Purpose The purpose of this paper is to examine how the environment surrounding a decision-making event affects whether decision-makers consider the credibility of their advisors and take their advice. Design/methodology/approach In two experiments, the characteristics of the event and...

Purpose – The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates, customer to store branded products, and...

Purpose – This study aims to investigate how customer information obtained at different phases of a new product development (NPD) process influences profits from new offerings. Design/methodology/approach – A survey was conducted in the context of NPD in goods and services. A unique database...