Scholars have used the attribute-based model of overall satisfaction extensively in consumer markets. Yet, business-to-business (B2B) firms also strive to improve overall satisfaction and financial performance by improving satisfaction on key attributes. We develop an attribute-based model to...

The Satisfaction Profit Chain (SPC) is a theoretical framework that helps link attribute-level perceptions, overall customer satisfaction, customer intentions/behaviors, and financial outcomes. This chapter reviews existing empirical research in this area and provides guidance and...

This article shows that the joint effect of tie strength and image-impairment concern on negative word-of-mouth (NWOM) transmission is different for males and females and argues that this effect occurs because of differences in their relative concern for self versus others. For males, there was...