European Journal of Marketing: Volume 54 Issue 4

Customers’ experienced product quality: scale development and validation

Ramesh Roshan Das Guru, Marcel Paulssen

Product quality is a central construct in several management domains. Theoretical conceptualizations of product quality unanimously stress its multidimensional nature. Yet, no…

Compensatory word of mouth as symbolic self-completion: When talking about a brand can restore consumers’ self-perceptions after self-threat

Christina Saenger, Veronica L. Thomas, Dora E. Bock

When consumers experience a self-threat that calls their self-concept into question, the ensuing psychological discomfort motivates them to restore their self-perceptions on the…

Free upgrades with costly consequences: Can preferential treatment inflate customers’ entitlement and induce negative behaviors?

Alexandra Polyakova, Zachary Estes, Andrea Ordanini

Companies often provide preferential treatment, such as free upgrades, to customers. The present study aims to identify a costly consequence of such preferential treatment (i.e…

Promotional phrases as analogical questions: inferential fluency and persuasion

Hsuan-Hsuan Ku, Mei-Ju Chen

As an alternative to straight rhetorical questions, questions using analogies that invite the reader to think about the frame of reference to answer the target have been used in…

Process innovation and performance: the role of divergence

Erik Mooi, John Rudd, Ad de Jong

Process innovation is a key determinant of performance. While extant literature paints a clear picture of the drivers of process innovation, the effect of process innovation on…

Don’t you (forget about me): The impact of out-of-the-channel-loop perceptions in distribution channels

Ce (Jacky) Mo, Ting Yu, Ko de Ruyter

To advance research on channel relationship management, this study aims to test for the impacts of a channel member’s perception of exclusion from a supplier’s distribution…

Comparing consumers’ in-group-favor and out-group-animosity processes within sports sponsorship

Hsin-Chen Lin, Patrick F. Bruning

The paper aims to compare two general team identification processes of consumers’ in-group-favor and out-group-animosity responses to sports sponsorship.

Alternative paradigms for sustainability: a Relational worldview

Ann-Marie Kennedy, Cathy McGouran, Joya A. Kemper

The authors do not claim that the following represents the views of any one tribe but instead the culmination of the academic literature written on the topic. Marketing’s current…

“You really shouldn't have!” Coping with failed gift experiences

Ines Branco-Illodo, Teresa Heath, Caroline Tynan

This paper aims to examine coping approaches used by receivers to deal with failed gift experiences, thereby dealing with misperceptions between givers and receivers that could…

Marketing performance measurement systems and firm performance: Are marketing capabilities the missing links?

Xiaoning Liang, Yuhui Gao

Driven by the growing pressure to justify the contributions of marketing activities, marketers have shown considerable interest in improving their marketing performance…

The role of discrete positive emotions in consumer response to place-of-origin

Ulrich R. Orth, Roberta Carolyn Crouch, Johan Bruwer, Justin Cohen

The purpose of this study is to adopt a functional perspective to integrate and extend three streams of research, the first distinguishing between global affect and discrete…

The effect of complete versus partial observations on service evaluations: Role of need for cognitive closure and compensation type

Marjan Abbasi

The purpose of this paper is to investigate the effect of complete versus partial observations of service failure and recovery. This study also aims at investigating the effect of…