Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is...

Existing research shows that loyalty is a function of customer perceptions of trust following service recovery. The authors propose a cognitive appraisal model that portrays trust and emotions as key mediators in the relationship between perceived justice and customer loyalty. A structural...

Prior research suggests that consumers may vary in the degree to which they wish to engage in a relationship with their service providers. The authors identify previously found and new factors that influence whether consumers expect a service provider to form a relationship with them. The...