Table 5 An overview of the antecedents...

Table 5

An overview of the antecedents and moderators of SFR research in the luxury context

Category	Construct	Operating definition	Representative literature support
Consumer-related	Attribute evaluation/Pre-purchase effort	The level of cognitive effort expended in terms of comparing different available alternatives for satisfying the same consumption need(s)	Bolfing (1989), Keaveney et al. (2007)
	Consumer activism	Awareness and consciousness of one’s responsibility to proactively pursue rights as a consumer	Bolfing (1989)
	Country-of-origin perceptions	Beliefs about the perceived quality of a country’s goods and services as shaped by its culture, policies, and workforce skills	Bryson et al. (2021)
	Demographics	Individual characteristics such as age, gender, education, and occupation	Bolfing (1989), Morgeson III et al. (2020)
	Envy	Perceived lack of some attribute of positive valence seen as present in someone else, coupled with the wish to have the same	Sundie et al. (2009)
	Financial perceived risk	The consumers’ intrinsic fear of a product or service not matching the monetary sacrifice paid for it	Mrad et al. (2022)
	Hostility	Feelings of perceived injustice, resentment and anger	Sundie et al. (2009)
	Image congruence/Relation to ideal self-concept/Value expressiveness	Match or coupling between a desired image of oneself often shaped by social and cultural norms and the product/service brand image	Han and Hyun (2013), Kashif et al., (2021), Ward and Dahl (2014)
	Personality	Individual traits such as assertiveness, self-control, and extraversion, which are quite stable yet malleable	Bolfing (1989)
Firm-related	Corporate social (ir)responsibility/Deceptive practices/Unethical practices	The inability of some firms to go beyond treating social and environmental responsibility as a promotional exercise	Bryson et al. (2021), Carrigan et al. (2013), Mrad et al. (2022)
	Employee’s conspicuous consumption cue	Employee’s display of items and possessions symbolic of luxuriousness	Wu, So, Xiong, and King (2019)
	Employee empowerment	Enabling employees to exercise discretion in their work, particularly aspects related to customer-facing tasks	Kandampully and Duddy (2001)
	Employee’s physical attractiveness	Consumers’ perception of how attractive the employee is, in sensory terms	Wu et al. (2019)
	Hard sell	Exclusive emphasis on selling rather than matching the product or service to customer requirements	Mrad et al. (2022)
	Provider responsiveness	Systems and processes to extract complaints and eagerness to resolve them	Bolfing (1989)
	Service guarantee	A commitment that the firm will be liable to compensate in case of service levels falling below a certain threshold	Kandampully and Duddy (2001)
	Third-party certification	An attestation by a neutral party to the efficacy of a firm’s goods or services	Jun et al. (2017)
	Uninformed employees	Service employees not having requisite information about the firm’s offerings and processes	Lin and Chen (2013)
	Wellness attributes	Product/service features that help toward holistic physical and mental well-being, e.g., by facilitating stress management, nutritional awareness, physical fitness, and social sensitivity	Park et al. (2020)
