Purpose: The purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process and outcome service attributes on overall service evaluation and customer satisfaction based on consumption...

Purpose: Unlike point of purchase behavior, not much is known about how payment method impacts post-purchase behavior, especially for durable goods where user experience can last over long periods. The purpose of this paper is to link two strands of literature for the first time by uncovering...