European Journal of Marketing: Volume 56 Issue 1

Status demotion in hierarchical loyalty programs and customers’ revenge and avoidance intentions

Shanta Banik, Yongqiang Gao, Fazlul K. Rabbanee

Status demotion in hierarchical loyalty programs (HLPs) has received considerable academic attention. However, little is known about whether status demotion engenders two widely…

For all to see: social risk and observable complaining on Facebook

Christine Armstrong, Alicia Kulczynski, Stacey Brennan

Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye…

The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement

Cristina Mele, Tiziana Russo-Spena

This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies.

When, for whom and why expanding single-option offerings creates value: locomotion fit from choice between options

Frank Mathmann, Mathew Chylinski

Emerging direct-to-consumer brands offer a single option to consumers before expanding their assortment as the business grows. This provides a counterexample to commonly held…

Modeling multiple forms of consumer animosity through fuzzy-set qualitative comparative analysis

Paolo Antonetti, Danae Manika

Consumer animosity toward a foreign country can affect negatively international brands. Existing international marketing research offers inconsistent accounts of the factors that…

Organizational unlearning, knowledge generation strategies and radical innovation performance: evidence from a transitional economy

Feng Zhang, Chongchong Lyu, Lei Zhu

Empirical results remain unclear as to whether organizational unlearning can improve radical innovation performance. The purpose of this study is to investigate how, and under…

Consumer-dominant social marketing: a definition and explication

Thomas Boysen Anker, Ross Gordon, Nadia Zainuddin

The emerging consumer-dominant logic of marketing captures consumers’ active and primary role in a range of mainstream marketing processes such as branding, product development…

Value cocreation in new service development: a process-based view of resource dependency

Qiang Wang, Ilan Oshri, Xiande Zhao

This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages of a new…

How preexisting beliefs and message involvement drive charitable donations: an integrated model

Eric Van Steenburg, Nancy Spears

The purpose of this paper is to investigate how individuals respond to messages asking for donations in broadcast advertising. It does so by considering both preexisting attitudes…

Boundary spanner closeness to partner firm as relational governance in turbulent versus stable environments

Shaohan Cai, Xiaoyan Wang, Yongchao Ma, Xinyue Zhou, Zhilin Yang

This study aims to explore the overall relationship between a boundary spanner and a partner firm, i.e. boundary spanner closeness to partner firm. Drawing on consumer-service…

A study of incentives in charitable fundraising

Ernan Haruvy, Peter Popkowski Leszczyc

The purpose of this study is to determine how self-driven (intrinsic motivators) and monetary incentives (extrinsic motivators) are mediated by an effort to affect fundraising…