Purpose: Drawing on signaling theory, the purpose of this study is to investigate the effects of the strength and framing of firm signals sent to repair relationships following relationship violations. Design/methodology/approach: Three 2 × 2 scenario-based experiments (totaln= 527) manipulate...

Purpose: This study aims to investigate the process of service gifting (i.e. unexpected upgrades or benefits) and examine why service gifts do not always result in firm-beneficial reciprocal behaviors from consumers. Design/methodology/approach: Through a series of three studies including both...

Purpose – The purpose of this paper is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. The authors position trustworthiness as a mediator in the link between retail strategies and the development of trust. They model customer...

Purpose: This paper aims to examine the direct and interactive effects of community engagement and economic value on customers’ trust in, and commitment to, the retailer. This paper also examines the extent to which these variables, in turn, drive desirable behavioral outcomes in the form of...