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For nearly 2 decades, the push-pull-mooring (PPM) model has been used frequently by scholars to explain consumers’ service switching intention and behavior. However, heterogeneity and incomparability between PPM model studies are prevalent issues: The chosen predictor variables, their categorization, their measurement, reported effect sizes, and effect directions vary considerably. By addressing these issues, the present meta-analytical review enables future researchers applying the PPM model to identify relevant variables and use valid measurements.

Based on 148 empirical studies employing the PPM model, the variables used to predict consumers’ service switching intention and behavior, their frequency of use, their categorization into push, pull, and mooring factors, and their measurement are assessed. The effect sizes and directions of the relationships between these variables and consumers’ service switching intention and behavior are analyzed using meta-analytic structural equation modeling. Additionally, the predictive capacity of this model and the influence of moderators are assessed.

Among the 148 empirical studies, 382 different independent variables were used. The three most frequently used and distinctly categorized independent variables are dissatisfaction (push), alternative attractiveness (pull), and switching costs (mooring). Overall, 152 unique sources were cited to measure these variables and the dependent variables. Dissatisfaction and alternative attractiveness increase switching intention, which positively affects switching behavior, while switching costs decrease switching intention. The model explains 30% of the variance in switching intention and 31% of the variance in switching behavior.

This study provides the first meta-analytical review of the PPM model to guide future research systematically.

This study explores the incorporation of prosocial compensation in service recoveries by allowing customers to cocreate the process through compensation choice, explains the underlying mechanism driving these results and identifies a boundary condition for these effects.

Three scenario-based experimental studies are conducted to test the proposed hypotheses.

Incorporating cocreation in a service recovery featuring prosocial compensation can outperform purely financial compensation (i.e. monetary-only) if the customer is given a choice. Moreover, pride is higher for customers who choose prosocial compensation (i.e. donations) as part of a service recovery. These findings are contingent on the firm’s reputation, namely, its corporate social responsibility (CSR) authenticity, such that companies with high (vs low) CSR authenticity perceptions benefit more in terms of enhanced pride given cocreated prosocial recoveries.

Drawing on service-dominant logic and social exchange theory, the findings of this research suggest that incorporating prosocial compensation, an element of CSR, as part of a cocreated service recovery strategy can enhance pride and repurchase intent.

This research demonstrates instances where prosocial compensation can outperform monetary-only compensation, leading to higher repurchase intent, highlighting conditions for this to occur and offering prescriptions for managers to implement these strategies in service recoveries.

Cocreating service recoveries with prosocial compensation, like donations, boosts customer pride and strengthens relationships. Firms with authentic CSR perceptions benefit most, addressing customers’ emotional and economic needs while enhancing community goodwill.

This work uniquely explores the effect of cocreated recoveries using prosocial compensation on pride and repurchase intent.

Interactivity is the key to developing digital branding. However, existing research on brand interactivity outcomes is inconsistent and fragmented, lacking a systematic empirical exploration of its effects on consumer responses in the digital context.

Drawing upon the cognition-affection-conation (CAC) framework as our theoretical compass, a meta-analysis was conducted to synthesize and analyze empirical evidence from 144 samples involving 57,952 participants to assess how and when digital brand interactivity influences consumers’ multilevel responses.

Our narrative unfolds with digital brand interactivity as the catalyst, fostering positive consumer behaviors – brand loyalty and purchase intention – through a sequential dance of cognitive mindset shifts (brand experience, engagement and attitude) and affective resonance (trust and emotional attachment). A moderation analysis adds depth, revealing stronger effects in B2C settings for lesser-known brands with hedonic interaction content and among individuals with a collectivist orientation.

Our findings serve as a roadmap for targeted digital marketing strategies, guiding brands, consumers and contextual aspects to optimize the performance of digital branding by harnessing the full potential of digital interactivity.

This study introduces a framework combining CAC and brand-consumer psychology to understand how interactivity affects consumer responses in digital contexts. It delves into dynamic shifts moderated by brand characteristics, consumer traits and contextual factors, offering a holistic view of digital branding’s impact on interactive marketing.

