Many retailers use coupons to compensate customers who complain. They also establish procedures to manage complaints quickly to avoid customer defection. Little attention has been paid to how these managerial actions used by retailers (e.g. coupons, quick response, etc.) interact and no research...

What happens when customers have to deal with switching costs after a service failure and a poor recovery? This study seeks to address this question by proposing and testing an integrative model that incorporates customers' negative emotions as mediators between switching costs and behavioral...

Persuasion models that are currently used in prevention campaigns to fight gambling addiction largely ignore two facts. First, prevention campaign objectives compete with those of gambling corporations and, second, commercial advertising budgets are much larger than those of prevention. We...

The study defines shopping well-being at the mall as a shopper's perceived impact of a shopping mall in contributing to satisfaction in important life domains resulting in a global judgment that the mall contributes significantly to one's overall quality of life. Particularly, the study puts...

One way to generate more traffic in a mall is to build a strong mall image perceived by shoppers as delivering a unique bundle of benefits. Such effort has to be guided by a performance metric, namely a comprehensive measure of mall image. We hypothesize that mall image can best be...

This article proposes a conceptual model of consumer revenge behavior. Drawing on the cognitive appraisal theory, the authors address revenge as a coping process and investigate the influence of cultural values along the process. The article reviews existing models on revenge behavior and adapts...

This paper introduces a new retailing concept called shopper-based mall equity (SBME). SBME is the differential effect of mall knowledge on shoppers' responses to a mall's marketing activities. The results of a study in two Canadian shopping malls consisting of 905 shoppers who were administered...

Five articles were selected from studies presented at the Ninth Society for Marketing Advances Retailing Research Symposium. The following article introduces their themes and main findings, along with the process of selection.