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Research article

First published 2009-11

When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

Yany Grégoire, Thomas M. Tripp, Renaud Legoux

Journal of Marketing

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Research article

First published 2025-9

On the Receiving End of Customer Creativity: Insights From Approach-Avoidance and Interpersonal Complementarity Perspectives

Randy Lee, Anthony Klotz, Shawn McClean [...]

Journal of Management

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Research article

First published 2008-08

Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction

Martin Reimann, Ulrich F. Lünemann, Richard B. Chase

Journal of Service Research

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Research article

First published 2022-12

Consumers’ propensity to avoid seeking assistance: Conceptualization and scale development

Marion Sangle-Ferriere, Benjamin G. Voyer

Recherche et Applications en Marketing (English Edition)

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Research article

First published 2023-7

Emerging space tourism business: Uncovering customer avoidance responses and behaviours

Hossein Olya, Heesup Han

Journal of Vacation Marketing

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Research article

First published 2024-3

The Customer Success Community: An Exploration of Nonfirm Epistemic Communities and Their Influence on a New Sales Practice

Roberto Madruga, Bryson Hilton, Hyeyoon Jung [...]

Journal of International Marketing

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Research article

First published 2021-11

Emotional Calibration and Salesperson Performance

Blair Kidwell, Jonathan Hasford, Broderick Turner [...]

Journal of Marketing

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Review article

First published 2011-8

Why Attachment Security Matters

Martin Mende, Ruth N. Bolton

Journal of Service Research

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Research article

First published 2010-9

Cross-Cultural Differences in the Effect of Received Word-of-Mouth Referral in Relational Service Exchange

Jan H. Schumann, Florian v. Wangenheim, Anne Stringfellow [...]

Journal of International Marketing

Open access

Research article

First published 2025-5

Racial Discrimination Against Service Employees: The Influence of Managers and Employees’ Responses

Bongki Woo, Kawon Kim

Cornell Hospitality Quarterly

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