Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

Consumer satisfaction continues to be an important area of both academic research and managerial interest. Yet most satisfaction research has utilized US subjects to develop and test satisfaction theory. The purpose of this research is to test the basic disconfirmation of expectations model in a...

Compares consumer preferences for goods made abroad and in the home country by both foreign and home‐country firms. These preferences and the intervening role of price‐quality attributes are assessed in an empirical study using conjoint analysis and a MANOVA procedure. Results suggest that...

There is much research suggesting that the image consumers hold about a product’s country of origin can influence their purchase decision, but little empirical work has focused on the underlying cognitive processing. A flexible model is devised and tested to represent country image processing,...

Purpose The purpose of this paper is to shed light on the interplay between selected consumer behavior constructs and their individual and joint influences on purchase intentions of global, local, and hybrid brands. This is a topic that is becoming increasingly important as the world moves...

Chapter 1. Introduction: Foundations of consumer behavior -- Chapter 2. Consumer behavior fundamentals: Attitudes, product attributes, and expectancy value reactions -- Chapter 3. Consumers are emotional, too: the role of emotions in consumer behavior -- Chapter 4: Worldviews: Mindsets and...