Purpose – This paper aims to identify and classify consumers’ goals associated with the consumption of environmentally sustainable products. The applicability of such goals to the positioning of environmental products is also tested. Design/methodology/approach – Study 1 used 62 laddering...

Purpose: The purpose of this study is to draw on terror management theory (TMT) to explore the impact of pervasive mortality cues on consumer behaviour as a result of residing in a community ravaged by escalating violence. Design/methodology/approach: A qualitative analysis of 27 in-depth...

Purpose – The purpose of this paper is to examine to what extent the factors of the operating environment influence the structural dimensions and subsequent performance of a firm's recovery system. Design/methodology/approach – Using contingency theory and a sample of 158 service firms, this...

Purpose – This research aims to examine the buffering effect of a firm's religious association on customer reactions to a service failure. Design/methodology/approach – Two scenario-driven studies containing religious and non-religious reasons for a store closing were conducted. Findings –...