Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all...

Integrating and extending existing theory and research on social influence-seeking, affect, and ethics, we develop a theoretical model that describes a number of factors, including considerations of morality, that influence: (1) the decision and behaviors by one party in an influence situation...

The role of emotional messages in interpersonal influence is powerful but under-explored in the social influence literatures. In this extended abstract, we propose a connectionist approach and argue that the exchange of emotional messages in social influence encompasses dual processes of...