... was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how...

... platform. A significant market reaction was found around the starting date of Twitter activities for the subsample of firms that are not contaminated by any other corporate announcements, but not for the overall sample. The market reaction is higher for firms with two-way interaction strategies...

... the outcomes they experience. Avenues for future research and practical opportunities for managers to capitalize on their relationships with customers are discussed. © MCB UP Limited 2000 Customer orientation Services marketing Consumer behaviour Interaction Individual differences are also...

...Cathy Parker; Philippa Ward Focuses on customer‐to‐customer interaction between strangers. It begins by reviewing the literature in the field and establishing a number of roles that customers may play while participating in this type of interaction. The study then goes on to measure the frequency...

..., barristers, barristers’ clerks and clients revealed three important themes. First, in contrast to extant literature (see Harris and Piercy, 1998), extensive and complex forms of interaction geared towards relationship building were uncovered. Second, a series of factors was identified as the key determinants...

... extensive body of theoretical work within the realm of consumer marketing. First, lists the interaction and network approach assumptions (to be associated with the concept of exchange relationships), next, analyzes and reformulates these assumptions and finally, suggests that the interaction and network...

...Arvind Sahay; Jane Gould; Patrick Barwise The research reported here takes a complementary approach to the direct user/consumer studies, by measuring experts’ perceptions of the likely impact of new interactive media (NIM) on different product markets. This has two benefits. First, it provides...

..., individual dominance may be reduced since it becomes difficult for any one participant to preclude others from contributing (Nunamaker et al., 1997). In the following sections, we explore how anonymity and media leanness interact with two dimensions of focus groups: 1 group composition...

... that the imperative call for behavior, “Click here”, has a positive effect. These findings, using a new research method with a new medium, open the door to further advertising and communication research on Web advertisement banners. © MCB UP Limited 1998 Advertising Consumer behaviour Interaction...

... the information needs for consumer analysis may be met from the different information sources available to a marketer, including the Web logfiles which are generated as a result of tracking the interactions of visitors accessing information from a company’s Web site. ‐ importance of the usage situation...

...Evert Gummesson Explores the dependency between relationship marketing (RM) and new developments in organization theory. In RM, relationships, networks and interaction are in focus. The primary role of marketing is to connect suppliers and customers but RM also includes relationships with other...

... on the commercial interaction of Swedish trading companies in relation to small and medium‐sized firms as potential strategic partners for the future. In this study, therefore, 14 in‐depth case studies were carried out, from a dual perspective, primarily to investigate the functional roles of these partners...