Should Retailers Integrate Assortments Across Channels To Drive Customer Loyalty? Insights From
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 Read More »
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 Read More »
Author: Kim Willems, Sara Leroi-Werelds, Gilbert Swinnen
Contributor: eb™ Research Team
Online Channel Usage: Does It Create Opportunities For Share-of-Wallet Expansion Or Entail A Risk
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 Read More »
Author: Kristina Melis, Katia Campo, Els Breugelmans, Lien Lamey
Contributor: eb™ Research Team
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 Read More »
Author: Sebastian Tillmanns, Marcel Stafflage, Carolyn Hall
Contributor: eb™ Research Team
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 Read More »
Author: Kate Westberg, Constantino Stavros, Aaron Smith, Bradley Wilson
Contributor: eb™ Research Team
Agreeableness And Customer Satisfaction: Effects Of Customer Personality On The Relationship
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 Read More »
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 Read More »
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 Read More »
Author: Iguácel Melero Polo, Jesús Cambra, F. Javier Sesé
Contributor: eb™ Research Team
When Does Customer Empowerment Make A Difference? An Exploration Of Consumer Response To Different
Previous research indicates that customer empowerment, the integration of consumers into the decision-making mechanisms of a company, enhances consumers’ perceptions of the company. Three Read More »
Sharing Viral Messages To Satisfy Human Needs: Explaining Viral Message Forwarding Using Self
The present paper aims at investigating the question of what drives individuals to share viral messages. Building on Self Determination Theory, we examine the impact of the individual’s need for Read More »
Author: Verena Schoenmueller, Kristine Fritz, Manfred Bruhn
Contributor: eb™ Research Team