Purpose – The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective. Design/methodology/approach – Drawing on the cognitive appraisal theory, this paper relates forgiveness cognitive, emotional and...

Purpose – The purpose of this paper is to examine the issue of the influential factors of buyer satisfaction and loyalty toward online auction web sites and online auction sellers. Customers' loyalty toward the online auction web site and seller is also explored. Design/methodology/approach...

Purpose – The service‐dominant logic describes customer‐actualized value as being idiosyncratic, experiential, contextual, and meaning laden. Since positive word‐of‐mouth (WOM) is an expression of customer‐actualized value, the paper postulate that WOM is not only related to a...

Purpose – The purpose of this paper is to analyse key drivers of consumer acceptance of short messaging services (SMS) to participate in TV programmes. Design/methodology/approach – The technology acceptance model (TAM) and the theory of planned behaviour (TPB) have been integrated for the...

Purpose – The purpose of this paper is to explore how the organizational recovery response to other‐customer failure influences the affected customer's level of satisfaction, unfavorable word‐of‐mouth (WOM), and repurchase intentions toward the firm. Design/methodology/approach – Two...

Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental...

Purpose – The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer‐based approach to service. The customer's logic is examined in‐depth as being the foundation of a customer‐dominant (CD) marketing and business...

Purpose – This research aims to investigate the moderating influence of both multichannel and multicompany usage on the impact that customer satisfaction has on share of wallet (SOW). Design/methodology/approach – The data used in the analyses were collected as part of both survey and...

Purpose – Using a realist perspective, this paper seeks to investigate how complaining customers want to be treated by frontline employees in personal complaint handling encounters. For this purpose, an exploratory research study using the qualitative laddering interviewing technique was...

Purpose – This study aims to investigate pre‐complaint situations and has a threefold purpose: to identify a set of negative emotions experienced in unfavourable service experiences, to examine the patterns of these negative emotions and to link these negative emotions to complaint...