Purpose: The customer retail experience is frequently interrupted by disturbances such as ringing phones and other people. Employees must be able to respond to retail disturbances effectively to ensure that customers have a satisfactory experience in the retailer. Using Affective Events Theory...

Purpose: Many western consumers have become sensitive to the negative effects of their consumption levels in many product categories and those new attitudes are challenging their habitual consumption behaviors. How do dissonant attitudes influence the process toward behavioral change? How does...

Purpose – Although experts agree on the importance of service quality, sales force management practices are often far from conforming to their recommendations. The current use of sales contests with quantitative objectives on turnover or profit margin is evidence of this divergence. Sharma...

This paper addresses workers' loyalty towards a temp agency. Loyalty reduces contact and management costs, so temp agencies attempt to retain valuable workers. The study therefore focuses on factors that attach workers to their temp agency. This study offers an interdisciplinary approach,...

Purpose – The purpose of this research is to examine why a buying firm in a marketing channel may retaliate against its supplier. The objective of this paper is thus to understand the individual and organizational variables that may prompt a buying company to retaliate against its supplier...

Purpose – This paper aims to develop a framework helping managers to understand reactions, adopting the supplier perspective, and starting from the idea that the outcome of the degradation process is mainly determined by customers’ reactions. Inter-organisational relationships are sometimes...