BG/nBD Read More »

Date: 06/03/2014
Author: Herbert Casteran, Polymeros Chrysochou, Lars Meyer-Waarden
Contributor: eb™ Research Team
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