Purpose: The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer. Design/methodology/approach: Three experiments were conducted to test the...

Purpose – The purpose of this study is to investigate consumer reactions to professionals who use decision aids to make recommendations. The authors propose that people react negatively to decision aids only when they are used in place of human expert judgment. When used in combination with...

Representing an event in abstract (vs. concrete) terms and as happening in the distant (vs. proximal) future has been shown to have important consequences for cognition and motivation. Less is known about factors that influence construal level and perceived temporal distance. The present...

Purpose: The purpose of this paper is to explore whether people’s intuitions regarding the social consequences of word of mouth (WOM) match the actual consequences. The authors investigate the expectations people have about how sharing WOM (positive or negative) will change others’...