ORCID Profile
0000-0002-3328-5669
Current Organisation
Monash University - Caulfield Campus
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Research Topics
In Research Link Australia (RLA), "Research Topics" refer to ANZSRC FOR and SEO codes. These topics are either sourced from ANZSRC FOR and SEO codes listed in researchers' related grants or generated by a large language model (LLM) based on their publications.
Top 4 Research Topics
ANZSRC Field of Research (FoR)
Consumer-Oriented Product or Service Development | Marketing
ANZSRC Socio-Economic Objective (SEO)
Expanding Knowledge in Commerce, Management, Tourism and Services | Teaching and Instruction Technologies |
Related Links
Publications
I implement, they deliberate: The matching effects of point of view and mindset on consumer attitudes
Publisher: Elsevier BV
Date: 02-2022
The effects of entrepreneurial orientation and marketing information on the performance of SMEs
Publisher: Elsevier BV
Date: 07-2007
A re-examination of service standardization versus customization from the consumer's perspective
Publisher: Emerald
Date: 08-02-2016
Abstract: The purpose of this paper is to investigate the pros and cons of service standardization (vs customization) from the consumer’s perspective, the key factors influencing consumers’ preference for standardized (vs customized) services and the outcomes of service standardization (vs customization). The authors conducted a qualitative study and two behavioral experiments to test the hypotheses. The authors find that the advantages of service customization include greater perceived control and higher consumer satisfaction. The drawbacks of service customization include greater perceived risk. These findings also suggest that consumers’ preference for standardized (vs customized) service depends on their consumption goal. Specifically, consumers with a hedonic goal tend to prefer customized services, while those with a utilitarian goal tend to prefer standardized services. These effects are moderated by their need for uniqueness. The qualitative and experimental studies in this research reveal the antecedents (utilitarian vs hedonic goal) on consumer preference for service standardization versus customization, as well as the consequences in terms of perceived risk, consumer satisfaction and perceived control. The experimental studies were conducted with Chinese and American consumers, respectively, which lend credence to the robustness of the findings. Results of the present research provide new insights into service standardization versus customization and have significant practical implications. In particular, service organizations should consider designing the appropriate service mode based on consumers’ characteristics, particularly their consumption goals and their need for uniqueness. If the customers focus on efficiency and functionality, the organization should try to provide standardized services. In contrast, for customers who are seeking fun and a novel experience, the service firm should try to tailor to their hedonic needs. While previous research identifies “heterogeneity” as a key characteristic of services in general, the present findings qualify this received wisdom. In particular, the authors show that consumers’ preference for service standardization versus customization is a function of their consumption goal and need for uniqueness. Thus, the present findings refine the current understanding of service heterogeneity, which makes a significant contribution to the services marketing literature.
Nostalgia and consumer preference for indulgent foods: The role of social connectedness
Publisher: Wiley
Date: 02-02-2018
DOI: 10.1111/IJCS.12419
Customer reactions to service separation
Publisher: SAGE Publications
Date: 03-2010
DOI: 10.1509/JMKG.74.2.55
Taming the blame game: using promotion programs to counter product-harm crises
Publisher: Informa UK Limited
Date: 30-01-2016
Lay theories of medicine and a healthy lifestyle
Publisher: Oxford University Press (OUP)
Date: 06-2010
DOI: 10.1086/649772
Customer participation and well-being: the roles of service experience, customer empowerment and social support
Publisher: Emerald
Date: 25-09-2020
DOI: 10.1108/JSTP-11-2019-0228
Abstract: This research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support. In the contexts of wedding ( n = 623) and tourism services ( n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses. Customer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderated by customer empowerment and social support. Specifically, customer empowerment negatively moderated the relationship between customer participation and their service experience for both services. In addition, the moderating effect of social support on the relationship between customer participation and service experience was positive for the wedding service but negative for the tourism service. The findings imply that firms should encourage customer participation to enhance their service experience and well-being. In addition, the firm could judiciously empower customers by adapting to the level of customer participation. Furthermore, depending on the complexity of the service required to produce the expected service outcomes, the firm may encourage the customers to engage their social network for support. This research uses the service ecosystem perspective to examine the roles of the customer, the firm and the customer's social network in shaping their service experience and well-being for two common and important mental stimulus services, enriching the authors’ understanding on the role mental stimulus services play in enhancing consumers' eudaimonic well-being.
