Purpose: This paper aims to investigate whether customer satisfaction varies when presented with different types of omnichannel promotions (shopping goal-congruent vs shopping goal-incongruent and monetary vs non-monetary promotions) and if the effect on satisfaction is mediated by service...

Purpose – This study seeks to investigate the impact of firm reputation for service quality on customers' responses to service failures. Firm reputation is defined as customers' perceptions of how well a firm takes care of customers and is genuinely concerned about their welfare....

We assess attenuating and augmenting effects of brand commitment on consumer responses when product recalls occur. Consistent with our theorization, results from a laboratory experiment and an event study show that high levels of brand commitment attenuate negative consumer responses in...