...Karim Errajaa; Patrick De Pelsmacker; Christophe Rethore Purpose This research aims to test the effects of music in a retailer environment on revisit and recommendation intentions via the serial mediator’s atmosphere perception and satisfaction and the moderating role of scent and crowd...

...Prathamesh Vivek Kittur; Rahul Goswami; Swagato Chatterjee Purpose Service failure and recovery in platform economy is under-researched. This study aims to investigate how aggregators’ recovery actions impact customer satisfaction, negative word-of-mouth (nWOM) and repurchase disinclination when...

... (PCE) is the mechanism by which customers’ readiness to engage influences behavioral customer engagement (BCE) in the form of in-role and extra-role behaviors, which then affect customers’ goal attainment, satisfaction and retention. Design/methodology/approach Set in the fitness center industry...

...-disclosure in one conceptual framework establishing that consumer–VAI relationship has significant implications for grocery purchase satisfaction and intention to repurchase using VAIs. Design/methodology/approach The study tested seven hypotheses through a survey-based approach comprising of two studies...

... (1994) report that elaboration on a positive stimulus message can enhance the favorability of judgment. Management response is likely to represent a positive stimulus message which, thus, leads to favorable reactions, such as satisfaction with the response and subsequent behavioral tendency. Bar-Anan...

...Hong-Youl Ha; Philip J. Kitchen Purpose This paper aims to examine how customers encounter consumption-based evolution between mobile and offline platforms together with temporal and crossover effects. Counter to research on customer satisfaction theory, which shows that satisfaction directly...

... of using SMS in B2B markets. The purpose of this paper is to extend this line of research by investigating the impact of B2B brands’ social media presence, interactivity and responsiveness on customers’ perceptions of four indicators of brand relationship strength (commitment, intimacy, satisfaction...

..., satisfaction, trust and commitment) on customer loyalty, using both offline and online platforms. Findings The findings show that both social and technical chains of effects are viable channels for B2B service firms to build customer loyalty; however, mixing of both social and technical resources results...

...Rakhi Thakur Purpose This study aims to examine the moderating role of customer engagement experiences in satisfaction–loyalty relationship in the digital business environment. This paper looks at mobile apps for shopping and travel planning to understand these relationships. Design/methodology...

... confidence and satisfaction in rejection decisions between choice sets of small and large sizes. Design/methodology/approach The authors conducted three behavioral experiments in which they first tested the overall effect (Experiment 1) and then found out whether regulatory focus (Experiment 2...

... outcomes. Praveen Sugathan can be contacted at: praveens@iimk.ac.in 22 04 2016 15 06 2017 12 09 2017 30 11 2017 04 12 2017 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Service Loyalty Satisfaction Social media...

... emphasise customer centricity, yet the business press reports declining customer satisfaction ratings, rising complaints and service providers applying control over customers (Lester, 2006 ; Reichheld and Allen, 2006). Such issues inform extant service research questioning precepts of service provision...

... in their franchisor. Relationships with outcome variables, such as perceived conflict and relational satisfaction, are also examined. Finally, the authors compare their hypothesised model across male and female franchisees and different patterns of relationships result. Design/methodology/approach – Data were...

...Gunnvald B. Svendsen; Nina K. Prebensen Purpose – The present paper aims to investigate the effect of network provider, customer demographics, customer satisfaction and perceived switch costs on churn in the mobile telecommunications market. Design/methodology/approach – The study...

... to engage in a relationship impacts on their perceived cognitive‐state gains (motivation, confidence and affiliation) and key measures of consumer‐to‐business relationship success (relationship strength, satisfaction and retention intentions). Design/methodology/approach Following a qualitative study...

...Andrea Pérez; María del Mar García de los Salmones; Ignacio Rodríguez del Bosque Purpose In the present paper, the authors aim to study the relationship between corporate associations and loyalty by analyzing the role of identification with the company and satisfaction in this connection...

... equation modelling in order to validate this framework. Findings Manufacturers' brands deliver four benefits to retailers: financial, manufacturer support, meeting customers' expectations and brand equity. Financial benefits and customer expectations have a stronger effect on retailer satisfaction...