Prior cultural research generally agrees that Asian consumers (collectivists), who emphasize social harmony, are less likely to complain but more likely to switch and to spread negative word-of-mouth than Western consumers (individualists) in service failures. Drawing from the face concern and...

Customers complain because they want to be treated fairly by the company when a service failure occurs. The role of perceived complaint justice and its relation to customer satisfaction has been discussed and researched. However, a static view is mostly adopted in previous literature. We argue...

In this article we consider the consequences of work-family reconciliation, in terms of the extent to which the adjustment of the labour market career to family demands (by women) contributes to a better work-life balance. Using the Flemish SONAR-data, we analyse how changes in work and family...

Balancing work with family life has become one of the most important issues for families nowadays. In this article I study the varying degrees of success of governance structures in households and firms in dealing with competing time claims. Using Dutch data from firms, employees and their...

This article introduces the emergency purchasing situation (EPS) as a distinct buying context. EPSs stem from an unexpected event (unanticipated need or timing of a need), as well as high product importance, which are associated with a short time frame for consumer decision-making. Our...

We experimentally explore the effects of time pressure on decision making. Under different time allowance conditions, subjects are presented with a queueing situation and asked to join one of two queues that differ in length, server speed, and entry fee. The results can be grouped under two main...

This article explores the impact of time pressure on negotiation processes in territorial conflicts in the post-cold war era. While it is often argued that time pressure can help generate positive momentum in peace negotiations and help break deadlocks, extensive literature also suggests that...