Purpose – Even if a sales promotion attracts consumers to the store, the hi‐lo performance will be uncertain if these consumers buy only promoted categories. Retailers need to pay attention to avoid promoting categories that are frequently bought together in the same promotional action, or...

Geomarketing has become a critical domain for most of companies dealing with retailing and services for the three last decades. Usually, retail and service companies utilize geomarketing to make decisions about store location, trade area delineating, and customer plotting. Little by little new...

Purpose: This study aims to reconcile previous research that has provided mixed results regarding motivation for sustainable behaviors: pure altruism (cooperation) or competitive altruism (status). Drawing on evolutionary altruism and identity-based motivation, the authors propose that a match...

Purpose: The purpose of this study is to address the following research questions: How do customer input and service provider (in this study, the terms firm and service provider are used interchangeably) input coproduce customer experience and response? Do different components of customer input...

Retailers often use low price guarantees (LPG) as a signal to attract consumers and increase sales. Consumers interpret LPGs as a signal that a particular retailer is committed to low prices. However, if more and more retailers employ LPGs, their effectiveness as a price signal wears off. As a...

Many retailers use coupons to compensate customers who complain. They also establish procedures to manage complaints quickly to avoid customer defection. Little attention has been paid to how these managerial actions used by retailers (e.g. coupons, quick response, etc.) interact and no research...

Purpose – The purpose of this paper is to test whether the simple exposure to different types of products can trigger different motivational orientation on consumers (prevention vs promotion), which in turn would match message frame and increase persuasion. Design/methodology/approach –...

The present paper focuses on several important and under-researched issues related to switching costs (SC) as a defensive marketing tool in retaining customers with complaint handling. While most previous research analyzed the effects of SC on the behavioral intent of customers, our findings...

Purpose – Evaluative processes made in retail environments have been shown to vary between groups, particularly between men and women. The purpose of this paper is to demonstrate that a hedonic or utilitarian store atmosphere leads to different evaluations depending on the consumer's gender...