using a quasi‐experimental design. Our findings suggest that consumers with a redress seeking goal opt for interactive … rather than remote channels. Consumers looking for tangible compensation might perceive face‐to‐face or phone channels to be …

fastest growing online user groups. Findings – The paper finds that Hispanic consumers were less affected by the type of task … than non‐Hispanic consumers, in terms of perceived quality, satisfaction, and intended patronage. Using constructs from the … evaluated by consumers’, and how this affects patronage intentions. Originality/value – The paper shows the usefulness of …

Purpose – The success of service innovation programs rests on whether consumers discern the novelties built into … internal measures. The study examines whether consumers are capable of discerning the novelties built into service elements … the consumers' views of innovativeness. The scale provided here can help tap consumer perspective throughout the new …

distinct sampling frames, which yielded a combined metrically invariant sample of 348 consumers. A three …

‐order interactions undertaken by consumers. It is illustrated with reference to the “gap year travel” experience domain. Findings – The … approach offers a means for identifying value enhancers and inhibitors for consumers. It provides, for organizations, a …