This note describes how a Customer-Satisfaction-Strategy Map (CSSM) can be used to derive and implement a customer-focused strategy in banks. The CSSM links strategic areas to overall customer satisfaction, which in turn is linked to outcomes spanning intentions, behaviors, and financial...

Although prior work on ethical decision-making has examined the direct impact of magnitude of consequences as well as the direct impact of emotions on ethical judgments, the current research examines the interaction of these two constructs. Building on previous research finding disgust to have a...

Purpose Choice deferral (making no choice at all) is a common phenomenon, especially when individuals face a difficult decision. This is further exacerbated in the presence of negative incidental emotions which can have a wide-ranging influence on various aspects of decision-making. Previous...

In this research, we draw on the characteristics of disgust—an affective state that prompts a self-protection response—to demonstrate that experiencing disgust can also increase self-interested, unethical behaviors such as cheating. This series of studies contributes to the literature...