The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2...

This study attempts to verify the moderating roles of the customer--firm relationship with regard to customers' responses to service failure and recovery. The hypotheses were tested based on the responses from 480 full-service restaurant customers, using <italic>t</italic>-tests and moderated regression...

This study sought to verify the effect of perceived value on customer share of visits (CSOV) in a full-service restaurant context, using a dimension-level value approach and positing customer satisfaction and brand preference as mediators between them. The conceptual model of this study was...

In this study, a customer-to-employee (C--E) relationship construct is employed to test the antecedent role of C--E relationships in the development of customer-to-firm relationships. The authors propose a conceptual model of the relationships that are hypothesized to exist among the constructs...

This article describes the development of a consumption emotion scale for use in the full-service restaurant industry. The current emotion measures utilized in consumer and marketing research are reviewed, along with the conceptualization of consumption emotions. The adequacy of employing a...

Understanding association members' evaluations of site attributes helps prospective meeting destinations to target associations and thus improve their chances of acceptance. Further, associations may need their members' insights into which attributes are more or less important, so they can...

Flight attendants' working conditions are harsh due to frequent night shifts, long shifts, and long sequences. This study sought to identify the antecedents and consequences of flight attendants' job satisfaction and assess the significant relationships among the study variables. Two hundred and...