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The importance of developing and maintaining enduring relationships with customers of service businesses is generally accepted in the marketing literature. A key challenge for researchers is to identify and understand how managerially controlled antecedent variables influence important relationship marketing outcomes (e.g., customer loyalty and(More)
The Internet makes it possible for consumers to obtain electronic word of mouth from other consumers. Customer comments articulated via the Internet are available to a vast number of other customers, and therefore can be expected to have a significant impact on the success of goods and services. This paper derives several motives that explain why customers(More)
With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms' success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees'(More)
A key issue for marketers resulting from the dramatic rise of social media is how it can be leveraged to generate value for firms. Whereas the importance of social media for brand management and customer relationship management is widely recognized, it is unclear whether social media can also help companies market and sell products. Extant discussions of(More)
Hierarchical loyalty programs award elevated customer status (e.g., " elite membership ") to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of such customer demotion on loyalty intentions toward the firm.(More)
We examine the relative roles of marketing actions and product quality in determining commercial success. Using the motion picture context, in which product quality is difficult for consumers to anticipate and information on product success is available for different points in time, we model the effects of studio actions and movie quality on a movie's sales(More)
Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional(More)
Recommender systems are intended to assist consumers by making choices from a large scope of items. While most recommender research focuses on improving the accuracy of recommender algorithms, this paper stresses the role of explanations for recommended items for gaining acceptance and trust. Specifically, we present a method which is capable of providing(More)
(CinemaxX AG), for their support of this research project. We are also grateful to Matthias Bode for his thorough review of an earlier version of this article as well as to three anonymous reviewers of the Academy of Marketing Science Review and especially its editor, Joe Cote, for several important comments. EXECUTIVE SUMMARY The identification of factors(More)