Should Retailers Integrate Assortments Across Channels to Drive Customer Loyalty? Insights From Mediating Mechanisms and Moderating Conditions
Building on the concept of diagnosticity, this study investigates through which mechanisms and in which conditions channel assortment integration influences customer loyalty. Results of a 3 (channel
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06/03/2014
• #Customer Satisfaction
The Value of the Supermarket: A Cross-Retail Format Study of Holbrook’s Typology
This study addresses the following two research questions: (1) Are different retail formats typically associated with different customer value types?; (2) what is the strategic role of different
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06/03/2014
• #Customer Satisfaction
Online Channel Usage: Does it Create Opportunities for Share-of-Wallet Expansion or Entail a Risk of Offline Cannibalization
Does a shift from single to multi-channel shopping affect the allocation of grocery spending across retail chains? Given the increase in operational costs associated with a multi-channel strategy, it
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06/03/2014
• #Marketing
A Comparison of the Antecedents of Offline, Online, and Mobile Channel Usage
Little is known about the perception of mobile channel attributes. In this study, a comparison of channel attributes among the online, mobile, and offline channel is conducted. Channel attributes
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06/03/2014
• #Customer Satisfaction
Relational Effects of Athlete Transgressions
Many professional sports have been challenged by incidents of inappropriate or illegal behavior perpetrated by athletes. These transgressions, and subsequent media scrutiny, can impact on the
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06/03/2014
• #Corporate Image and PR
Agreeableness and Customer Satisfaction: Effects of Customer Personality on the Relationship Between Factor Level and Overall Satisfaction With Banking Services
Highly satisfied, delighted customers of banking services have higher loyalty, less intention to change the bank and a higher intention to recommend it. It is well established that not all of the
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06/03/2014
• #Customer Satisfaction
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
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06/03/2014
• #Consumer Protection
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
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06/03/2014
• #Customer Satisfaction