Purpose – Despite retailers' growing use of lowest‐price refund policies, little is understood about how consumer satisfaction is influenced by them. This paper examines the potential role of market price volatility and store image on consumers' satisfaction of stores offering a...

Purpose – To determine the impact of service recovery on consumer evaluations of service delivery. Design/methodology/approach – An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy....

Purpose – As an alternative explanation of incongruent findings in the literature, the purpose of the present study is to introduce the concept of hedonic versus utilitarian service context as a moderating variable in the relationship between the affect (pleasure and arousal) and perceived...

Purpose – The presence of gender biases in performance evaluations has been previously demonstrated in a number of studies. This study aims to extend current research by examining gender differences in customer ratings of service performance. A secondary research objective of this study is to...

Purpose – This paper seeks to identify service satisfaction measures that can be used across industries. Design/methodology/approach – The paper attempts to identify empirically core characteristics of customer satisfaction ratings across six industries based on the ratings of 10,835...

Purpose – The purpose of this paper is to demonstrate spill‐over effects from customer perceptions of trust in and satisfaction with a brand to customer evaluations of a retailer and, ultimately, repurchase intentions. Design/methodology/approach – A conceptual model is developed and...

Purpose – To investigate the effect of service personalization on loyalty, and to measure some of the psychological dynamics of the process. Design/methodology/approach – Structural equation modeling. Findings – It is shown that the effect of service personalization on loyalty exists, but...

Purpose – To analyze whether perceived corporate reputation and customer satisfaction are directly associated with customer intention. Design/methodology/approach – Using structural equation modeling, the study is based on the responses to a written questionnaire of 462 customers of a large...

Purpose – Building a customer base as an outcome of customer satisfaction has not been investigated empirically in e‐tailing industry. This paper seeks to fill this gap in the literature. Design/methodology/approach – Explores the relationship between satisfying customers and building a...

Purpose – The purpose of this study is to examine the satisfaction formation process under conditions of varying involvement for new, nontraditional, credence‐based service offerings. Design/methodology/approach – Hypotheses were tested using an on‐line simulation of a service encounter,...