Queues are ubiquitous phenomena in many service industries. While a rich body of research in this field focuses on queues from a waiting perspective, the purpose of this paper is to investigate what
This paper examines the influence of service dissatisfaction on repurchase intentions and the moderating effect of self-attribution. First, we examine the influence of service performance on service
Capitalizing on a large-scale field experimental data set involving 1254 airline customers, this study introduces customer inoculation as a proactive strategy for mitigating negative consequences of
Building on the concept of diagnosticity, this study investigates through which mechanisms and in which conditions channel assortment integration influences customer loyalty. Results of a 3 (channel
This study addresses the following two research questions: (1) Are different retail formats typically associated with different customer value types?; (2) what is the strategic role of different