Feeling lucky: How framing the target product as a free gift enhances purchase intention
Publisher: Elsevier BV
Date: 06-2022
Efficiency, effectiveness and productivity of marketing in services
Publisher: Elsevier BV
Date: 04-2006
Customer perceptions of frontline employees’ extra-role helping behaviors
Publisher: Emerald
Date: 02-07-2020
Abstract: Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as providing additional help to customers. The purpose of this study is to investigate how customers’ power distance belief (PDB) influences their perceptions of FLEs’ warmth and competence when FLEs perform extra-role helping behaviors. Four experiments were conducted to test the hypotheses. The first three experiments used a one factor two-level (PDB: low vs high) between-participants design. The fourth one used a 2 (PDB: low vs high) × 2 (firm reputation: low vs high) between-participants design. The results indicate that, compared to high-PDB customers, low-PDB customers perceive greater warmth in FLEs’ extra-role helping behaviors but no significant difference in FLEs’ perceived competence. Importantly, these effects are mediated by customer gratitude. Moreover, these effects are moderated by firm reputation such that customers’ perceptions of FLEs’ warmth and competence are both enhanced when the firm has a favorable reputation. To the best of the authors’ knowledge, the study is the first to identify the differential effects of PDB on customer perceptions of FLEs’ warmth and competence in the context of FLEs’ extra-role helping behaviors and to reveal the mediating role of gratitude. These findings contribute to the literatures on FLEs’ extra-role behaviors and social perceptions of both warmth and competence.
Feeling the values: How pride and awe differentially enhance consumers’ sustainable behavioral intentions
Publisher: Springer Science and Business Media LLC
Date: 18-03-2023
DOI: 10.1007/S11747-023-00928-4
Abstract: Building on prior work examining discrete emotions and consumer behavior, the present research proposes that consumers are more likely to engage in the target sustainable behavior when marketers use an emotional appeal that matches the brand’s expressed values or one that is congruent with consumers’ value priority. In particular, we focus on two contrasting positive emotions—pride and awe. We show that the effectiveness of pride and awe appeals depends on the corresponding human values. Specifically, pride increases sustainable behavior and intentions when the self-enhancement value is prioritized and awe increases sustainable behavior and intentions when the self-transcendence value is prioritized. Importantly, this interaction can be explained by enhanced self-efficacy. We demonstrate these effects across six studies, including a field study. Our findings contribute to a better understanding of sustainable consumption, reconcile prior research, and provide practical guidance for marketers and policy-makers.
Interorganizational exchanges in China: Organizational forms and governance mechanisms
Publisher: Cambridge University Press (CUP)
Date: 03-2010
DOI: 10.1111/J.1740-8784.2009.00148.X
Abstract: This article discusses how organizations exchange with one another in China, focusing on the type of organizational ownership and the form of governance mechanism. The theoretical foundation builds on institutional theory, resource dependence theory, agency theory, and evolutionary theory. Given the three main forms of organizations in China – state-owned enterprises, privately owned enterprises, and foreign-invested enterprises - we show how these organizations choose between two types of governance mechanisms, contracts and guanxi , to manage interorganizational exchanges. We then analyze the possible modes of interaction between organizational forms. We argue that the relative importance of guanxi is likely to decline or that guanxi will shift from being primary in some organizations to complementary in all organizations with the progress of market transition. This conceptual framework is expected to help provide the momentum for further theoretical exploration and empirical study in this area.
Retail customers as partial employees in service provision: a conceptual framework
Publisher: Emerald
Date: 08-2001
DOI: 10.1108/09590550110396944
Abstract: Explores the concept of viewing retail customers as partial employees. When retailers provide services to customers, they tend to rely solely on store employees, missing out on a hidden asset, their customers. When shopping, customers perform two roles: in‐role and extra‐role. The former term refers to the work that a customer has to do when shopping, such as driving to the store. Extra‐role behaviour refers to voluntary behaviour on the part of the customer, e.g. cooperating with employees of the organisation and sharing their positive experiences with other customers. Customers are viewed as “partial employees” due to their participation in supplying labour and knowledge to the service creation process. A conceptual framework to study the phenomenon of using customers as partial employees is proposed and literature from marketing, economics, psychology and organisational behaviour is drawn upon. Research propositions and a future research agenda are advanced.
