... uncomfortable with the author's apparent preconception that irrational behaviour is inherently negative. While the examples offered within the book are used as a mechanism to illustrate this, I personally know of many examples where the seemingly irrational decisions or behaviours of individuals have resulted...

...” emotions and consumer complaining behavior was established through correlation analysis. Research limitations/implications The respondents were studying at a private institution in Switzerland, and as such, the socio‐economic background of the respondents may not be representative of education...

... provider. Consumer psychology Behaviour Health services An executive summary for managers and executive readers can be found at the end of this article © Emerald Group Publishing Limited 2004 The data were analyzed using the AMOS structural equation modeling program to determine...