Recent corporate reputation research focuses on customers as an important stakeholder group for whom firm reputation matters. The authors hypothesize that customer-based corporate reputation (CBR) may affect customer citizenship behaviors (CCB) and that both commitment and loyalty mediate the...

This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test...

This study investigates the mediating role of customer satisfaction in the relationships between two types of corporate associations (corporate ability and corporate social responsibility) and two behavioral outcomes (word of mouth and loyalty intentions). In addition, the authors explore...

Governments in many developed countries are increasing their efforts to reduce smoking. In line with their commitment for action, governments use anti-smoking advertising to highlight the health risks of smoking and regulatory measures to dissuade consumers from consuming tobacco. In the past,...

The purpose of the present study is to investigate how consumers' national and global identities relate to a reluctance to purchase foreign products, in favor of domestic alternatives. The authors assume that consumers' universal–diverse orientation (UDO), a three-dimensional conceptualization...

Research to date has not systematically examined the role and relative impact of individual-level cultural orientations. The literature offers no dominant approach as to the nature (direct, moderating or both) of individual-level cultural orientations. Thus, examination and comparison of the...

Although effective customer complaint management can be a key success factor for international service firms, relatively little is known about employees' proclivity to report complaints. The present study examines the meaningfulness and cross-national validity of the Israel-developed willingness...

Market mavens reportedly play important roles in the purchase decisions of other consumers, but this assumption has never been tested empirically. Prior research has profiled mavens and explored their motivations, without ever considering actual referral behaviour. This investigation applies...