Working with a large health service provider, we explore the effects of consumer vulnerability on post-service failure evaluations, outcomes, and behaviors. First, we introduce an individual-level,
Since revenge significantly affects both victim and offender, research on revenge has received increasing attention in the psychology (McCullough, Fincham, and Tsang 2003; McCullough, Kurzban, and
Firms strive to create strong relationships between their service providers and customers (Yim, Tse, and Chan 2008). Indeed, strong customer relationships drive favorable word of mouth (Verhoef,
The market-based economies in the United States and Western Europe face what has been called a crisis of legitimacy. At the heart of this crisis lie questions about the extent to which unequal
When income is based on effort and performance, daily decisions about how much and how hard to work can add up to influence one’s financial well-being. We investigate how income tax influences the
