Research to date has not systematically examined the role and relative impact of individual-level cultural orientations. The literature offers no dominant approach as to the nature (direct, moderating or both) of individual-level cultural orientations. Thus, examination and comparison of the...

Governments in many developed countries are increasing their efforts to reduce smoking. In line with their commitment for action, governments use anti-smoking advertising to highlight the health risks of smoking and regulatory measures to dissuade consumers from consuming tobacco. In the past,...

This research reports an assessment of Sweeney and Soutar's (2001) consumer perceived value (PERVAL) scale. The PERVAL scale contains four dimensions: quality, emotional, price, and social values. The present study develops and evaluates two short forms of the original 19-item PERVAL scale based...

This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test...

Assessment of the role of the individual service worker in encouraging customer organizational citizenship behaviors (customer OCBs) is the primary focus of this paper. The researchers investigate this topic empirically across three service contexts. Customer OCBs are voluntary, outside of the...

Bove, Pervan, Beatty and Shiu (2009) develop and test a latent variable model of the role of service workers in encouraging helpful behaviors by customers towards the service business (OCBs). Farrell (2010) questions these findings due to an incorrect application of the Fornell and Larcker...

The purpose of the present study is to investigate how consumers' national and global identities relate to a reluctance to purchase foreign products, in favor of domestic alternatives. The authors assume that consumers' universal–diverse orientation (UDO), a three-dimensional conceptualization...

Although effective customer complaint management can be a key success factor for international service firms, relatively little is known about employees' proclivity to report complaints. The present study examines the meaningfulness and cross-national validity of the Israel-developed willingness...

This study investigates the mediating role of customer satisfaction in the relationships between two types of corporate associations (corporate ability and corporate social responsibility) and two behavioral outcomes (word of mouth and loyalty intentions). In addition, the authors explore...