Instead of offering products or services alone, increasingly, firms and their partners are offering consumption systems. Consumption systems are offerings characterized by a significant product and service subsystem, as well as a pattern of consumption in which consumption occurs in multiple...

The article develops a model of regret and tests it via four studies. Study 1 develops a multi-item measure of regret and distinguishes it from satisfaction. It also shows that, while satisfaction directly influences both repurchase and complaint intentions, regret directly influences only...

How decision makers invest their effort among various issues is critical to organizational success (Ocasio 1997). The authors investigate the effects of issue valence and issue capability on how decision makers allocate effort to an issue. They develop hypotheses regarding these constructs and...

Objective: To determine if educating nursing home staff about pressure ulcer prevention reduces the differential risk of pressure ulcer development in black and white nursing home residents. Design: Subanalysis of a study designed to monitor the emergence of all pressure ulcers in nursing home...

We investigate the joint effects of decision risk and the stage of project completion on escalation of commitment. In two experiments, we demonstrate that the effect of decision risk is moderated by project stage such that the decision risk has the strongest effect on escalation of commitment at...

A common belief among academicians and practitioners is that a company’s strategy should be aligned with its customers' value drivers to deliver superior financial performance. Yet, extant literature lacks 1) an objective measure of strategy-customer alignment, 2) empirical research linking...

The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm-level outcomes in a meta-analytic framework based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. Overall, the results point to positive...

Despite the importance of education in terms of spending and its impact, dissatisfaction with traditional public schools is growing. Among many reasons, this article argues that many educational institutions suffer due to a lack of strategic focus. Utilizing qualitative interviews with more than...