To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

The results of five experiments reveal that when sampling a series of experiential products (e.g., beverages, music), consumers prefer the product sampled second in a series of two desirable products but relatively prefer the product sampled first in a series of two undesirable products. The...

We investigate how adoption of a retailer’s factory outlet channel impacts customers’ spending in the retailer’s traditional retail store channel. In recent years, many retailers have added exclusively sourced factory outlet stores into their channel mix to achieve market expansion and...

In this paper we investigate how consumers derive value from having the option to use physical stores for their transactions focusing on the DVD rental market. We use a large individual and transaction level panel dataset including information from consumers who subscribed to an online-offline...