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 »
Author: Carmen Maria Albrecht, Stefan Hattula, Torsten Bornemann, Wayne Hoyer
Contributor: eb™ Research Team
The Antecedents Of Export Performance Of Brazilian Smes: The Non-linear Effects Of Customer
The relationship between customer orientation and export performance has been assumed in the literature to have a linear relationship, neglecting the possibility of non-linear relationships between Read More »
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 »
Tell It In The Newspaper: Sharing Critical Incidents Through WOM
This study takes a look at critical incidents occurred in service encounters as experienced by the customers. This is done by analyzing word-of-mouth communications on a forum for public opinion Read More »
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 »
Do Retailers Benefit From Deploying Customer Analytics?
Prior research has documented a general positive relationship between the deployment of customer analytics and firm performance. In this research we focus on the retailing industry, an industry Read More »
Is Technology Moderating The Influence Of Store Equity On Behavioral Intentions? Evidence From
In today’s competitive environment in which retailers operate, store equity is seen as a key differentiating factor. However, to date there is little research on the dimensionality of the store Read More »
Author: Gloria Berenguer-Contri, Irene Gil-Saura, Mª Eugenia Ruiz-Molina
Contributor: eb™ Research Team
The More The Merrier? The Effects Of Additional Information Through The Use Of Mobile Apps On
We investigate the impact of additional product information generated by the use of mobile apps on purchase decisions. We propose that additional product information provided by mobile apps Read More »
Author: Gerhard Wagner, Gunnar Mau, Hanna Schramm-Klein, Sascha Steinmann
Contributor: eb™ Research Team
Multiplicity Of Electronic Distribution Channels: A Consumer-Based Overview And Categorisation
The range of Internet-enabled devices that shoppers use to search for product information or to purchase online expands. Based on the findings of a first qualitative study, we provide an overview of Read More »
Author: Gerhard Wagner, Julian Kellner, Hanna Schramm-Klein, Sascha Steinmann, Bernhard Swoboda
Contributor: eb™ Research Team
Carried Away By The Underdog Brand: Source Advantages In Brand Biographies
This research examines underdog brand biographies— narratives on brands’ passion and determination leading to success despite the lack of resources (Paharia et al., 2011)—and shows positive Read More »