The study investigates service quality in developing customer loyalty in Ghana’s auto detailing industry. The study also examines how customer satisfaction and service innovation indirectly and positively influence the relationship between service quality and customer loyalty.

A sample of 318 respondents, drawn from a convenience sampling method, was utilised for the analysis. Partial Least Squares (PLS) of Structural Equation Modelling (SEM) technique was used to analyse the data to obtain results.

The study established a significant positive relationship between the tangibility dimension of service quality and customer loyalty; however, this influence is indirect through the mediation effect of customer satisfaction between service innovation and customer loyalty.

The study provides a useful guide for policy formulation and implementation by managers of auto detailing services to enhance customer loyalty as a basis of sustainable business performance.

The study is the first of its kind to investigate the role of service quality and customer loyalty being mediated by service innovation and customer satisfaction in the context of Ghana’s auto detailing industry.

This study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the relationship between perceived EEC and customer emotional attachment (CEA) through the mediating role of service recovery satisfaction (RES). Furthermore, the study examines the moderating impact of service failure severity (SFS) on the relationship between perceived EEC and RES.

A self-administered online survey was carried out to collect data. Using a convenience sampling technique, 195 US consumers were recruited from Prolific Academic. To test the hypotheses, this study employed partial least squares structural equation modeling (PLS-SEM).

According to the analysis, perceived EEC impacts CEA directly and indirectly via RES. Additionally, the study finds that consumers reported feeling more emotionally connected to the restaurant when they were satisfied with service recovery. Finally, the study identified that the connection between perceived EEC and RES increases with service failure severity.

This study emphasizes enhancing EEC through organization-wide training to increase customer satisfaction and emotional attachment to the service organization. Furthermore, it underscores the need for comprehensive employee training to categorize service failure severity and formulate appropriate recovery strategies.

The authors believe this is the first RES study to examine perceived EEC’s effect on CEA. By combining the affect infusion and cognitive appraisal theories to examine recovery satisfaction, this study contributes to the existing body of research on service recovery by shedding light on the relationship between perceived EEC and CEA. Furthermore, the study offers preliminary findings indicating an increase in the impact of perceived EEC on RES during high failure severity (SFS).

Despite the increased retrofitting of Finnish residential buildings, there are limited post-retrofit studies on the actual measured indoor environmental quality (IEQ) and occupant satisfaction during summer-time. This paper provides a better understanding of the actual performance of retrofitted residential apartment buildings in Finland, focusing on some aspects of and the risk of summer overheating through post-occupancy evaluation (POE).

The study used both qualitative and quantitative data collection methods, including satisfaction surveys, indoor air temperature and relative humidity measurements, self-reported behaviour forms, open-ended discussions, and site visits in five apartments in different residential buildings in Tampere city, monitored during the summer-time, for at least 2 weeks at a time.

While occupants were positive regarding most aspects of IEQ, concerns about indoor air quality (IAQ), summer overheating and acoustic comfort were raised. The summer-time monitoring highlighted that indoor air temperatures could reach as high as 27 °C for 2–9 days depending on the monitored apartment. Little cloud cover and warmer outdoor temperatures directly influenced indoor air temperature overheating. For some aspects of the investigated IEQ parameters, it was noted that while occupants’ satisfaction was influenced by the length of their residence, their acceptance of the same conditions remained positive over time (i.e. more than one year) as they adapted over time.

The number of participants and case studies was relatively small due to the well-known difficulty in gaining access to private homes, so the results do not allow generalisation but do provide interesting insights of these specific cases to be validated with future additional research. The short sequential rather than long-term parallel monitoring of the case study apartments was another limitation making comparison between cases and understanding reasons for differences difficult.

