The Year 2023 in Thirteen Leading Journals: A Bibliography of Research in the Area of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Authors

  • Charles D. Stevens North Dakota State University, USA

Abstract

A detailed search was conducted to create a bibliography of articles that should prove useful to researchers that are conducting research in areas related to the mission of the Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior (JCS/D&CB). The abstracts of articles published during 2023 in thirteen leading marketing-related journals were searched for a list of key terms related to the mission of the JCS/D&CB. This effort resulted in a bibliography of 162 entries.

References

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Afonso Vieira, V., Wolter, J. S., Falcão Araujo, C., & Saraiva Frio, R. (2023). What makes the corporate social responsibility impact on Customer–Company identification stronger? A meta-analysis. International Journal of Research in Marketing, 40(2), Article 2. https://doi.org/10.1016/j.ijresmar.2022.09.002

Agnihotri, A., Bhattacharya, S., & Gupta, S. (2023). Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior? Journal of Business Research, 165, 114027. https://doi.org/10.1016/j.jbusres.2023.114027

Akrout, H., & Mrad, M. (2023). Measuring brand hate in a cross-cultural context: Emic and Etic scale development and validation. Journal of Business Research, 154, 113289. https://doi.org/10.1016/j.jbusres.2022.08.053

Alberhasky, M., & Raghunathan, R. (2023). Skills make you happy: Why high (vs. low) skill activities make consumers happier, yet they don’t choose them. Psychology & Marketing, 40(10), Article 10. https://doi.org/10.1002/mar.21886

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Ali, F., El-Manstrly, D., & Abbasi, G. A. (2023). Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives. Journal of Business Research, 166, 114138. https://doi.org/10.1016/j.jbusres.2023.114138

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Al-okaily, N. S., Alzboun, N., Alrawadieh, Z., & Slehat, M. (2023). The impact of eudaimonic well-being on experience and loyalty: A tourism context. Journal of Services Marketing, 37(2), Article 2. https://doi.org/10.1108/JSM-08-2021-0282

AlRabiah, S., Marder, B., Marshall, D., & Angell, R. (2022). Too much information: An examination of the effects of social self-disclosure embedded within influencer eWOM campaigns. Journal of Business Research, 152, 93–105. https://doi.org/10.1016/j.jbusres.2022.07.029

Alvarez, C., David, M. E., & George, M. (2023). Types of Consumer-Brand Relationships: A systematic review and future research agenda. Journal of Business Research, 160, 113753. https://doi.org/10.1016/j.jbusres.2023.113753

Arthur, J. B. (2023). Public announcements of employee recognitions from customers and customer satisfaction: Longitudinal effects in the healthcare context. Journal of Business Research, 157, 113568. https://doi.org/10.1016/j.jbusres.2022.113568

Ashtar, S., Yom-Tov, G. B., Rafaeli, A., & Wirtz, J. (2023). Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction. Journal of Service Research, 10946705231194076. https://doi.org/10.1177/10946705231194076

Bambauer-Sachse, S., & Young, A. (2023). Consumers’ Intentions to Spread Negative Word of Mouth About Dynamic Pricing for Services: Role of Confusion and Unfairness Perceptions. Journal of Service Research, 10946705231190871. https://doi.org/10.1177/10946705231190871

Bargoni, A., Kliestik, T., Jabeen, F., & Santoro, G. (2023). Family firms’ characteristics and consumer behaviour: An enquiry into millennials’ purchase intention in the online channel. Journal of Business Research, 156, 113462. https://doi.org/10.1016/j.jbusres.2022.113462

Barhorst, J. B., Krey, N., & McLean, G. (2023). Exploring mental time travel experiences and their influence on behavioral intentions and learning. Psychology & Marketing, 40(8), Article 8. https://doi.org/10.1002/mar.21828

Bauer, B. C., Carlson, B. D., & Arnold, M. J. (2023). Deciphering consumer commitment: Exploring the dual influence of self‐brand and self‐group relationships. Psychology & Marketing, 40(12), Article 12. https://doi.org/10.1002/mar.21901

Bazi, S., Filieri, R., & Gorton, M. (2023). Social media content aesthetic quality and customer engagement: The mediating role of entertainment and impacts on brand love and loyalty. Journal of Business Research, 160, 113778. https://doi.org/10.1016/j.jbusres.2023.113778

