A relationship dissolution model is developed that depicts some of the key antecedents of
relationship commitment as revealed in the context of the dissolution of a buyer‐seller …

Thisstudy investigates how service recovery efforts influence the level of dissatisfaction and
intention to complain following a service failure. Results from an experiment show that …

Purpose – To determine the impact of service recovery on consumer evaluations of service
delivery. Design/methodology/approach – An experiment investigated consumer responses …

Past research indicates that customer orientation is related to positive outcomes for the firm.
Customer orientation has typically been measured by self-reports from service employees. …

Predictions from a service recovery model regarding employee and customer responses to
empowerment in a restaurant context were examined in two experiments. Empowerment via …

Are advertisements with more peripheral pictures more memorable than those with fewer
pictures? If advertisers9 objectives could be accomplished with advertisements containing …

Using equity and perceived justice theories, an experiment was designed to investigate
consumer responses (customer satisfaction and word-of-mouth behavior) that may result after a …

This research investigates the impact that two related constructs (ie, customer orientation
and perceived justice) may have on one dimension of Organization Citizenship Behavior (OCB)…

Scope and method of study. The purpose of this study was to develop and test hypotheses
derived from a conceptual model of relationship dissolution. After preliminary testing in with a …

As marketing education shifts from traditional lecture-style teaching methods to students
becoming active learners, educators have been exploring new methods of training students. An …