European Journal of Marketing: Volume 58 Issue 4

Designing an empathetic user-centric customer support organisation: practitioners’ perspectives

Jagdish N. Sheth, Varsha Jain, Anupama Ambika

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few…

Turning commitment into performance through buyer dependence: a dual pathway approach

Daniel Padgett, Christopher D. Hopkins, Colin B. Gabler

This paper aims to investigate the interrelated role of relational commitment and dependence as drivers of key performance outcomes. Specifically, the authors provide a conceptual…

The retail environment design (RED) scale: conceptualization and measurement

Julie Steen, Brian N. Rutherford, Barry J. Babin, Joseph F. Hair, Jr.

Design is an important construct in the retail environment literature. Yet, the measures used for design have not followed appropriate scale development procedures. The purpose of…

The influence of network understanding on value creation in business relationships

Kristin B. Munksgaard, Morten H. Abrahamsen, Kirsten Frandsen

This study aims to investigate how companies’ understanding of the business network influences the creation of value in business-to-business relationships. The authors do this by…

Multichannel relational communication strategy: does one-sized strategy fit all customers?

Carla Ramos, Adriana Bruscato Bortoluzzo, Danny P. Claro

This study aims to capture how the association between a multichannel relational communication strategy (MRCS) and customer performance is contingent upon such customer…

Designing for identity: how and when brand visual aesthetics enable consumer diasporic identity

Mark Buschgens, Bernardo Figueiredo, Janneke Blijlevens

This paper aims to investigate how and when visual referents in brand visual aesthetics (i.e. colours, shapes, patterns and materials) serve as design applications that enable…

Retweet to donate? Cause-related marketing in the era of social medialization

Shinhye Kim, Melanie Bowen, Xiaohan Wen

The objectives of this study are threefold: to delineate the phenomenon of “You Share, We Donate” (YSWD) campaigns and what distinguishes them from sales-based cause-related…

The effect of sponsored video customization on video shares: the critical moderating role of influencer and brand characteristics

Li Chen, Yiwen Chen, Yang Pan

This study aims to empirically test how sponsored video customization (i.e. the degree to which a sponsored video is customized for a sponsoring brand) affects video shares…

How social media usage and the fear of missing out impact minimalistic consumption

Fang-Chi Lu, Jayati Sinha

This study aims to examine the influence of social media usage (SMU) on minimalist consumption and how the fear of missing out (FoMO) underlies this effect.

A social norms-based framework for understanding and predicting giver-recipient discrepancies in gift selection

Julian Givi, Jeff Galak

The gift-giving literature has documented several cases in which givers and recipients do not see eye-to-eye in gift-giving decisions. To help integrate this considerable segment…

A meta-analytic integration of the theory of planned behavior and the value-belief-norm model to predict green consumption

Charles Jebarajakirthy, Achchuthan Sivapalan, Manish Das, Haroon Iqbal Maseeh, Md Ashaduzzaman, Carolyn Strong, Deepak Sangroya

This study aims to integrate the theory of planned behavior (TPB) and the value-belief-norm (VBN) theory into a meta-analytic framework to synthesize green consumption literature.