Customer Satisfaction
How Time Flies When You’re Looking Forwards: Effects Of Forward Progress Monitoring On Time
Time perception is an integral part of daily life experience. However, people often have difficulty in estimating how long an experience lasts (Sackett, Meyvis, Nelson, Converse & Sackett, 2010). Read More »
Retail Shopper Confusion: An Explanation Of Avoidance Behavior At The Point-of-Sale
To introduce the new construct of retail shopper confusion (RSC), the authors demonstrate, in three studies, that: (1) properties of the environment, including variety, novelty, complexity, and Read More »
Acknowledging Consumer Gratitude: Leveraging The Voice Of The Consumer To Increase Loyalty
When consumers’ purchase experiences end in dissatisfaction, complaints are often triggered and most customer-oriented firms invest heavily in recovery with hopes of addressing their complaints and Read More »
Author: Paul W. Fombelle, Clay Voorhees, Sterling Bone, Alexis Allen
Contributor: eb™ Research Team
When Choice Closure Reduces Satisfaction: The Moderating Role Of Decision Outcome Valence
Previous research has shown that choice closure, defined as the psychological process by which consumers come to perceive a decision to be final, increases satisfaction with difficult decisions (Gu, Read More »
Corporate Heritage Brand Identity, Customer Experience And Satisfaction: The Case Study Of John
Purpose: This research studies the relationship between corporate heritage brand identity and customer satisfaction of John Lewis Partnership (JLP) which is one of the most successful British retail Read More »
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