Perceptions of Culture in Multicultural Space
Publisher: SAGE Publications
Date: 03-2009
Abstract: The present research tests the hypothesis that the copresence of images from two seemingly distinctive cultures (Chinese and American) in the same space increases in iduals' sensitivity to the psychological characteristics of the in-group culture and the tendency to use culture as a schema to organize perceptions. The authors contend that viewing images from Chinese and U.S. cultures simultaneously evokes a culture mind-set. As a consequence, in iduals (from both China and the United States) tend to enlarge the perceived incompatibility between Chinese and U.S. cultures and expect members of the in-group culture to possess culture-typical psychological attributes. In two experiments, one conducted in Beijing, China, and one in the United States, supportive evidence is found for this contention.
A Secure Triple-Key Management Scheme for Wireless Sensor Networks
Publisher: IEEE
Date: 2006
The differential effects of separated vs. unseparated services
Publisher: Emerald
Date: 10-05-2019
DOI: 10.1108/JSTP-04-2018-0097
Abstract: The purpose of this paper is to examine the effects of service separation on perceived value and intention to enroll in the higher education context, as mediated by perceived performance risk and moderated by an in idual’s regulatory focus. Four experimental studies were conducted, a pilot study and three main studies. Participants evaluated higher education courses offered in either the unseparated (on-c us) or separated (online) mode. Results show that: service separation influences perceived value this effect is mediated by performance risk and moderated by regulatory focus. Specifically, participants perceive higher education courses offered in the separated mode to have greater performance risk, which lowers their perceived value. This effect is enhanced for prevention-focused participants and mitigated for promotion-focused participants. Finally, service separation is found to influence intention to enroll in a course via performance risk and perceived value. The findings suggest that higher education providers need to better understand students’ regulatory focus. In particular, online education providers should target potential students who are promotion-focused and implement strategies to reduce performance risk, which would give students greater assurance that the online course will be delivered as promised. The present research is the first to examine the effects of service separation in the context of higher education, which has received relatively little attention in the services marketing literature. In particular, the findings shed new insights on the mechanisms underlying consumer perceptions of separated vs unseparated service offerings, which contribute to research on services marketing and higher education.
Consumer responses to variety in product bundles: The moderating role of evaluation mode
Publisher: Elsevier BV
Date: 12-2013
Consumer Responses to High Service Attentiveness: A Cross-Cultural Examination
Publisher: SAGE Publications
Date: 18-01-2019
Abstract: Although the literature generally indicates that service attentiveness can increase consumer satisfaction, providing extra care and attention in service encounters may backfire and lead to negative consumer outcomes. In addition, because of cross-cultural differences, the effects of high service attentiveness may vary across international markets. The authors conduct a qualitative study, a field experiment, and two laboratory experiments in three countries (Canada, the United States, and China) across various service contexts (hairdressing, telecommunications, and computer repair) to examine cross-cultural consumer responses toward high service attentiveness. Consumers’ negative responses toward high service attentiveness are mediated by their suspicion of ulterior motive, which varies according to their self-construal. Specifically, consumers with an interdependent self-construal (either chronic or primed) tend to have greater suspicion of and negative responses toward high service attentiveness. Furthermore, the effect of interdependent self-construal fostering greater suspicion is attributed to a sharper in-group (vs. out-group) distinction, which is mitigated when the service employee is perceived to be an in-group member. The authors conclude by discussing the theoretical and managerial implications and suggesting future research directions.
The Effects of Advertising and Brand Value on Future Operating and Market Performance
Publisher: Informa UK Limited
Date: 12-2007
The Complexities of Perceived Risk in Cross-Cultural Services Marketing
Publisher: SAGE Publications
Date: 03-2008
Abstract: Previous research has found that cultural differences influence consumer risk evaluation. From a cross-national perspective, the authors explore the in idual and cultural causes, as well as the consequences, of postpurchase personal and nonpersonal risks for a credence service (i.e., insurance). Using survey data from 309 Chinese consumers and 193 Singaporean consumers, the authors find that two cultural dimensions (self-transcendence/self-enhancement versus conservation/openness to change) and in idual contextual factors (involvement and face consciousness) exert differential effects on consumer perceived risk in the two countries. In addition, the authors find that personal and nonpersonal risks have varying levels of impact on perceived value and customer satisfaction in the two countries.