Béal, M., Suri, A., Nguyen, N., Grégoire, Y., & Sénécal, S. (2022). Is service recovery of equal importance for private vs public complainers? Journal of Business Research, 153, 392–400. https://doi.org/10.1016/j.jbusres.2022.08.049

Belhadi, A., Kamble, S., Benkhati, I., Gupta, S., & Mangla, S. K. (2023). Does strategic management of digital technologies influence electronic word-of-mouth (eWOM) and customer loyalty? Empirical insights from B2B platform economy. Journal of Business Research, 156, 113548. https://doi.org/10.1016/j.jbusres.2022.113548

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Bordian, M., Gil-Saura, I., & Šerić, M. (2023). The impact of value co-creation in sustainable services: Understanding generational differences. Journal of Services Marketing, 37(2), Article 2. https://doi.org/10.1108/JSM-06-2021-0234

Borghi, M., Mariani, M. M., Vega, R. P., & Wirtz, J. (2023). The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors. Psychology & Marketing, 40(11), Article 11. https://doi.org/10.1002/mar.21903

Bozkurt, S., Welch, E., Gligor, D., Gligor, N., Garg, V., & Gopalakrishna Pillai, K. (2023). Unpacking the experience of individuals engaging in incentivized false (and genuine) positive reviews: The impact on brand satisfaction. Journal of Business Research, 165, 114077. https://doi.org/10.1016/j.jbusres.2023.114077

Bruckberger, G., Fuchs, C., Schreier, M., & Osselaer, S. M. J. V. (2023). Retailing Groundedness: How to improve customer experience, brand perceptions, and customer loyalty through feelings of groundedness. Journal of Retailing, 99(4), Article 4. https://doi.org/10.1016/j.jretai.2023.11.004

Burchett, M. R., Murtha, B., & Kohli, A. K. (2023). Secondary Selling: Beyond the Salesperson–Customer Dyad. Journal of Marketing, 87(4), Article 4. https://doi.org/10.1177/00222429221138302

Byun, K.-A., Hong, J., & William James, K. (2023). When does a goal-appeal match affect consumer satisfaction? Examining the work and play context. Journal of Business Research, 158, 113666. https://doi.org/10.1016/j.jbusres.2023.113666

Caruelle, D., Lervik-Olsen, L., & Gustafsson, A. (2023). The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter. Journal of Retailing, 99(2), Article 2. https://doi.org/10.1016/j.jretai.2023.03.003

Casidy, R., Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2022). Customer brand engagement and co-production: An examination of key boundary conditions in the sharing economy. European Journal of Marketing, 56(10), Article 10. https://doi.org/10.1108/EJM-10-2021-0803

Cenophat, S., Eisend, M., Bayón, T., & Haas, A. (2023). The Role of Customer Relationship Vulnerability in Service Recovery. Journal of Service Research, 10946705231195008. https://doi.org/10.1177/10946705231195008

Chang, Y., Li, X., & Wang, X. (2023). Walls have ears: Word‐of‐mouth diffusions in targeted promotions decrease targeted customer retention. Psychology & Marketing, 40(12), Article 12. https://doi.org/10.1002/mar.21915

Chatzipanagiotou, K., Azer, J., & Ranaweera, C. (2023). E-WOM in the B2B context: Conceptual domain, forms, and implications for research. Journal of Business Research, 164, 113957. https://doi.org/10.1016/j.jbusres.2023.113957

Chaudhuri, R., Apoorva, A., Vrontis, D., Siachou, E., & Trichina, E. (2023). How customer incivility affects service-sector employees: A systematic literature review and a bibliometric analysis. Journal of Business Research, 164, 114011. https://doi.org/10.1016/j.jbusres.2023.114011

Chen, R. R., Gerstner, E., Halbheer, D., & Roma, P. (2023). Managing service shutdowns: Cash refunds or vouchers? International Journal of Research in Marketing, 40(2), Article 2. https://doi.org/10.1016/j.ijresmar.2022.11.002

Chen, R., Yuan, R., Huang, B., & Liu, M. J. (2023). Feeling warm or skeptical? An investigation into the effects of incentivized eWOM programs on customers’ eWOM sharing intentions. Journal of Business Research, 167, 114178. https://doi.org/10.1016/j.jbusres.2023.114178

Chen, X., Huang, M., Yu, Z., & Cai, W. (2023). I personally like it: Preference for minority endorsement in the early stage of the consumer decision journey. Psychology & Marketing, 40(8), Article 8. https://doi.org/10.1002/mar.21833

