Taking Sides - How Service Frontline Employees Choose Between Their Company And Their Customers In
Role conflict is a highly salient theme in the literature on service frontline employees. Despite this, we still know little about how frontline employees decide which side to favor when faced with Read More »
The Role Of Perceived Employee Emotional Competence In Healthcare Services
The purpose of this study is to examine how healthcare clients’ perceptions of employee emotional competence (EEC), influences satisfaction and loyalty, specifically the role of rapport and trust Read More »
Author: Marcel Van Birgelen, Allard Van Riel, Janjaap Semeijn, Handan Sen, Michelle Wijnen
Contributor: eb™ Research Team
It Is All About The Perceived Consistency Of The Retail Marketing Instruments When Creating A
This article addresses how the perceived consistency of different retailer attributes affects customer-based retail brand equity when considering retailers as brands. It investigates the antecedents Read More »
Author: Frank Hälsig, Bernhard Swoboda, Dirk Morschett, Hanna Schramm-Klein
Contributor: eb™ Research Team
Linear And Non-linear Effects Of Price And Non-price Related Antecedents On Retailers’ Price
Retailers’ pricing has become one of the most important topics for profitability as they are operating on razor-thin margins. A key problem is to understand how customers perceive retailers’ Read More »
The Color Of Money - Towards The Influence Of Payment Methods And Basket Price Judgments On The
Prior research has investigated the effect of cash and card payments on consumer behavior, but the growing trend of payment with a mobile device hasn’t been considered in the literature so fare. Read More »
Author: Werner Kunz, Alexander Mrozek, Tomas Falk, Jeroen Schepers
Contributor: eb™ Research Team
Religious Responses To “Selling Happiness”: Negative Consequences For Attitude Toward The Ad
Intuitively, appealing to people’s desire to be happy should be universally well received by consumers, or at least not harmful to consumer’s perceptions of a brand; almost everyone wants to be Read More »
Author: Jamel Khenfer, Steven Shepherd, Aaron C. Kay
Contributor: eb™ Research Team
Complaining Vs. Expressive Writing In Frustrating Product Experiences
The present study investigates the relative superiority of complaining vs. a new tool for airing frustrations with products, the expressive writing paradigm (Pennebacker 1997). Across two Read More »
Brand Lovers And Brand Haters: Product-Harm Crises As Antecedent Of Brand Dispersion
This study examines the influence of recalls on the degree of polarization among consumers into brand haters and brand lovers. Analyses multi-industry product recalls in 2008-2011 together with daily Read More »
What Ties Customers To Hedonic And Utilitarian Services?
This paper develops a new conceptual framework with a complete set of relational bonds and examines how these bonds together with subjective norms and perceived difficulty influence repurchase Read More »
Service Fairness, Trustworthiness, And Trust: An Empirical Examination
Theorists and empirical researchers in marketing and other fields suggest that fairness is important in developing buyerseller relationships. However, the construct of fairness is still opaque and Read More »
Author: Sanjit Kumar Roy, Dr. Walfried M. Lassar, Balwant Samra
Contributor: eb™ Research Team