Findings highlight the need to maintain the performance of housing in Finland during summer-time. The highlighted subjective issues emphasised in this study underscore the necessity for enhanced pre- and post-retrofit quality processes and the prompt resolution of issues as they arise. The integration of POE studies into all residential construction practices becomes pivotal for the advancement of sustainable homes now, but also in the future, especially when subjected to a warming climate.

This study is among the few POE studies conducted in Finland, offering insights into post-retrofit performance and occupant satisfaction during the summer-time. The study highlights the potential of POE to understand the performance of retrofitted Finnish apartments from a user-centric perspective.

Limited research has espoused a comparative perspective to study social networking sites’ (SNS) use continuance despite most of them being abandoned after initial adoption. Most existing empirical works have been undertaken in western contexts, and they do not consider country-origin influence. Thus, they are of little benefit to global and transnational organizations. Awareness of countries’ similarities and contrasts provides the basis for understanding people’s behaviors in cross-cultural contexts, which can be crucial to ensuring technology acceptance and success, especially in multinational organizations. Our research aims to explain why and how people use SNSs sustainably in the workplace through a model and comparative study.

The theoretical framework was developed to integrate and extend two major behavioral adoption and technology use models in explaining SNS use continuance. This paper collected data through a survey and analyzed it using structural equation modeling through partial least squares (PLS).

One major contribution of this study is to highlight that the users in selected countries are driven strongly by subconscious factors rather than traditional factors based on the system attributes and users’ perceived rationality of continuing to use SNSs.

This paper recommends that the model in this study be tested in other technology environments to evaluate the external validity of the research study. The research was based on an unspecified platform, but each SNS may have its own singularities that should merit further consideration.

This paper will contribute to the literature by integrating and extending two major theoretical frameworks and espousing a cross-national perspective.

This study aims to identify the factors that may account for the intention to use Paytech services within an Islamic context. The authors propose an expanded version of the Technology Acceptance Model (TAM), which includes religiosity (R) and social influence (SI), to develop a causal-predictive analysis.

The research model and hypotheses were assessed using partial least square-structured equation modeling on data collected from 531 potential Paytech users.

The results reveal that religiosity has a more significant direct effect on the intention to use Paytech services than on actual use, while social influence has a more significant direct effect on use than on the intention to use Paytech services.

Cultural differences within the Middle East and North Africa region could influence the acceptance and usage of the new Paytech services.

The valuable insights gained from this study can help Fintech managers, financial institutions and developers of new financial services design effective strategies to encourage user adoption of Paytech services. Companies could prioritize implementing word-of-mouth marketing initiatives to encourage early adopters to recommend the service.

The Paytech services would enable access to financial services for the entire Muslim population regardless of their location, gender or age, thereby fostering financial inclusion.

To the best of the authors’ knowledge, this study is the first to explore the intention to use Paytech services in two Islamic countries: Saudi Arabia and Palestine. From a theoretical perspective, this work contributes to the academic literature by analyzing the mediating effects of two external variables, religiosity and social influence.

This paper aims to study the impact of consumers’ corporate social responsibility (CSR) associations on corporate financial performance and the moderating role of market competition.

The panel data set is analyzed using a random effects regression model. The analyzed data is based on the unique RepZ Responsibility scores published by the global research agency Kantar Millward Brown and contains information about consumer CSR associations.

This study reveals CSR associations' positive, lagged, direct impact on firms’ market value. Market competition moderates this relationship in the way that a company’s market value benefits more from consumers' CSR associations when facing high rather than low market competition.

Consumers' CSR perceptions increase the market value of a company. This effect is intensified when brands are exposed to intense competition, which allows conclusions about CSR as a differentiation strategy to be drawn: To stand out in a competitive market, brands should prioritize improving their CSR associations among consumers to differentiate themselves and increase their market value.

To the best of the authors’ knowledge, this study is the first to test the effect of consumers’ CSR associations on forward-looking financial performance measures. Moreover, by analyzing the moderating effect of market competition on the relationship between CSR associations and firms' market value, this study provides information about the differentiating power of CSR from a brand perspective using a panel-data analysis.