The purpose of this study was to confirm the direct effect of dysfunctional customers as perceived by service employees on depersonalization, as well as the mediation effect of depersonalization on dysfunctional customer behavior and service sabotage, and the moderated effect of a caring climate...

This paper discusses the issues in estimating the effects of marketing variables with linear models. When the variables are not directly observable, it is well known that direct regression yields biased estimates. Several researchers have recently suggested reverse regression as an alternative...

A moderated regression model ( MRM ) suffers from the correlations of the interaction effect with the main effects. The interaction effect is invariant, but the main effects are not invariant in the MRM and its transformed models. Thus, it is common to examine only the interaction effect. This...

It is common to assess moderation effect with moderated regression analysis. If the interaction effect is detected by moderated regression analysis, one may subsequently assess the simple effect of the focal predictor with simple slopes analysis. However, the two traditional analyses may suffer...

The critical impact of innovation on national and the global economies has been discussed at length in the literature. Economic development requires the diffusion of innovations into markets. It has long been recognised that economic growth and development depends upon a constant stream of...