Firms often employ personalized recommendations to help customers make purchase decisions. To improve the effectiveness of their personalized recommendations, some firms use cues to offer transparency on how they collect and use data to derive recommendations. We draw on attribution theory to...

Serving as a social glue in interactions, consumer empathy takes center stage in shaping a pleasant customer experience. Our holistic framework of an empathic customer experience, rooted in the perception–action model of empathy and established customer experience conceptualizations, unveils...

Die CX spielt nicht nur in B2C- sondern auch in B2B-Märkten eine zentrale Rolle. Mithilfe von Experteninterviews und der bestehenden Literatur wurde erläutert, dass kognitive, verhaltensbezogene, relationale, emotionale und sensorische CX-Reaktionen auch für eine B2B-CX von grundlegender...

Die CX spielt nicht nur in B2C- sondern auch in B2B-Märkten eine zentrale Rolle. Mithilfe von Experteninterviews und der bestehenden Literatur wurde erläutert, dass kognitive, verhaltensbezogene, relationale, emotionale und sensorische CX-Reaktionen auch für eine B2B-CX von grundlegender...

Although marketing activities are vital for new ventures (NVs) to ensure growth and survival, previous research is silent on how to organize them in firms' infancy. The entrepreneurship literature focuses on which marketing activities to perform in NVs but not on how to organize these...

Recent technological advancements allow companies to incorporate increasingly heterogeneous and interrelated features into their products, which heightens the products' complexity. In four experimental studies conducted with two product categories, this article reveals similarities and...