We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies — an experiment, a survey, and secondary data. In the first study, tie strength and...

Each year, individuals in the United States donate over $200 billion to charitable causes. To motivate donors, charities offer donors recognition, even though it is not well understood if and how recognition increases charitable behavior. This research focuses on how the effectiveness of...

The working poor are situated in a very powerful context — the nexus of poverty and low-wage work. Our central premise is that this context represents a “strong situation” that powerfully affects work-related outcomes, but it has been largely overlooked by organization science, even as the...

This article investigates how engaging in a merger moderates the joint impact of a firm's achievement of dual goals of customer satisfaction and firm efficiency on a firm's long-term financial performance. Many prominent firms grow through mergers. Recent examples in the services context include...

As firms are becoming more concerned with bottom-line metrics like ROI, marketing research is seen as ineffectual in enhancing them. This article argues that marketing research departments can establish their place in the strategic decision making process. This can be accomplished by ensuring...

Toyota has announced three major recalls covering a total of 8 million vehicles globally since October 2009. The recalls involve safety problems with brake pedals in many of Toyota's most popular models including the Camry, Corolla, Prius, Avalon and Tundra.Using vivid anecdotes and opinions of...

Firms invest in customer satisfaction (CS) because customers are the biggest source of cash flow for a company (Gruca and Rego 2005). A customer base with high levels of satisfaction provides many long-term benefits for the firm. Satisfied customers are likely to continue repurchasing a firm's...

The relationship between attribute-level performance, overall satisfaction, and repurchase intentions is of critical importance to managers and generally has been conceptualized as linear and symmetric. The authors investigate the asymmetric and nonlinear nature of the relationship among these...

Customer satisfaction programs do not always deliver anticipated results. Disenchanted, some have labeled satisfaction measurement a "trap" and argued for abandoning customer satisfaction as a means for optimizing customer retention and profitability. The authors argue that doing so may be a...

Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The...