European Journal of Marketing: Volume 47 Issue 8

Recovery strategy for group service failures: The interaction effects between recovery modes and recovery dimensions

Yuanyuan Zhou, Minxue Huang, Alex S.L. Tsang, Nan Zhou

Consumers use cues to assess whether a recovery is effective. Prior literature on service recovery has focused mainly on individual-related factors. This paper aims to study how…

The moderating effects of need for cognition on drivers of customer loyalty

Håvard Hansen, Bendik M. Samuelsen, James E. Sallis

While satisfaction, value, image, and credibility are commonly assumed to drive customer loyalty, there is nevertheless reason to question whether their effects vary across groups…

The effect of brand on churn in the telecommunications sector

Gunnvald B. Svendsen, Nina K. Prebensen

The present paper aims to investigate the effect of network provider, customer demographics, customer satisfaction and perceived switch costs on churn in the mobile…

Implications of online social activities for e-tailers ' business performance

Zhe Qu, Youwei Wang, Shan Wang, Yanhui Zhang

Despite the growing popularity of internet based social media on e-commerce platforms, systematic examination of the emerging phenomenon is scarce. This paper aims to study…

Employee emotional labour and quitting intentions: moderating effects of gender and age

Gianfranco Walsh, Boris Bartikowski

Service employees frequently engage in emotional labour to express emotions to customers that conform with organizational display rules. Previous studies report equivocal findings…

Segregation vs aggregation in the loyalty program: the role of perceived uncertainty

Youjae Yi, Hoseong Jeon, Beomjoon Choi

The present study seeks to examine how perceived uncertainty of reward schedule and reward frame (i.e. segregated vs aggregated) affect consumers ' evaluation of loyalty…

Hedonic or utilitarian premiums: does it matter?

Mariola Palazon, Elena Delgado-Ballester

This study aims to analyse what type of premium, hedonic or utilitarian, is preferred in a promotional context. Additionally, it seeks to examine the role of affective and…

Speak my language if you want my money: Service language ' s influence on consumer tipping behavior

Yves Van Vaerenbergh, Jonas Holmqvist

Despite the importance of the interaction between consumers and service personnel for how consumers perceive quality, service research assumes that both customers and service…

Clean indoor air: public demand for smoking bans

Cindy Claycomb, Dean Headley

Public smoking bans are becoming more prevalent, but not without controversy. Consumer attitudes about the effectiveness of service provider imposed smoking/nonsmoking separation…

Decision-contextual and individual influences on scarcity effects

Hsuan-Hsuan Ku, Chien-Chih Kuo, Yi-Ting Yang, Tzu-Shao Chung

This study aims to examine the relative effectiveness of demand-related and supply-related explanations of the scarcity of a product, and specifically the extent to which decision…

Knowledge sharing behaviors of industrial salespeople: An integration of economic, social psychological, and sociological perspectives

Seigyoung Auh, Bulent Menguc

This paper extends the sales literature by moving beyond salespeople ' s role as knowledge gatherers to their role as knowledge sharers with personnel outside the sales…

Measuring brand association strength: a consumer based brand equity approach

Alan French, Gareth Smith

To date, the brand equity literature has been limited by a gap in the measurement of a key driver of consumer based brand equity (CBBE). The authors ' aim is to address…

Proper Islamic Consumption: Shopping among the Malays in Modern Malaysia

Aliakbar Jafari