Tourists searching for information about destinations on online review sites are concurrently
exposed to two different photograph aesthetics, professional (produced by destination …

Abstract Pro-customer deviance (PCD), which is featured with two-sided moral concerns
(altruistic motivation vs. deviating from organizational norms), has been widely witnessed in …

Despite the growing interest of marketers and academicians in" other customers" as a
valuable resourceand important social factor in the shared services, marketing literature …

In loyalty program (LP) literature, research on how non-loyalty program members would
react to preferential treatment is scarce. Nested within reactance theory, this paper suggests …

Moving beyond the traditional focus on single service providers and internal service
recoveries, this article extends service failure/recovery research by examining the effect on …

The prior research on unearned preferential treatment has merely focused on its impact on
consumer reactions or firms' performance (eg, customer satisfaction, repurchase intention) …

Unearned preferential treatment has been shown to negatively affect bystander customers
who observe the treatment but do not receive the benefit. In two studies we examine the …

Retailers often delight their customers with surprise offers. Common wisdom would suggest
that this practice is fruitful because customer delight elicits customer reciprocation and …

Tourist incivility exacerbates tension with locals, jeopardizes tourism sustainability, and
tarnishes destination image, prompting investigations into its causes. Leveraging relative …

Watching others receive superior treatment, a phenomenon known as the bystander effect,
typically results in negative customer responses. In contrast, we investigate how to …