Purpose: This study aims to investigate the moderating effect of in-group social presence on the relationship between face concern and hotel customers’ behavioral responses to service failures. Design/methodology/approach: Participants were randomly assigned to two conditions: in-group...

Purpose: As tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of tattooed restaurant servers in the context of service failures. Through the agency and communion theory, the...

Purpose: The purpose of this paper is to discuss some common pitfalls in experimental research in the field of hospitality and tourism. It aims to offer recommendations on how to avoid such problems to enhance theory development. Findings: This paper highlights some common pitfalls in...

Purpose: This article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship quality and perceived value, as well as its indirect...

Purpose: Although academics and retail managers share a common belief that crowded stores generate more sales, there is a growing concern about the negative impact of retail crowding on customer relationship management (CRM). This research aims to understand the underlying processes driving the...

Many firms employ Cause-Related Marketing (CRM) strategies that link product sales to the support of a charity to generate positive brand images. The global objective of the present research is to examine consumer perceptions of price fairness in response to CRM pricing. This dissertation...

Given the extremely competitive nature of the current global service industry, the transition from merely satisfying customers to delighting customers has become a strategic objective for many service firms. As previous studies have reported, many service organizations pleasantly surprise their...

The implementation of Statement of Financial Accounting Standard (SFAS)133 had raised concerns about the potential impact the standard could have on firm hedging activities. Chief among these concerns has been an increase in earnings volatility and a reduction in the use of derivatives....

Factors that would affect customization process satisfaction were rarely examined to date. In this study, I investigated the effects of choice variety and specification type on consumers responses (process satisfaction, perceived control, regret, and frustration) to the customization process in...