This research examines the role of post-purchase recovery initiatives in offsetting the negative effect of a dissatisfactory product experience. Experiment 1 explores the effect of counterfactual thinking, a mental simulation process of reflecting upon past events and generating alternative...

Investment in information technology (IT) is an important driver of economic growth and productivity in the United States and other developed countries, but as yet it is not shown to be a significant driver in developing countries. Previous research suggests that IT investment and complementary...

Using mature computing technologies, firms are able to obtain consumer network data more easily now than ever before. Although marketers are interested in social networks for WOM marketing, they previously ignored the importance of understanding network structures (Van den Bulte & Wuyts, 2007)....

This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market...

This research proposes and empirically tests a customer switching intentions model from a disconfirmation perspective in a service failure and recovery context. Specifically, the research examines how initial (discrepancy between service failure expectation and service performance) and recovery...

Food well-being (FWB) is defined as “a positive psychological, physical, emotional, and social relationship with food at both the individual and societal levels” (Block et al., 2011, p. 6). This article seeks to advance our understanding of FWB along two dimensions. First, we discuss how...