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
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06/03/2014
• #Customer Satisfaction
Antecedent and Consequences of Positive Word of Mouth From wOM Sender’s Perspective: A Conceptual Framework in the Services Context
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
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06/03/2014
• #Customer Satisfaction
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
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06/03/2014
• #Customer Satisfaction
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
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06/03/2014
• #Customer Satisfaction
Should Charities Touch the Heart or the Mind? The Impact of People’s Self-Monitoring
This research extents our understanding of the relationship between self-monitoring and the effectiveness of emotional versus informational advertisements. More specifically, this relationship is
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06/03/2014
• #Marketing Messaging
The Weight of Product Attributes on Longitudinal Satisfaction for New and Long-Term Consumers
Research on longitudinal satisfaction demonstrates that the weight of product attributes on satisfaction shift over time. However, existing literature lacks an understanding of the intervening
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06/03/2014
• #Customer Satisfaction
Session Third Party Reviews, Hedonic Evaluation and Price Premium. Are All Consumers Alike?
We analyse the different effects that TPRs have on consumers’ hedonic evaluation of wines and the willingness to pay a higher price above their common price range. Through a wine tasting
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06/03/2014
• #Marketing
The Role of I and D-Curiosity to Start Smoking and its Consequences
Curiosity plays an important role in smoking initiation. The present paper demonstrates that individuals can be I-curious (interest-driven) to start smoking and/or D-curious (deprivation-driven) to
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06/03/2014
• #Public Health