... 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...

.... 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 rather than one-way...

...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...

... 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 The first issue to consider...

.... The audiences of this paper comprise both academics interested in relationship marketing and legal practitioners concerned with enhancing relational exchange. Legal profession Relationships Relationship marketing Market analysis Interaction © MCB UP Limited 1999 The attempts...

... 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...

... 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. © MCB UP Limited 1998 Consumer...

... comfortable saying it. Importantly, group composition can significantly affect the degree of interaction, and thus, the quality of discussion. Group composition may be described in terms of individual demographics, physical attributes, and personality. These variables can affect group members’ perceptions...

... 1998 Advertising Consumer behaviour Interaction Internet Marketing communications New technology “Never has advertising appeared so pale and lifeless”, wrote Rust and Oliver (1994, p. 71). Those authors pointed to increased criticism of advertising’s effectiveness as well as lower...

...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...

...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...