Recent research suggests that inseparability is not a universal distinguishing characteristic of services and that the consumption of many services is or can be separated from their production. This research defines service separation as customers’ absence from service production, which...

Global brands are faced with the challenge of conveying concepts that not only are consistent across borders but also resonate with consumers of different cultures. Building on prior research indicating that abstract brand concepts induce more favorable consumer responses than functional...

In contrast to prior studies examining only piecemeal aspects of employee attributes (i.e., physical attractiveness, displayed emotion, or helpfulness), the present research adopts an encompassing approach and considers these attributes simultaneously. These three attributes were selected as...

This article examines the moderating effect of evaluation mode on consumer responses to variety in product bundles. Study 1 finds that consumer preference for the variety bundle (relative to the non-variety bundle) is higher in the joint evaluation mode than in the separate evaluation mode....

Prior research suggests that consumers make trade-offs between two products by focusing more on alignable differences (i.e., the values of the options on the same attributes are different) than on nonalignable differences (i.e., the options have different attributes). The present research...