Patrick Van Kenhove

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Undoubtedly, Customer Relationship Management (CRM) has gained its importance through the statement that acquiring a new customer is several times more costly than retaining and selling additional products to existing customers. Consequently, marketing practitioners are currently often focusing on retaining customers for as long as possible. However, recent(More)
into the role of individual difference variables in consumer decision-making processes. Steven Verniers is a research assistant at Ghent University. His research is in the area of consumer ethics and the role of ethical aspects in the consumer decision-making process. Abstract In recent years, Belgium has often been cited in the international press in(More)
The influence of topic involvement on two mail survey response characteristics, response rate and speed of response, was examined in an experimental setting consisting of two phases. Firstly, topic involvement was measured for an on average low involvement, and an on average high involvement topic (fast food and clothing, respectively), for both respondents(More)
The present study investigates the influence of mood on self-referencing. Two alternative explanations regarding self-referencing effects are contrasted. On the one hand, it can be hypothesized that self-referencing is a data-driven, high elaboration, bottom-up process, manifested under conditions of high motivation (e.g. when mood is negative).(More)
In this study, we conducted two experiments to examine the effect of relationship commitment on the reaction of shoppers to receiving too much change, controlled for the amount of excess change. Hypotheses based on equity theory were set up and tested. The first study showed that, when the less committed consumer is confronted with a large excess of change,(More)
This paper investigates the relationship between two outcomes of relationship marketing – affective commitment and behavioral loyalty – and consumers' unethical behavior. The main objective of the study is to assess whether affective commitment and behavioral loyalty to a store translate into more ethical behavior towards that store, controlling for the(More)
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