Consumer susceptibility to cross-selling persuasion
Publisher: Elsevier BV
Date: 2017
Do reward programs build loyalty for services?The moderating effect of satisfaction on type and timing of rewards
Publisher: Elsevier BV
Date: 2006
Gimmicky or Effective? The Effects of Imaginative Displays on Customers’ Purchase Behavior
Publisher: SAGE Publications
Date: 16-06-2021
Abstract: Prior research indicates the strategic importance of the store environment in enhancing customers’ shopping experience and their purchase decisions. This article examines the effects of imaginative displays on customers’ purchase behavior. An imaginative display is constructed using multiple units of the same product in a novel or innovative yet aesthetically appealing form, which could be themed (i.e., having a particular shape mimicking an object) or unthemed. Six studies in both lab and field settings show that, relative to standard displays (i.e., non-novel and neutral aesthetics), imaginative displays can increase customers’ purchase behavior and intentions. Importantly, for themed imaginative displays, these effects work through the dual mechanisms of affect-based arousal and cognition-based inferred benefits, which are contingent on congruence between display form and perceived product benefit. Findings from this research not only contribute to the literature on in-store display and store atmospherics but also have significant practical implications for retailers. Specifically, while imaginative displays may appear gimmicky, they can favorably influence customers’ purchase behavior and increase product sales at relatively low costs.
Temporal organisation of the brain's intrinsic motor network: The relationship with circadian phenotype and motor performance
Publisher: Elsevier BV
Date: 05-2021
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
Publisher: Elsevier BV
Date: 09-2020
Retail productivity and scale economies at the firm level: a DEA approach
Publisher: Elsevier BV
Date: 04-2003
Powering Sustainable Consumption: The Roles of Green Consumption Values and Power Distance Belief
Publisher: Springer Science and Business Media LLC
Date: 26-09-2019
Consumer reliance on intangible versus tangible attributes in service evaluation: the role of construal level
Publisher: Springer Science and Business Media LLC
Date: 03-04-2017
Shaping consumer preference using alignable attributes: The roles of regulatory orientation and construal level
Publisher: Elsevier BV
Date: 03-2019
The Effects of R&D and Advertising on Firm Value: An Examination of Manufacturing and Nonmanufacturing Firms
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 02-2005
Integrative responses to culture mixing in brand name translations
Publisher: SAGE Publications
Date: 21-10-2016
Abstract: The present research demonstrates that integrative responses to culture mixing, in the context of Western brand names translated into Chinese, can influence consumer evaluations of the products. Specifically, we examine young, educated Chinese consumers’ evaluations of three types of brand name translation: phonosemantic (culturally mixed), semantic (monocultural), and phonetic (monocultural). Results from two studies show that young, educated Chinese consumers who are highly biculturated (i.e., knowledgeable about Western and Chinese cultures) tend to integrate the autonomy values associated with a phonosemantic brand translation, which in turn lead them to evaluate more favorably culturally mixed phonosemantic (vs. monocultural semantic or phonetic) brand translations. At the in idual level, favorable attitudes toward culture mixing are more likely to emerge among in iduals with a higher (vs. lower) endorsement of autonomy values. At the product level, favorable attitudes toward culture mixing are fostered when consumers encounter products that are higher (vs. lower) in value expressiveness.
The effects of model size and race on Chinese consumers' reactions: A social comparison perspective
Publisher: Wiley
Date: 09-02-2016
DOI: 10.1002/MAR.20864
The effects of employee behaviours on customer participation in the service encounter
Publisher: Emerald
Date: 19-02-2018
Abstract: There is considerable research examining the consequences and contingency factors of customer participation in the service encounter. In comparison, there is disproportionately less research examining the antecedents of customer participation. This paper aims to propose and test an appraisal-emotive framework of the effects of front-line employees’ in-role and extra-role behaviours on customer participation. A survey on 583 customers of retail banks in China has been conducted to test the framework. Structural equation modelling and dominance analysis have been used for hypotheses testing. Employees’ extra-role behaviour (i.e. organisational citizenship behaviour or OCB) has a stronger effect than their in-role behaviour (i.e. role-prescribed behaviour) in inducing customer participation. These effects are mediated by customer emotions. Specifically, the effect of employees’ in-role behaviour on customer participation was mediated by customers’ positive and negative emotions, whereas the effect of employees’ OCB was mediated by customers’ positive emotions but not by their negative emotions. The findings reveal that strategic management of employee behaviours can influence customer participation. While organisations often provide training to enhance employees’ in-role behaviour to deliver service performance, they should also recognise and encourage employees’ OCB as a means of increasing customer participation. In particular, employees who display positive emotions tend to evoke positive emotions in customers, which increase customer participation in the service encounter. To the authors’ knowledge, this is one of the few studies in marketing to examine the differential effects of employees’ in-role and extra-role behaviours on customer participation. Importantly, the findings show that employees’ OCB is not only more effective than employees’ in-role behaviour in influencing customer participation but also these two behaviours have varying effects on customer emotions. These findings are new and contribute to the literatures on customer participation, value co-creation and human resource management.
