The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double-deviation context, and (2) the relationship between complaint-handling practices on the one hand and customer post-complaint satisfaction on the other. Predictions were derived from...

Marketing scholars have used justice theory to investigate how consumers’ perceptions affect post-complaint satisfaction. Less attention has been given to how those perceptions are formed and what organizations should do to enhance them. This paper explores the concept of politeness, a...

This study explores the social entrepreneurial potential of the rule-breaking practices of microfinance programs’ beneficiaries. We empirically apply the positive theory of social entrepreneurship that views social entrepreneurship as a pursuit of neglected positive externalities. Using the...

Positioned within the context of online complaint-handling, the present study aimed to examine the potentially mediating role of perceived professionalism in the relationships between message content (grammaticality) and form (politeness) on the one hand and customer loyalty on the other. A path...

Information processing in groups has long been seen as a cooperative process. In contrast with this assumption, group members were rarely found to behave cooperatively: They withhold unshared information and stick to initial incorrect decisions. In the present article, we examined how group...

This paper investigates the informational efficiency of bond markets when investments are constrained by financial repression. To assess informational efficiency, this paper performs weak-form efficiency tests on the most liquid bond traded in Italy during the war. Surprisingly, the bond market...

Ce travail a porté sur la contribution à l’état de lieux des déchets solides ménagers dans la ville d’Uvira. L’échantillonnage était systématique, basé sur les activités socioprofessionnelles de ménages en vue d’atteindre toutes les couches de la population notamment, les...

This last decade has seen the emergence of a new field of research in development economics: randomised control trials. This paper explores the contrast between the (many) limitations and (very narrow) real scope of these methods and their success in sheer number and media coverage. Our analysis...

The issue of the conceptual independence of attributes of perceived justice has received scant direct empirical attention in the complaint-handling literature. The present study aimed to investigate the strength of associations between attributes of perceived justice and, in doing so, contribute...

The authors provide first evidence on whether the direct relationship between educational mismatch and firm productivity varies across working environments. Using detailed Belgian linked employer-employee panel data for 1999-2010, they find the existence of a significant, positive (negative)...