Multichannel presence, boon or curse?: A comparison in price, loyalty, regret, and disappointment

Mookherjee, Satadruta; Lee, Jennifer J.; Sung, Billy

doi:10.1016/j.jbusres.2021.04.041

Cited by 13 publications

(8 citation statements)

References 102 publications

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“…Although regret and disappointment differ in terms of the locus of accountability (Zeelenberg et al , 2000), they both represent consumers’ reactions after making a poor choice (Steffel and Williams, 2018). Regretful customers believe they are responsible for making a poor choice in the presence of better alternatives (Mookherjee et al , 2021; Sameeni et al , 2022) and tend to consider switching as a means of rectifying their decision (Mattila and Ro, 2008; Zeelenberg and Pieters, 2004). Post-decision disappointment, on the other hand, occurs when outcomes fail to meet expectations, regardless of accountability (Steffel and Williams, 2018).…”

Section: Literature Review and Hypotheses’ Developmentmentioning

confidence: 99%

“…Post-decision disappointment, on the other hand, occurs when outcomes fail to meet expectations, regardless of accountability (Steffel and Williams, 2018). To alleviate disappointment, customers may distance themselves from the firm (Haase et al , 2022; Tan et al , 2021) or initiate a relationship with another firm (Luo and Mattila, 2020; Mookherjee et al , 2021). Therefore, both regret and disappointment have been found to be positively associated with SI (Haase et al , 2022; Harrison‐Walker, 2012; Luo and Mattila, 2020; Mookherjee et al , 2021; Zeelenberg and Pieters, 2004).…”

Section: Literature Review and Hypotheses’ Developmentmentioning

confidence: 99%

“…To alleviate disappointment, customers may distance themselves from the firm (Haase et al , 2022; Tan et al , 2021) or initiate a relationship with another firm (Luo and Mattila, 2020; Mookherjee et al , 2021). Therefore, both regret and disappointment have been found to be positively associated with SI (Haase et al , 2022; Harrison‐Walker, 2012; Luo and Mattila, 2020; Mookherjee et al , 2021; Zeelenberg and Pieters, 2004). According to previous studies (Azemi et al , 2020; Barari et al , 2020), customers who have experienced disappointment and regret are likely to share their negative experience with friends and family.…”

Section: Literature Review and Hypotheses’ Developmentmentioning

confidence: 99%

“…Grounded in Mehrabian and Russell's (1974) stimulus-organism-response (S-O-R) framework, we argue that PSCs may evoke NEs, which in turn induce negative behaviors from customers to regulate such emotional imbalance (Bagozzi et al, 1999;Gross, 2015). The literature has found that consumers' NEs mediate the relationship between service failures and their avoidant, retaliatory and switching behaviors (Biraglia et al, 2021;Mookherjee et al, 2021;Sameeni et al, 2022). Furthermore, in the context of service switching, there has been some evidence, although limited, on the mediating role of NEs (i.e.…”

Section: Introductionmentioning

confidence: 99%

“…Prior research suggests that if customers feel captive by their current service provider, then they are prone to experience a wide range of captivity feelings such as anger, disappointment or helplessness (Bunker and Ball, 2008; Furrer et al , 2021; Rayburn et al , 2020). Such feelings can lead to negative behaviors such as NWOM (Chao et al , 2021; Tan et al , 2021; Yin et al , 2022) or switching (Haase et al , 2022; Mookherjee et al , 2021; Roy et al , 2022). Consequently, these behaviors in turn can damage profitability (Jones et al , 2007).…”

Section: Introductionmentioning

confidence: 99%

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Punitive switching costs and behavioral responses in the context of contractual services

Chuang

Dinh

Liu

2023

MRR

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Purpose Contractual services are characterized by features such as termination fees, long-term commitment, and complex terms. When customers find better deals from other providers, they may want to switch, but contractual obligations prevent them from doing so. Thus, this study aims to draw upon the stimulus-organism-response paradigm and theories of emotion regulation to examine how punitive switching costs (PSCs) can evoke negative emotions (NEs) from customers and, consequently, lead to negative behavioral responses in contractual service settings. Design/methodology/approach This study collected data from 395 customers of telecommunications companies, fitness centers, tutoring firms/centers, and house leasing companies in Taiwan. We tested the hypotheses using partial least squares structural equation modeling via SmartPLS 3.0. Findings The results show that NEs partially mediate the relationship between PSC and customers’ switching intention and negative word-of-mouth. This study also finds alternative attractiveness (AA) and service recovery (SR) do not moderate the PSCs–NEs relationship, but AA does directly influence NEs. Originality/value First, this study contributes to the literature on switching costs by exploring how PSC exerts a detrimental impact on behavioral responses. Second, this study adds to the literature on service failures by identifying the mediating role of NEs in such a relationship.

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Section: Literature Review and Hypotheses’ Developmentmentioning

confidence: 99%

Section: Literature Review and Hypotheses’ Developmentmentioning

confidence: 99%

Section: Literature Review and Hypotheses’ Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Punitive switching costs and behavioral responses in the context of contractual services

Chuang

Dinh

Liu

2023

MRR

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Role of Channel Characteristics of the New Retail Model on Brand Loyalty

Wang

2023

Lecture Notes in Business Information Processing

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Digitalization in Italian SMEs: the transformation of marketing channels

Martinelli,

Tunisini

2024

Ital. J. Mark.

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The evolution of marketing channel management and the integration of digital technologies in the overall marketing architecture have been deeply examined in the SME literature. Even if in academia the opportunities of digital in terms of performance, growth, and competitiveness are well recognized, in practice, SMEs are not always ready to fully exploit the potential of new technologies, reshaping their channels’ structure and strategies. In this paper, we display insights into the transformation and management of marketing channels for Italian manufacturing medium-sized enterprises. The study explores if and how “Made in Italy” companies are introducing digital channels in their market strategy, aiming at an omnichannel management perspective. We conduct a two-stage research design involving manufacturing medium-sized enterprises acting in the typical “Made in Italy” sectors: a Grounded Delphi Method with semi-structured interviews and the collection of data by a survey. We contribute to extending prior literature by presenting the enablers and barriers of specific marketing channels in the overall architecture and the main reasons for improving an omnichannel perspective in the perspective of the near future. In particular, the research identifies that Made in Italy medium-sized enterprises rest on decisions about adopting and managing specific channels and developing an omnichannel perspective on firm-specific and owner-managerial factors, while resource-related and environmental factors can be overcome, in particular, thanks to new partners. Based on this analysis, we then recommend specific research avenues to stimulate and advance further investigations.

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Multichannel presence, boon or curse?: A comparison in price, loyalty, regret, and disappointment

Cited by 13 publications

References 102 publications

Punitive switching costs and behavioral responses in the context of contractual services

Punitive switching costs and behavioral responses in the context of contractual services

Role of Channel Characteristics of the New Retail Model on Brand Loyalty

Digitalization in Italian SMEs: the transformation of marketing channels

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