One of the least understood areas in customer complaint behaviour (CCB) research is why
some customers complain and others do not in similar dissatisfaction situations. Prior …

The relationship of image congruity and postpurchase dissonance has been reported in the
advertising literature. The relationship among dissonance, dissatisfaction, and repeat-…

Research objectives According to researchers such as Rayport and Sviokla (1995), the business
world is divided into two areas, the physical, off‐line, world and the cyber world. Quelch …

Does a message on the Internet have less credibility than an equivalent message in conventional
print media? What is the role of brand strength in the relation between the medium of …

Purpose – In most markets it is possible to identify a brand leader and a number of brand
followers. The purpose of this paper is to address the following question: “Why should any …

Purpose – The purpose of this paper is to report the use of decision system analysis (DSA)
mapping the streams of communications (ie interactions), thoughts, actions and decisions …

The primary purpose of this research is to measure spousal influence in family decision‐making
situations in South Korea. Five thousand five hundred responses were collected …

It is clear from the literature that clients the world over expect much the same services of their
advertising agency, regardless of industry type or company size— thus it is very difficult for …

The focus of this paper is to investigate the use of cognitive heuristics by children, compared
to adults, as they make consumertype quality judgements in response to product labels. It is …

It is an odd fact that much of the recent work concerning selection of an advertising agency
has been drawn from New Zealand samples. As this topic is of burning interest to advertising …