We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies — an experiment, a survey, and secondary data. In the first study, tie strength and...

Firms measure the importance of an attribute’s performance in determining overall satisfaction to allocate resources to optimize profitability. However, most firms assume that an attribute’s importance in determining overall satisfaction is temporally invariant. We report results from two...

In complex-negative services such as healthcare, service providers often confront ethical dilemmas, which are often resolved through the use of an ethics committee (EC). These dilemmas commonly surround difficult issues such as end-of-life care and conflict among caregivers of a disabled...