The adoption of reputational sanctions in the P2P segment of the Chinese consumer finance market offers a unique opportunity to test the impact of reputational concerns on repayment behavior in a clean experimental setting. In a privately implemented randomized controlled trial of 18,000 late...

This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup,...

Two important areas are underexplored in the relationship between marketing resources and performance. First, the subject has been primarily investigated in the context of Western countries, and inadequate attention has been given to emerging economies. Second, despite the recent growth in...

This study uncovers the ignored role of institutional environment for marketing strategy and customer relationship management. Hypothesis tests in a sample of Chinese firms find support that channel networking strengthens the customer orientation - customer trust/commitment - firm performance...