Purpose - The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially...

Services are by nature perishable. As such, managing a service firm's capacity to match supply and demand has been touted as one of the key problems of services marketing and management practice. This paper advances an alternative perspective of unused service capacity. Based on a review of...

The purpose of this empirical study is to examine the corporate effects in the lodging industry from a hotel owners perspective. Linking the concepts of corporate strategy and core competence, eight corporate strategies are proposed relating to hotel property financial performance and...

Many firms employ Cause-Related Marketing (CRM) strategies that link product sales to the support of a charity to generate positive brand images. The global objective of the present research is to examine consumer perceptions of price fairness in response to CRM pricing. This dissertation...

Given the extremely competitive nature of the current global service industry, the transition from merely satisfying customers to delighting customers has become a strategic objective for many service firms. As previous studies have reported, many service organizations pleasantly surprise their...

This study focuses on consumer dissatisfaction responses (CDR) composed of behavioral and nonbehavioral responses that consumers exhibit following dissatisfying service experiences. The primary purpose of this study is to identify undiscovered consumer dissatisfaction responses and examine the...

The implementation of Statement of Financial Accounting Standard (SFAS)133 had raised concerns about the potential impact the standard could have on firm hedging activities. Chief among these concerns has been an increase in earnings volatility and a reduction in the use of derivatives....

Factors that would affect customization process satisfaction were rarely examined to date. In this study, I investigated the effects of choice variety and specification type on consumers responses (process satisfaction, perceived control, regret, and frustration) to the customization process in...