Purpose: This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure. Design/methodology/approach: This study uses a 2 × 2 between-subjects design comparing a service failure announcement with apology and an anniversary...

Purpose: This paper aims to develop and validate a psychometrically sound scale measuring buyers’ motivation to avoid being duped (MAD) in a marketplace transaction. Design/methodology/approach: Standard scale construction methodology was followed in developing the MAD Scale. Eight studies...