Asia Pacific Journal of Marketing and Logistics: Volume 34 Issue 3

Revisiting the service recovery paradox in the restaurant industry

Jong-Hyeong Kim, Wenxuan Du, Hyewon Youn

The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have…

Customer engagement on social media, brand equity and financial performance: a comparison of the US and Korea

Jungwon Lee, Cheol Park

The purpose of this paper is to analyze the relationship between customer engagement in social media (CESM), brand equity and corporate performance and investigated whether these…

Thomas Cook(ed): using Altman's z-score analysis to examine predictors of financial bankruptcy in tourism and hospitality businesses

Edmund Goh, Saiyidi Mat Roni, Deepa Bannigidadmath

Financial bankruptcy is inevitable in the tourism and hospitality ecosystem. Despite the pertinence of tourism and hospitality businesses going into bankruptcy, limited studies…

Please do not disturb: the effect of Zero-Contact Marketing on Korean consumers' decision-making process

Arim Park, Hyun Sang An, Ju Myung Song, Christina Chung

This study examines the effectiveness of Zero-Contact Marketing that minimizes contact between employees and consumers in marketplaces by adopting an integrated research framework…

Understanding the antecedents and outcomes of brand community-swinging in a poly-social-media context: a perspective of channel complementarity theory

Junyun Liao, Jiawen Chen, Xuebing Dong

This study aims to examine the increasingly widespread phenomenon of brand community-swinging, which refers to a user's routine use of multiple brand communities of a brand across…

Animosity based on traditional enmity versus other causes

Sara Campo, Maria D. Alvarez

The study aims to investigate the concept of animosity that is based on traditional enmity and that which originates from other grounds. The study examines whether animosity that…

Homo economicus? An investigation of factors influencing perceived comfort of choosing paper-based triple stimulus vouchers

Wee Kheng Tan, Hao-Jen Liang

To alleviate the effects of coronavirus disease 2019 (COVID-19) on the economy, Taiwan introduced a stimulus package in the form of triple stimulus vouchers. Despite intense…

Consumption attitudes and behaviors in Asia: a “discovery-oriented” fresh look

Rajeev Batra, Dongmei Li, Chi-Yue Chiu

This paper aims to identify distinct consumption patterns among Asian consumers and examine how these relate to cultural antecedents and key human values.

Charting sustained usage toward mobile social media application: the criticality of expected benefits and emotional motivations

Xuan Cu Le

Zalo is a Vietnam social media platform attracting over 100 m users worldwide. The work aims to ascertain how to boost users' satisfaction, habit and continuance intention toward…

A dual process on shopping well-being across shopping contexts: the role of shopping values and impulse buying

Ho Trong Nghia, Svein Ottar Olsen, Nguyen Thi Mai Trang

Adopting the duality approach, this study aims to examine cognitive and affective associations between shopping values, impulse buying tendencies and consumer shopping well-being…

Customer segment transition through the customer loyalty program

Makoto Kimura

This study presents the applicability of a model-based approach for loyalty program forecasting using smartphone app in the digital strategy of the retail industry.