European Journal of Marketing: Volume 54 Issue 7

Expanding customer engagement: the role of negative engagement, dual valences and contexts

The purpose of this study is to operationalise and measure the effects of negative customer engagement (CE) in conjunction with positive CE. Both valences are explored through…

The importance of context in understanding football fans’ reactions to corporate stadia naming rights sponsorships

The purpose of this paper is to explore fans’ reactions to corporate naming rights sponsorship of football club stadia and identify a range of contextual factors impacting these…

Lonely heart? Warm it up with love: the effect of loneliness on singles’ and non-singles’ conspicuous consumption

This study aims to examine how loneliness, romantic relationship status (single/non-single) and romantic attachment factors (sociosexual orientation index (SOI), satisfaction with…

Taking measure: the link between metrics and marketing’s exploitative and explorative capabilities

While metrics are becoming increasingly important for marketing’s relevance, there is also a need to understand how they, as enablers of learning, affect marketing’s adaptive…

Employee adaptive and proactive service recovery: a configurational perspective

This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which…

The emotional side of organizational decision-making: examining the influence of messaging in fostering positive outcomes for the brand

Researchers and practitioners have traditionally maintained that organizational buying requires rational decision-making. However, individuals at organizations make decisions…

Internal market orientation adoption and new service development (NSD): gearing up the internal performance of NSD teams

This paper reports on the impact of perceived resource adequacy (PRA) and competence (PRC) on new service development (NSD) teams’ internal performance (IP). This study aims to…

Tailoring service recovery messages to consumers’ affective states

This study aims to propose that providers should tailor recovery responses to consumers’ emotional states to improve evaluations and behavioral intentions.

Proud powerful, grateful powerless: the interactive effect of power and emotion on gift giving

Drawing upon the evolutionary psychology perspective, the current research aims to investigate the conditions under which power (high vs low) and emotion (pride vs gratitude) can…

Familiness, social capital and market orientation in the family firm

This paper aims to analyse if the family influence on the firm and the relational dynamics inside the family and the firm could create specific familiness resources, which lead to…

Brand negativity: a relational perspective on anti-brand community participation

This paper aims to focus on the phenomena of negative brand relationships and emotions to evidence how such relationships transpose into the willingness to participate in…

Repositioning the customer support services: the next frontier of competitive advantage

This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a…

Customer support services’ next horizon: a commentary

Customer support services: more than administrative support – it has to be strategic!

On repositioning customer support services: some food for further thought

The organization of customer support services