Olfactory marketing has been increasing its presence in commercial environments in recent years thanks to its influence on perceptions, evaluations, and behaviour. However, the number of scientific studies on the issue is limited, and this is even more true for nonprofit environments. The aim of this experiment is to provide empirical answers about the influence of smell on the evaluation and behavior of the consumer of nonprofit services, specifically the museum consumer. For this purpose, an experiment was carried out at the González Santana Museum over four weeks in March and April 2017, during which three rooms in the museum were filled with scents considered to be congruent. The results obtained from the MANCOVA analysis demonstrate scent having a significant influence on perceptions and evaluations, as well as on the intentions to revisit the institution, and significant repercussions for management and researching can be derived from this.

Purpose There are numerous studies on satisfaction, but not enough on dissatisfaction when its consequences can be harmful. This study aims to examine different unsatisfactory situations during customer–supplier relationships in industrial markets combining the appraisal theory with the critical incident technique to identify potential problems and strategies to minimize their effect. Design/methodology/approach This research follows an exploratory qualitative approach based on 18 in-depth interviews with managers from business-to-business firms. The information obtained was object of a textual and conceptual analysis using the analytical software ATLAS TI 9.0. Findings The results show that negative cognitions have greater influence than negative emotions, and those dissatisfied customers may respond by expressing complaints, ending transactional relationships, reporting the other party legally, asking for explanations or continuing commercial relationships, even though they are dissatisfied. This will depend on the severity of the critical incident and the negative cognitions and emotions perceived. Proactivity and understanding of this situation will allow for understanding what specific actions to take to resolve conflicts and mitigate the negative effects among the parties. Originality/value This paper focuses on dissatisfaction, instead of satisfaction, in industrial markets through the appraisal theory. Furthermore, it applies the critical incident technique to understand the cognitions and emotions related with dissatisfaction in the commercial relationships. Finally, it provides ideas on what are the main source of dissatisfaction and how to manage them to anticipate and better manage those incidents.

Despite its effects on organisations, dissatisfaction is an under‐researched topic in management. This research provides a model built upon evaluation theory that helps to understand the motives, negative emotions, confrontation strategies and legitimacy when consumers are not satisfied with the services given. This model is tested in a sample of 844 people using structural equation modelling. The research findings show the impact of reputation and identification in dissatisfaction and the importance of managing dissatisfaction to improve trust and loyalty. Managers can use these results to development strategic plans and marketing strategies in order to attract and retain more consumers.

Over the past 50 years, the American Behavioral Scientist has become one of the most representative journals within the social and behavioral sciences field. The journal has disseminated large amounts of knowledge, which has increased the complexity of having a global picture of its contributions. The aim of this research is to identify and visualize the intellectual structure of this journal in order to appreciate the changes that have taken place over the five decades since its establishment. Following a bibliometric methodology, the most active research areas of the journal, the main contributors, knowledge sources, dissemination paths, as well as the emerging tendencies are identified within this article.

No abstract