Agreeableness And Customer Satisfaction: Effects Of Customer Personality On The Relationship
Highly satisfied, delighted customers of banking services have higher loyalty, less intention to change the bank and a higher intention to recommend it. It is well established that not all of the Read More »
Fairness Quality (FQ): A Multiple-Item Scale For Assessing Firms’ Fairness
To encounter firms’ perceived unfair behavior, we develop a measure of fairness quality (FQ) to assess firms’ fairness. Using the means-end framework, we conceptualize, construct, and test the fQ Read More »
A Contingency Approach For A Profitable Complaint Management
This study aims to understand whether organizational responses to customer complaints improve customer profitability. To do so, the authors propose a contingency framework in which the effectiveness Read More »
Author: Iguácel Melero Polo, Jesús Cambra, F. Javier Sesé
Contributor: eb™ Research Team
When Does Customer Empowerment Make A Difference? An Exploration Of Consumer Response To Different
Previous research indicates that customer empowerment, the integration of consumers into the decision-making mechanisms of a company, enhances consumers’ perceptions of the company. Three Read More »
Sharing Viral Messages To Satisfy Human Needs: Explaining Viral Message Forwarding Using Self
The present paper aims at investigating the question of what drives individuals to share viral messages. Building on Self Determination Theory, we examine the impact of the individual’s need for Read More »
Author: Verena Schoenmueller, Kristine Fritz, Manfred Bruhn
Contributor: eb™ Research Team
