The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double-deviation context, and (2) the relationship between complaint-handling practices on the one hand and customer post-complaint satisfaction on the other. Predictions were derived from...

Marketing scholars have used justice theory to investigate how consumers’ perceptions affect post-complaint satisfaction. Less attention has been given to how those perceptions are formed and what organizations should do to enhance them. This paper explores the concept of politeness, a...

Positioned within the context of online complaint-handling, the present study aimed to examine the potentially mediating role of perceived professionalism in the relationships between message content (grammaticality) and form (politeness) on the one hand and customer loyalty on the other. A path...

Justice theory is an established framework for analysing the complaining behaviours of customers (Homburg and Fürst, 2005; del Rio-Lanza et al. 2008) and developing complaint-handling practices (Tax et al. 1998). A component of the interactional justice, (im)politeness plays an important role in...

This paper uses a very large sample of French SMEs to study growth of family owned firms. Firms range from total-family to minority control. The estimated relationship accounts for firm characteristics of size and, age, sector, and financial solvency. The results show that firms with greater...

In this paper we argue that Leading Academic Performance (LAP) expectations in universities are gendered, hindering female academic leadership. Integrating concepts from social identity theory of leadership, prototypicality, and social identity performance we describe how evaluations of female...

In this short paper, we have gone through some key results of monetary policy research applied for the Vietnamese economy, over the past 20 years after Doi Moi, together with a few caveats when putting these results in use. We look at different research themes, and suggest that future research...

This paper analyzes the location decisions and geographical expansion of microfinance institutions across Peru. To this end, econometric analyses are performed on a self-constructed dataset that covers MFI presence and expansion in the 1832 districts of Peru, and this for 39 MFIs and 13...

This paper represents the first research attempt to estimate the probabilities for Vietnamese patients to fall into destitution facing financial burdens occurring during their curative stay in hospital. The study models the risk against such factors as level of insurance coverage, location of...

Bitcoin is a major virtual currency. Using weekly data over the 2010-2013 period, we analyze a Bitcoin investment from the standpoint of a U.S. investor with a diversified portfolio including both traditional assets (worldwide stocks, bonds, hard currencies) and alternative investments...