Technological innovations in grocery retailing: retrospect and prospect
Publisher: Elsevier BV
Date: 04-1998
Culturally Polite Communication: Enhancing the Effectiveness of the Localization Strategy
Publisher: SAGE Publications
Date: 16-12-2020
Abstract: Although global brands entering local markets often use localized communication (i.e., incorporation of local cultural elements in their marketing communications), the fundamental question of when and why the local community would react favorably to this strategy is still not fully answered. This research draws on the communication accommodation theory to address this question. Results from four studies show that local consumers evaluate a global brand less positively when it incorporates high-symbolic (vs. low-symbolic) local cultural elements in its marketing communication. Notably, the positive effect of culturally polite communication on consumers’ evaluations of a global brand occurs only in the local market, but not when the communication occurs in another market. Moreover, localization efforts by a global brand result in a strong localness perception, which has a positive effect on brand evaluation. Indeed, a strong localness perception of the global brand could even overshadow the need for culturally polite communication.
Effects of advertising strategy on consumer-brand relationships: A brand love perspective
Publisher: Springer Science and Business Media LLC
Date: 12-11-2009
Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment
Publisher: Elsevier BV
Date: 10-2009
Other-serving bias in advice-taking: When advisors receive more credit than blame
Publisher: Elsevier BV
Date: 09-2015
Exclusionary Reactions to Foreign Cultures: Effects of Simultaneous Exposure to Cultures in Globalized Space
Publisher: Wiley
Date: 12-2011
How do price fairness perceptions differ across culture?
Publisher: SAGE Publications
Date: 06-2010
Abstract: This research investigates the effects of across-consumer price comparisons on perceived price fairness as a function of culture. Collectivist (Chinese) consumers are more sensitive to in-group versus out-group differences than in idualist (U.S.) consumers. The collectivist perspective orients consumers toward the in-group and heightens concerns about “face” (i.e., status earned in a social network) that arise from in-group comparisons. Process evidence for the causal role of cultural differences derives from manipulated self-construal and measurement of the emotional role of shame evoked by face concerns. Finally, in a robustness test, an alternative operationalization of the in-group/out-group distinction extends the findings to the context of firm relationships.
Online movie ratings: a cross-cultural, emerging Asian markets perspective
Publisher: Emerald
Date: 11-05-2015
Online grocery retailing: success factors and potential pitfalls
Publisher: Elsevier BV
Date: 07-2001
The effect of attribute alignability on service evaluation: The moderating role of uncertainty
Publisher: Oxford University Press (OUP)
Date: 12-2012
DOI: 10.1086/665983
The Differential Effects of Online Peer Review and Expert Review on Service Evaluations
Publisher: SAGE Publications
Date: 03-06-2018
Abstract: The present research investigates the differential effects of online peer review and expert review on consumers’ evaluations of experience and credence services. We propose that these effects are mediated by consumers’ confidence in their service evaluation and moderated by information convergence. We conduct three studies to test our hypotheses. Study 1 shows that consumers evaluate experience (vs. credence) services more favorably when exposed to peer review (vs. expert review). Across the three studies, we show that the interaction effects between information source and service type on service evaluation are mediated by consumer confidence. Importantly, we identify the moderating role of information convergence on these effects (Studies 2 and 3). Convergent positive reviews substantiate the interaction effects between information source and service type on service evaluation. Interestingly, when consumers see mixed information from either similar or different sources, negative expert review has greater influence than negative peer review in lowering consumer confidence and their evaluations of both experience and credence services. These findings contribute to the literature on information processing in the services domain and also have significant practical implications on managing consumer expectations of third-party information.
