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...

This paper applies a complexity-theory-based simulation to the diverse field of organizational behavior. The specific form or level of competency emerges from the involved people and resources and the interactions among them. This paper focuses on an organizational competency of being capable to...

A computer-based measurement procedure was developed to assess the deceptive effects of advertising claims. The study investigated various message forms identified in past research as having the potential to deceive the consumer by implying unrealistically high levels of brand attribute...

This article presents the development of a new stochastic multidimensional scaling (MDS) method, which operates on paired comparisons data and renders a spatial representation of subjects and stimuli. Subjects are represented as vectors and stimuli as points in a T-dimensional space, where the...

Reputation is defined as 'socially constructed labels that extend the consequences of a party's actions across time, situations, and other actions' (Tinsley, O'Conner, & Sullivan, 2002). Drawing on schema theory (Fiske & Taylor, 1991), Tinsley and colleagues argue that 'reputations evoke schemas...

We analyze corporate ethics programs as control systems, arguing that how control is exercised may have pernicious consequences and be morally problematic. In particular, the control cultivated by ethics programs may weaken employees' ability and motivation to exercise their own moral judgment,...

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...