Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting meta-analysis, authors test following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures) → justice perceptions (distributive, interactional, procedural justice) satisfaction (transaction-specific cumulative satisfaction) customer behavioral intentions (loyalty positive word mouth...

Atmospheric in-store stimuli have been the subject of considerable empirical investigation for over 30 years. This research presents a meta-analysis 66 studies and 135 effects (N = 15,621) calibrating atmospheric music, scent, color on shopping outcomes. At an aggregate level, results reveal that environments in which music or scent are present yield higher pleasure, satisfaction, behavioral intention ratings when compared with such conditions absent. Warm colors produce levels arousal than...

This article examines how compensation type and failure explain the recovery effect of compensation, using a meta-analysis (Study 1) an experiment 2). Drawing on resource exchange theory, we propose new classifications for both find three major results. First, consistent with our matching hypothesis, strongest is generally observed when represents similar to it supposed offset, that is, immediate monetary failure, flawed product, reperformance failed service, psychological lack attention....

To prevail in the fierce competition of in-store experiences, some firms have focused on providing pleasant ambient scents. However, equivocal results scent effects make generalizations and managerial guidance uncertain. While efforts to consolidate research findings been conducted, a comprehensive quantitative integration is notably lacking. In this meta-analysis, authors integrate 671 available from experiments show that exposure scents average produces substantial increase level customer...

This research offers insights into the efficacy of gamification in a failure-recovery context, that is, providing recovery through gamified experience. Using one field study and three online experiments across different contexts (i.e., retail, restaurant, gym, hotel), we show compensation offered spin-the-wheel game) can have positive effect on satisfaction. is mediated by perceived enjoyment game moderated customer choice, failure severity, level, time pressure. Specifically, find has when...

This research examines how to recompense customers, from a social resource theory perspective, which portrays financial compensation as the act of offering “money” customers during service recovery attempt. can differ in its particularism (is money offered more or less personal way?) and concreteness tangible way?), are shown two experiments affect outcomes. Specifically, accompanied by handwritten note person (vs. impersonal: typewritten firm) fosters satisfaction, mediated justice...

Eastern versus Western culture pricing practices differ with respect to price endings; however, cultures are increasingly influenced by multinational corporations. At the same time, increasing antiglobalization sentiment suggests use of localization strategies in these markets. The authors investigate whether still this new environment, examine role superstition, and ask brands can benefit from localizing practices. They explore lucky number endings consumer responses such Singapore, an that...

This meta-analysis examines when three types of automated agents (AAs)—robots, chatbots, and algorithms—are equivalent to human (HAs) in marketing roles. Analyzing 943 effect sizes from 327 studies provides novel insights. First, customers may be skeptical AAs; however, they value their performance eventually choose or buy them as if were interacting with HAs. Second, each the AA has a unique set contingencies that affect its equivalence; previously identified do not generalize can even have...

The social nature of customer experiences creates complex and potentially detrimental dynamics in failure situations, such as when other customers side with the complainer or firm. present research is first to analyze coalitions their consequences. We conceptualize a triad composed complainer, service employee, one multiple others third actor. A field study consumer complaints on media shows that occur 32% cases, negatively shifting affective tone an online conversation from approximately...

As intangible experiences are crucial for approach tendencies toward a destination, this research proposes the CI-MI-R framework linking cognitive image (CI) to response (R) via mental imagery (MI). Cosmopolitanism, escapism, and thinking style examined as moderators in relationship between imagery. Two studies from USA Germany confirmed role of mediator tourist response. The three segmentation-based decrease strength link imagery, suggesting that targeting tourists, who low (high)...

Intentional service failures (e.g., overbooking or overcharging) have received little scholarly attention, despite their regular occurrence and immense costs. Using a multi-method approach combining experimental field data from online reviews, it was found that intentional (vs. unintentional) lead to greater negative word of mouth (nWOM) patronage reduction. This research extends these findings by demonstrating are less harmful when the failure is reversible irreversible) occurs at an...

Purpose Since the start of COVID-19 pandemic, one dark social-media phenomenon in particular has experienced a significant rise: consumer-to-consumer (C2C) conflicts, i.e. consumers who verbally attack each other response to service failures. The aim this paper is uncover sources such conflicts and gain an insight into corresponding conflict moderation strategies that international brands adopt. Design/methodology/approach methodology consists non-participatory netnographic observations 13...

Abstract Recent studies analyze word-of-mouth (WOM) communication as a force that drives the success of motion pictures. The authors build upon research and integrate measurements WOM into broader network determinants. Results show production costs critics’ evaluation are predictors volume at end first week. No effect is observed for star power advertising expenditures. week major predictor short-term theatrical box office revenues, which strongly affect long-term revenues. conclude after...

In this article we offer the first survey-based study on motivations that spur consumers to bully others about brands they support social media, a phenomenon term “Consumer Brand-Cyberbullying” (CBC). Analyzing data from 1,203 participants of online brand communities, find who seek be popular and attractive are more likely engage in CBC, while those affiliate with close help community less do so. Consumers identify loyal particular CBC. Taken together, our moves us toward systematic analysis...

Marketing ZFP is a platform for the academic dialog between marketing science and practice. It offers critical depictions of newest developments in central areas Thereby, dedicates itself particularly to transfer methodological knowledge into