The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double-deviation context, and (2) the relationship between complaint-handling practices on the one hand and customer post-complaint satisfaction on the other. Predictions were derived from...

Marketing scholars have used justice theory to investigate how consumers’ perceptions affect post-complaint satisfaction. Less attention has been given to how those perceptions are formed and what organizations should do to enhance them. This paper explores the concept of politeness, a...

Positioned within the context of online complaint-handling, the present study aimed to examine the potentially mediating role of perceived professionalism in the relationships between message content (grammaticality) and form (politeness) on the one hand and customer loyalty on the other. A path...

The issue of the conceptual independence of attributes of perceived justice has received scant direct empirical attention in the complaint-handling literature. The present study aimed to investigate the strength of associations between attributes of perceived justice and, in doing so, contribute...

Inspired by an on-going empirical research on consumers and their tales about disruptive events they have faced in their life, this paper illustrates the value of using interpretative hermeneutics for analyzing consumption during these transformations. Such disruptive events are for instance:...

This study proposes that price transparency is a significant factor affecting customer judgments of the fairness of sellers’ prices. Cognitive judgments of fairness require a certain amount of information processing; therefore, the level of transparency and the amount of price information...

Using data from Bangladesh, this paper finds that the liquidity premium—the difference between the interest paid on illiquid and liquid savings accounts—is higher in commercial banks than in microfinance institutions. One possible interpretation lies in the higher prevalence of...

The evidence on gender discrimination in lending remains controversial. To capture gender biases in banks’ loan allocations, we observe the impact on the applicants of a microfinance institution (MFI) and exploit the natural experiment of a regulatory change imposing a strict EUR 10,000 loan...

This paper compares the loans granted to male and female entrepreneurs by a French microfinance institution (MFI). The sample period is split in two: before and after the MFI implemented France's regulatory EUR 10,000 loan ceiling. In the first period, the MFI does not co-finance projects with...

In this paper, to begin with, we define soft information as qualitative, subjective information produced by banks through the establishment of long-term lending relationships. We then highlight the importance of soft information for cooperative and social banks in the screening, pricing and...