Purpose: The purpose of this paper is to investigate whether consumers experience territory infringements during interactions with other consumers on firm-managed social media pages and, if so, how consumers respond. In offline contexts, feelings of territoriality affect consumers’ responses...

Purpose: Customers can be territorial, which results in reactive behaviors that can hurt firm profitability. This study aims to expand the typology of customer territorial responses previously identified in the environmental psychology and marketing literature. Design/methodology/approach: The...

Consumer researchers have a vested interest understanding what drives profitable consumer relationships with brands. In the past, researchers have uncovered that emotional bonds with brands are a key drivers of consumer behaviors which impact profitability, including switching, price...