The Beautiful, the Cheerful, and the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction
Publisher: Wiley
Date: 05-02-2013
DOI: 10.1002/MAR.20599
“Every coin has two sides”: The effects of dialectical thinking and attitudinal ambivalence on psychological discomfort and consumer choice
Publisher: Wiley
Date: 11-10-2017
The classification of distribution channel output: a review
Publisher: Informa UK Limited
Date: 1997
Modelling hybrid distribution channels: a game-theoretic analysis
Publisher: Elsevier BV
Date: 05-2003
Event-marketing and advertising expenditures
Publisher: WARC Limited
Date: 27-10-2018
DOI: 10.2501/JAR-2017-043
Assimilating and Differentiating: The Curvilinear Effect of Social Class on Green Consumption
Publisher: Oxford University Press (OUP)
Date: 10-08-2020
DOI: 10.1093/JCR/UCAA041
Abstract: Building on optimal distinctiveness theory, this research examines the effects of social class on green consumption. Across six studies, we find a curvilinear effect of social class on green consumption, with the middle class having greater propensity for green consumption compared to the lower and upper classes. This effect can be explained by tension between need for assimilation (NFA) and need for differentiation (NFD) that varies among the three social classes in establishing their optimally distinctive identities. The lower class has a dominant NFA, the upper class has a dominant NFD, and the middle class has dual motivation for assimilation and differentiation. Concomitantly, green consumption has the dual function of assimilation and differentiation. The middle class perceives green consumption as simultaneously assimilating and differentiating, which satisfies their dual motivation and enhances their propensity for green consumption. By contrast, the lower class perceives the differentiation function of green consumption as contradicting their dominant NFA, and the upper class perceives the assimilation function as contradicting their dominant NFD, which lower both their propensities for green consumption. Furthermore, these effects are moderated by consumers’ power distance belief. These novel findings have significant theoretical and practical implications on building a more sustainable society.
Brand Concepts as Representations of Human Values: Do Cultural Congruity and Compatibility between values Matter?
Publisher: SAGE Publications
Date: 07-2012
DOI: 10.1509/JM.10.0400
Abstract: Global brands are faced with the challenge of conveying concepts that not only are consistent across borders but also resonate with consumers of different cultures. Building on prior research indicating that abstract brand concepts induce more favorable consumer responses than functional attributes, the authors introduce a generalizable and robust structure of abstract brand concepts as representations of human values. Using three empirical studies conducted with respondents from eight countries, they demonstrate that this proposed structure is particularly useful for predicting (1) brand meanings that are compatible (vs. incompatible) with each other and, consequently, more (less) favorably accepted by consumers when added to an already established brand concept (2) brand concepts that are more likely to resonate with consumers with differing cultural orientations and (3) consumers’ responses to attempts to imbue an established brand concept with new, (in)compatible abstract meanings as a function of their own cultural orientations.
Consumer delight and outrage: Scale development and validation
Publisher: Emerald
Date: 09-11-2015
DOI: 10.1108/JSTP-08-2014-0178
Abstract: – The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage. – The paper used both qualitative, survey, and experiment methodology. – First, develop and validate the scale of customer delight, second, conceptualize the construct of customer outrage, as well as develop and validate its scale third, explore the differential behavioral results of delight vs satisfaction, and outrage vs dissatisfaction and fourth, further our understanding of the satisfaction-dissatisfaction continuum. – While researchers increasingly recognize that delight and outrage are distinct from satisfaction and dissatisfaction, it is important to have scales that differentiate between these constructs. To this end, this paper develops and validates scales to measure consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer delight and outrage in various research contexts.
Touch vs. click: how computer interfaces polarize consumers’ evaluations
Publisher: Springer Science and Business Media LLC
Date: 20-05-2020
Brand value creation: Analysis of the Interbrand-Business Week brand value rankings
Publisher: Springer Science and Business Media LLC
Date: 12-2006
Related Organisations
Related Funding Activities
Discovery Projects - Grant ID: DP140101571
Start Date: 04-2014
End Date: 12-2017
Amount: $195,158.00
Funder: Australian Research Council
View Funded Activity