Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

An important decision that retailers make involves selecting the number of items comprising their assortments. A key issue in making these decisions concerns the role that assortment size plays in determining consumers' choice of a retailer. We address this issue by investigating how consumer...

The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...

An important decision retailers make involves selecting the number of items comprising their assortments. A key issue in making these decisions concerns the role assortment size plays in determining consumers' choice of a retailer. We address this issue by investigating how consumer choice among...

This paper analyzes the implications of the inherent conflict between two tasks performed by direct marketing agents: prospecting for customers and advising on the product's "suitability" for the specific needs of customers. When structuring sales-force compensation, firms trade off the expected...