Tang, Yihui (Elina); Hinsch, Christian; Lund, Donald J.; … - In: European Journal of Marketing 54 (2020) 10, pp. 2477-2500
Purpose: This study aims to investigate the process of service gifting (i.e. unexpected upgrades or benefits) and examine why service gifts do not always result in firm-beneficial reciprocal behaviors from consumers. Design/methodology/approach: Through a series of three studies including both...