Marketers agree that consumer complaints are useful sources of information that help marketers identify sources of dissatisfaction, and therefore should be encouraged. However, does complaining have a more direct beneficial effect? Can consumer complaining by itself cause increased satisfaction...

The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the...

Purpose – In social psychology literature, gender is often an important predictor of differential outcomes. However, gender as it influences consumer behavior has not attracted much research interest in a retailing context. The main purpose of this paper is to analyze associations between...

Examines the marketing problem of knowing what customers look for in a product. Claims that for some product groups, consumers may evaluate products and their characteristics differently from what is expected, and that consumers may distort or bias their evaluation of products in the...

Purpose – The purpose of this paper is to illustrate the practical application of dynamic capabilities theory to improve investment decisions in customer relationship management (CRM). Design/methodology/approach – Action research (AR) allows managers to raise the tacit knowledge of their...

Delivering satisfaction to customers has become the accepted strategy to success and survival in today’s competitive business environment. However, managers charged with the task of nurturing customer satisfaction are often required to allocate their limited funds across an array of...

Increasingly, two key trends – value‐ and cost‐conscious customers, and globalization of markets and supply sources – are shifting the competitive focus from the competitive advantage of firms to competitive advantages of entire supply chains. At the same time, the possibilities for...