Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral
responses may impact the firms' profitability. How do we model the impact of emotions on …

Although pleasure played a central role in early theories of decision making, it gradually
became peripheral, largely because of measurement concerns. Normative theories became …

Negative online reviews can significantly hurt future sales. After impulsive decisions,
consumers may feel regret and write negative online reviews. Two studies are conducted to …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

This study adopts the expectancy confirmation theory and regret theory to investigate the
effects of external reference points on repurchase behaviors and explore how customers' …

Purpose–Service organizations and marketers have focussed too much of their energy on
their core service's performance and too little emphasis on designing a customer journey …

Customer satisfaction programs do not always deliver anticipated results. Disenchanted,
some have labeled satisfaction measurement a “trap” and argued for abandoning customer …

Companies that offer loyalty reward programs believe that their programs have a long-run
positive effect on customer evaluations and behavior. However, if loyalty rewards programs …

What is the relationship between product design benefits (hedonic versus utilitarian) and the
postconsumption feelings of customer delight and satisfaction? The primary insights this …

Two experimental studies (a lab experiment and a study involving a real usage experience
over time) reveal the existence of a strong, positive impact of customer satisfaction on …