It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …

Online review sites provide increasingly important sources of information in tourism product
purchases. We tested experimentally how source, content style, and peripheral credibility …

Our research examines the perceptions and evaluations of prospective customers toward an
online negative review and any accompanying hotel response. The study explores two main …

Studying branding strategies of family firms gives rise to a striking observation: an increasing
number of family firms nowadays communicate the “family” nature of their organizations. We …

The Psychology of Advertising offers a comprehensive exploration of theory and research in
(consumer) psychology on how advertising impacts the thoughts, emotions and actions of …

Drawing on construal level theory, this research proposes that consumers' reliance on price
(vs. feature-specific product attributes) for making quality inferences will be enhanced when …

Consumers increasingly inform one another about marketplace offerings in online review
forums. The authors demonstrate that when given no information about a reviewer (ie, when …

Logos serve a fundamental role as the visual figureheads of brands. Yet, because of the
difficulty of using unstructured image data, prior research on logo design has largely been …

Authenticity judgments involve how individuals distinguish what appears to be real versus
fake, genuine versus phony. In this investigation, we bring authenticity into the laboratory to …

This article analyses the effect of green procurement–the adoption of specific purchasing
environmental policies along the supply chain–on firm's financial performance and the …