Table of contents
The impact of emotional labor strategy order effects on customer satisfaction within service episodes
Markus Groth, Mahsa EsmaeilikiaThis paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different…
The Tango of pride and envy: does others’ envy lead to the feeling of pride?
Billy Sung, Felix Septianto, Michelle Stankovic, Chien DuongExpressions of pride may elicit others’ envy. In the consumer context, prior research has repeatedly demonstrated that such envy significantly affects consumers’ attitudinal and…
No worries, eBay: displaying sales level information does not increase consumer price sensitivity
Yongfu He, Harmen Oppewal, Yuho Chung, Ling PengThis paper aims to study how price and sales level information influence consumer product perceptions and choices in online settings. It, in particular, tests whether displaying…
Understanding how ethical claims in advertising affect subjective ambivalence toward buying ethical products
Jean-François Toti, Andrea Milena Sánchez RomeroThe purpose of this paper is to examine the effect of subjective ambivalence on ethical consumption behaviors and the role of ethical claims in reducing feelings of ambivalence…
Consumers’ attributions in performance- and values-related brand crises
Liangyan Wang, Eugene Y. Chan, Ali GoharyDuring a brand crisis, consumers construct attributions to understand the cause of the crisis and to assign blame, with attributions of blame to firms consequently lowering brand…
ISSN:
0309-0566Online date, start – end:
1967Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof. Greg Marshall