Consumer-firm exchange and relationship related	Brand hate	Intense negative emotions directed at the brand	Kashif et al. (2021)
	Dark triad in brand personality	Machiavellianism, psychopathy and narcissism as three established facets of personality that are generally considered negative in valence	Ahn (2023)
	Deficient sensory experience	Lack of perceived enjoyment that can be had from employing consumption as a means to gratifying our senses	Mrad et al. (2022)
	Influencer-brand poor fit	When an endorser is dissimilar to and not well matched with the brand endorsed	Qian and Park (2021)
	Infringement	A situation when another individual or group tries without concurrence to enter into a space that belongs to the person or group under reference	Lee and Kim (2020)
	Likeability of non-core users	People whom the referent consumers perceive as non-loyal to a brand	Lee and Kim (2020)
	Massification	Attempting to make a product or service available to the masses rather than select consumers	Mrad et al. (2022)
	Nature of failure (Outcome/Process)	Outcome failures involve a deficiency in the delivery of core service, whereas process failures are deficient in the mode of provision or employees’ behavior	Wu et al. (2019)
	Overpricing perception	Charging above the expected fair price or beyond the price communicated pre-purchase	Brochado et al. (2019), Kwon, Lee, and Bowen (2022), Sahin et al. (2017)
	Poor interaction quality	Below-par service delivery in terms of the attitude of front-line employees and the efficacy of customer service	Bryson et al. (2013)
	Prior experience with the firm	Customer’s history of interactions with the same firm and resultant cumulative satisfaction	Morgeson III et al. (2020)
	Service failure severity	The extent of perceived harm, which could be in monetary as well as psychological terms	Bolfing (1989)
	Service quality	Aggregate-level perceptions of service performance, including tangibles, reliability, responsiveness, assurance, and empathy	Dinçer and Alrawadieh (2017), Sahin et al. (2017), Zheng et al. (2009)
	Trust	The expectation that the firm will provide goods and services of high quality, i.e., the firm is seen as dependable	Jun et al. (2017)
	Wait time	Time spent before the service delivery begins	Kwon et al. (2022)
Broader market factors	Consumer nationality	The country where the consumption market is located	Prayag and Ryan (2012)
	Culture	Consumption differences across markets, as shaped by broader social norms, e.g., power distance, uncertainty avoidance, time orientation, collectivism, masculinity, and restraint	Amatulli et al. (2021), Ying et al. (2020)
	Economic and industry factors	Macro aspects such as aggregate growth and consumer spending and industry-specific variations, e.g., in the degree of competition	Morgeson III et al. (2020)
	Negative stereotyping of luxury	Bias against luxury consumption and its current users or buyers	Bryson et al. (2021)
	Unsustainability	Adopting production processes that emit significant pollutants, exploit the workforce, or generate other negative social externalities disproportionate to the scale of operation	Amatulli et al. (2020, 2021)

