Do Mystery Callers Really Represent Customers?
Mystery calling is a specific form of mystery shopping that is often applied for evaluating customer contact services. Using data from both customers and mystery callers (MCs), we study the validity
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06/03/2014
• #Customer Service
Do Organizational Policies Matter? The Impact of Service Guarantee on Customer Perceptions of Recovery Fairness
Delivering fair service recovery is crucial to restoring customer satisfaction and repatronage. This study contends that organizational policies impact recovery fairness perceptions. Underpinned by
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06/03/2014
• #Customer Satisfaction
Inspire to Delight: the Effects of Customer Inspiration on Consumers’ Purchase Decisions
In an affluent consumer society characterized by an abundance of products and information customers with high demands seek new inspiration and individual solutions. However customer inspiration (CI)
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06/03/2014
• #Marketing
It Might be Exciting, but I’m not in Mood today. Mall Atmospherics, Shopping Behavior, and Mood States.
This research aims to demonstrate how both valence and arousal of incidental moods can moderate the relationship between the level of atmospheric arousal in a mall environment setting and shopping
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06/03/2014
• #Customer Satisfaction
Creating Closeness in Retailing: Comparing Retailers and Consumers Perspectives
This article investigates the ill understood notion of closeness in retailing. Using a qualitative study with 69 semi-structured interviews, we show how retailers as well as consumers relate to
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06/03/2014
• #Marketing
Is the Decision of SMEs to Establish an Online Shop Influenced by Institutional Pressure?
The aim of this paper is to investigate factors that influence the intention of an SME to launch an online shop. A PLS model is used based on the Technology Acceptance Model and is extended with
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06/03/2014
• #New Products and Services
Active Return Management for Online Retailer
High product return rates and their associated costs pose major challenges to online retailers. We investigate whether online retailers always benefit from active return management by ana-lysing the
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06/03/2014
• #Consumer Protection
The Influence of Web Design and Buyer Characteristics on Browsing Behaviour
Although the effects of interactivity and personalisation tools on browsing experience has been the subject of previous research, the impact of variable levels of such features on buyers’
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06/03/2014
• #Marketing