Purpose: This paper introduces the concept of dysfunctional customer behavior toward a brand and argues that when customers perceive that a brand has failed to fulfill its promises, a psychological brand contract breach occurs, which in turn leads to a psychological brand contract violation,...

The purpose of this study was to confirm the direct effect of dysfunctional customers as perceived by service employees on depersonalization, as well as the mediation effect of depersonalization on dysfunctional customer behavior and service sabotage, and the moderated effect of a caring climate...

Purpose Improving the creative performance of customers is critical to improving the competitive advantage of service firms. Customers that perform creatively and generate novel and useful ideas contribute to firm profitability by helping the firm save on costs and improve its services rather...

Purpose This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line...

Purpose: The present study aims to demonstrate that providing a free gift upon purchase may induce consumers to devaluate the main product promoted with the offer. The mediating role of persuasion knowledge and the moderating role of consumer shopping orientation are also examined....

This paper discusses the issues in estimating the effects of marketing variables with linear models. When the variables are not directly observable, it is well known that direct regression yields biased estimates. Several researchers have recently suggested reverse regression as an alternative...