Category	Construct	Operating definition	Representative literature support
Consumer-related	Attribute evaluation/Pre-purchase effort	The level of cognitive effort expended in terms of comparing different available alternatives for satisfying the same consumption need(s)	Bolfing (1989), Keaveney et al. (2007)
	Consumer activism	Awareness and consciousness of one’s responsibility to proactively pursue rights as a consumer	Bolfing (1989)
	Country-of-origin perceptions	Beliefs about the perceived quality of a country’s goods and services as shaped by its culture, policies, and workforce skills	Bryson et al. (2021)
	Demographics	Individual characteristics such as age, gender, education, and occupation	Bolfing (1989), Morgeson III et al. (2020)
	Envy	Perceived lack of some attribute of positive valence seen as present in someone else, coupled with the wish to have the same	Sundie et al. (2009)
	Financial perceived risk	The consumers’ intrinsic fear of a product or service not matching the monetary sacrifice paid for it	Mrad et al. (2022)
	Hostility	Feelings of perceived injustice, resentment and anger	Sundie et al. (2009)
	Image congruence/Relation to ideal self-concept/Value expressiveness	Match or coupling between a desired image of oneself often shaped by social and cultural norms and the product/service brand image	Han and Hyun (2013), Kashif et al., (2021), Ward and Dahl (2014)
	Personality	Individual traits such as assertiveness, self-control, and extraversion, which are quite stable yet malleable	Bolfing (1989)
Firm-related	Corporate social (ir)responsibility/Deceptive practices/Unethical practices	The inability of some firms to go beyond treating social and environmental responsibility as a promotional exercise	Bryson et al. (2021), Carrigan et al. (2013), Mrad et al. (2022)
	Employee’s conspicuous consumption cue	Employee’s display of items and possessions symbolic of luxuriousness	Wu, So, Xiong, and King (2019)
	Employee empowerment	Enabling employees to exercise discretion in their work, particularly aspects related to customer-facing tasks	Kandampully and Duddy (2001)
	Employee’s physical attractiveness	Consumers’ perception of how attractive the employee is, in sensory terms	Wu et al. (2019)
	Hard sell	Exclusive emphasis on selling rather than matching the product or service to customer requirements	Mrad et al. (2022)
	Provider responsiveness	Systems and processes to extract complaints and eagerness to resolve them	Bolfing (1989)
	Service guarantee	A commitment that the firm will be liable to compensate in case of service levels falling below a certain threshold	Kandampully and Duddy (2001)
	Third-party certification	An attestation by a neutral party to the efficacy of a firm’s goods or services	Jun et al. (2017)
	Uninformed employees	Service employees not having requisite information about the firm’s offerings and processes	Lin and Chen (2013)
	Wellness attributes	Product/service features that help toward holistic physical and mental well-being, e.g., by facilitating stress management, nutritional awareness, physical fitness, and social sensitivity	Park et al. (2020)
Consumer-firm exchange and relationship related	Brand hate	Intense negative emotions directed at the brand	Kashif et al. (2021)
	Dark triad in brand personality	Machiavellianism, psychopathy and narcissism as three established facets of personality that are generally considered negative in valence	Ahn (2023)
	Deficient sensory experience	Lack of perceived enjoyment that can be had from employing consumption as a means to gratifying our senses	Mrad et al. (2022)
	Influencer-brand poor fit	When an endorser is dissimilar to and not well matched with the brand endorsed	Qian and Park (2021)
	Infringement	A situation when another individual or group tries without concurrence to enter into a space that belongs to the person or group under reference	Lee and Kim (2020)
	Likeability of non-core users	People whom the referent consumers perceive as non-loyal to a brand	Lee and Kim (2020)
	Massification	Attempting to make a product or service available to the masses rather than select consumers	Mrad et al. (2022)
	Nature of failure (Outcome/Process)	Outcome failures involve a deficiency in the delivery of core service, whereas process failures are deficient in the mode of provision or employees’ behavior	Wu et al. (2019)
	Overpricing perception	Charging above the expected fair price or beyond the price communicated pre-purchase	Brochado et al. (2019), Kwon, Lee, and Bowen (2022), Sahin et al. (2017)
	Poor interaction quality	Below-par service delivery in terms of the attitude of front-line employees and the efficacy of customer service	Bryson et al. (2013)
	Prior experience with the firm	Customer’s history of interactions with the same firm and resultant cumulative satisfaction	Morgeson III et al. (2020)
	Service failure severity	The extent of perceived harm, which could be in monetary as well as psychological terms	Bolfing (1989)
	Service quality	Aggregate-level perceptions of service performance, including tangibles, reliability, responsiveness, assurance, and empathy	Dinçer and Alrawadieh (2017), Sahin et al. (2017), Zheng et al. (2009)
	Trust	The expectation that the firm will provide goods and services of high quality, i.e., the firm is seen as dependable	Jun et al. (2017)
	Wait time	Time spent before the service delivery begins	Kwon et al. (2022)
Broader market factors	Consumer nationality	The country where the consumption market is located	Prayag and Ryan (2012)
	Culture	Consumption differences across markets, as shaped by broader social norms, e.g., power distance, uncertainty avoidance, time orientation, collectivism, masculinity, and restraint	Amatulli et al. (2021), Ying et al. (2020)
	Economic and industry factors	Macro aspects such as aggregate growth and consumer spending and industry-specific variations, e.g., in the degree of competition	Morgeson III et al. (2020)
	Negative stereotyping of luxury	Bias against luxury consumption and its current users or buyers	Bryson et al. (2021)
	Unsustainability	Adopting production processes that emit significant pollutants, exploit the workforce, or generate other negative social externalities disproportionate to the scale of operation	Amatulli et al. (2020, 2021)

Source(s): Table by author

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