Although word-of-mouth (WOM) activity has been studied as an outcome variable of other constructs such as satisfaction, less attention has been given to the antecedents and moderators of WOM when considering WOM as a central construct. Hence, we propose a model of WOM antecedents and moderators using a meta-analytic review. The results show that all antecedents have significant effects on WOM activity, with customer commitment showing the strongest effect. The following hypotheses are also supported: (1) WOM valence is a significant moderator, (2) cross-sectional studies show a stronger influence of satisfaction and loyalty on WOM activity than longitudinal studies, and (3) studies of WOM behavior show a weaker link between loyalty and WOM activity than studies of WOM intentions. In addition, we show that satisfaction has a stronger relationship with positive WOM than loyalty, whereas (dis)loyalty has a stronger relationship with negative WOM than does (dis)satisfaction. We discuss this finding based on the different natures of positive and negative WOM.

The Service Recovery Paradox (SRP) has emerged as an important effect in the marketing literature. However, empirical research testing the SRP has produced mixed results, with only some studies supporting this paradox. Because of these inconsistencies, a meta-analysis was conducted to integrate the studies dealing with the SRP and to test whether studies' characteristics influence the results. The analyses show that the cumulative mean effect of the SRP is significant and positive on satisfaction, supporting the SRP, but nonsignificant on repurchase intentions, word-of-mouth, and corporate image, suggesting that there is no effect of the SRP on these variables. Additional analyses of moderator variables find that design (cross-sectional versus longitudinal), subject (student versus nonstudent), and service category (hotel, restaurant, and others) influence the effect of SRP on satisfaction. Finally, implications for managers and directions for future research are presented.

PurposeThe purpose of this research is to propose and test a model that integrates the main predictors of consumers' attitude and behavioral intentions toward counterfeits; to help companies understand the main factors influencing consumer behavior toward counterfeits and create effective anti‐piracy strategies.Design/methodology/approachAn integrated model is proposed following the studies by Ang et al. and Huang et al. A survey with 400 consumers was conducted in the Brazilian market and the Structural Equation Modeling technique was used to test the hypothesized relationships.FindingsThe main contribution of the paper is to show that consumer intentions to buy counterfeited products are dependent on the attitudes they have toward counterfeits, which in turn are more influenced by perceived risk, whether consumers have bought a counterfeit before, subjective norm, integrity, price‐quality inference and personal gratification. The paper reinforces the mediator role of attitude in the relationship between these antecedents and behavioral intentions. Moreover, previous experience with counterfeits consumption does not have a direct effect on behavioral intentions, but only an indirect effect through attitude.Practical implicationsThe paper contributes to inform policy makers and managers of brands about the main predictors of consumer's attitudes toward counterfeits. In this way, ads intended to discourage consumption of counterfeits could use the perceived risk as the main message appeal.Originality/valueThis paper investigates the key antecedents and consequences of consumer attitudes toward counterfeits by integrating and testing two recent models dealing with this subject in the marketing literature.

RESUMOO estudo do comportamento do consumidor tem sido um tema em destaque tanto no meio acadêmico quanto no empresarial. De acordo com a Teoria do Comportamento Planejado (TPB -Theory of Planned Behavior), o comportamento humano individual é uma função da intenção de comportamento. Esta intenção, no entanto, depende de outros três quesitos: da combinação das atitudes e a influência que as crenças comportamentais exercem sobre elas, das normas subjetivas e da percepção individual sobre o comportamento percebido. Adicionalmente, os padrões de consumo de alimentos estão mudando rapidamente, e ocorre uma rápida expansão do consumo de alimentos orgânicos no mundo, bem como o aumento do interesse pelos processos de compra e consumo deste tipo de produto. Assim, este estudo propõe como contribuição teórica a replicação do modelo da TPB no contexto brasileiro. Para tanto, realizouse uma pesquisa tipo survey com 446 consumidores de tomates orgânicos em dois canais de distribuição de produtos orgânicos (supermercado e feira ecológica) na cidade de Porto Alegre. Os dados foram analisados através de técnicas estatísticas univariadas e multivariadas, tais como a modelagem de equações estruturais. O modelo foi validado parcialmente, apresentando bons índices de ajuste. Os resultados indicam que as atitudes e o controle percebido influenciam significativamente a intenção de consumo, mas os construtos incerteza percebida e norma subjetiva não apresentaram efeito significativo na intenção de compra. Os resultados revelaram características do comportamento do consumidor de produtos orgânicos e permitiram a validação do modelo no contexto do consumo de alimentos orgânicos no Brasil.Palavras-chave: alimentos orgânicos, comportamento do consumidor, Teoria do Comportamento Planejado. ABSTRACTConsumer behavior has been an important topic in academic studies as well as for companies' strategies. According to the Theory of Planned Behavior (TPB), human behavior is grounded on three constructs: (i) behavioral beliefs, (ii) normative beliefs, and (iii) control beliefs. It is widely recognized that patterns of food consumption have undergone rapid change over the past few years as a result of concerns about environmental sustainability, development, nutritional aspects and also health issues. This study examines the motivations behind the consumer's