Purpose – The purpose of this paper is to present the contributions of Wroe Alderson to the buyer behavior literature from an historical perspective. His views of the consumer in the 1950s revolutionized the way we now teach and do research in this domain of marketing....

Purpose – The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF)....

Purpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A descriptive, convenience sampling survey method was used to collect data in South Africa...

The article provides a non‐mainstream discussion the origin and evolution of efficient consumer response (ECR) in marketing literature. It challenges generally believed positions in the area of the concept. In addition, the novelty value of ECR is questioned. The author argues that ECR has...