Purpose The objective of this study was to investigate the effect of appearance, lifestyle and
status similarity on interaction intensity, satisfaction with a banker and repurchase intention …

Both quality and experience are discussed as antecedents of satisfaction and loyalty in
services. Despite their popularity in measuring success, no previous study compared the …

Purpose Despite the growth of the online overseas purchasing industry, there is a lack of
studies addressing these companies' communication strategies. Thus, this study aims to …

The authors review the marketing practices likely to make customers feel excluded (ignored
or rejected) and analyze the potency of retail exclusion in the transforming service …

Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable
academic attention. However, little is known about whether status demotion engenders two …

Hierarchical loyalty programs (HLPs) are widespread across many service industries;
however, research on the effects of status demotion in an Eastern cultural context is …

Research has focused on exploring the distinction between human employees and AI
robots. However, little is known about customer perceptions of service fairness towards AI …

Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable
academic attention. However, existing research is relatively silent on whether HLP status …

The need for status has been recognized as a significant consumer motive. Although the
literature discusses the main antecedents of guests' attitudes and behavioral intentions, the …

Purpose This paper aims to investigate how to design a firm's customer demotion policy and
communication styles differently for customers demoted from top-tier and bottom-tier to …