Chou, C. Y., Leo, W. W. C., Tsarenko, Y., & Chen, T. (2023). When feeling good counts! Impact of consumer gratitude and life satisfaction in access-based services. European Journal of Marketing, 57(2), Article 2. https://doi.org/10.1108/EJM-08-2021-0655

Colicev, A., & De Bruyn, A. (2023). The spillover effects of positive and negative buzz on brand attitudes. European Journal of Marketing, 57(9), Article 9. https://doi.org/10.1108/EJM-01-2022-0044

Costa, C., & Azevedo, A. (2023). Antecedents and consequences of the “cancel culture” firestorm journey for brands: Is there a possibility for forgiveness? Journal of Marketing Management, 1–24. https://doi.org/10.1080/0267257X.2023.2266465

Crosby, L. A., & Ghanbarpour, T. (2023). The Drucker intangibles measurement system: An academic perspective. Journal of Business Research, 155, 113452. https://doi.org/10.1016/j.jbusres.2022.113452

Cuesta-Valiño, P., Gutiérrez-Rodríguez, P., Núnez-Barriopedro, E., & García-Henche, B. (2023). Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context. Journal of Business Research, 156, 113475. https://doi.org/10.1016/j.jbusres.2022.113475

Danaher, T. S., Danaher, P. J., Sweeney, J. C., & McColl-Kennedy, J. R. (2023). Dynamic Customer Value Cocreation in Healthcare. Journal of Service Research, 109467052311617. https://doi.org/10.1177/10946705231161758

Danatzis, I., & Möller-Herm, J. (2023). Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It. Journal of Service Research, 26(3), Article 3. https://doi.org/10.1177/10946705221150441

De Mesquita, J. M. C., Shin, H., Urdan, A. T., & Pimenta, M. T. C. (2023). Measuring the intention-behavior gap in service failure and recovery: The moderating roles of failure severity and service recovery satisfaction. European Journal of Marketing, 57(7), Article 7. https://doi.org/10.1108/EJM-03-2022-0235

Delre, S. A., & Luffarelli, J. (2023). Consumer reviews and product life cycle: On the temporal dynamics of electronic word of mouth on movie box office. Journal of Business Research, 156, 113329. https://doi.org/10.1016/j.jbusres.2022.113329

Dhakate, N., & Joshi, R. (2023). Classification of reviews of e-healthcare services to improve patient satisfaction: Insights from an emerging economy. Journal of Business Research, 164, 114015. https://doi.org/10.1016/j.jbusres.2023.114015

Dineva, D., & Daunt, K. L. (2023). Reframing online brand community management: Consumer conflicts, their consequences and moderation. European Journal of Marketing, 57(10), Article 10. https://doi.org/10.1108/EJM-03-2022-0227

Disse, I. K., & Becker-Özcamlica, H. (2022). The effects of employee behavior in sustainable service organizations. Journal of Services Marketing, 36(8), Article 8. https://doi.org/10.1108/JSM-05-2021-0156

Djelassi, S., & Cambier, F. (2023). Creative crowdsourcing: Understanding participation barriers and levers from a heterogeneous crowd perspective. Journal of Marketing Management, 39(7–8), Article 7–8. https://doi.org/10.1080/0267257X.2022.2131884

Dong, M., & Saini, R. (2023a). Listening to strangers more than friends: How recommendations from close- (vs distant-) others influence consumption. European Journal of Marketing, 57(5), Article 5. https://doi.org/10.1108/EJM-11-2021-0841

Dong, M., & Saini, R. (2023b). Positive Polly or Debbie Downer? How Social Exclusion Affects Consumer’s Online Information Sharing. Journal of Business Research, 166, 114126. https://doi.org/10.1016/j.jbusres.2023.114126

D′Souza, C., Kappelides, P., Sithole, N., Chu, M. T., Taghian, M., & Tay, R. (2023). Learning self-efficacies influence on e-servicescapes: Rethinking post-pandemic pedagogy. Journal of Services Marketing, 37(5), Article 5. https://doi.org/10.1108/JSM-05-2022-0179

Dwivedi, Y. K., Balakrishnan, J., Baabdullah, A. M., & Das, R. (2023). Do chatbots establish “humanness” in the customer purchase journey? An investigation through explanatory sequential design. Psychology & Marketing, 40(11), Article 11. https://doi.org/10.1002/mar.21888

Erdoğan, H. H., & Enginkaya, E. (2023). Exploring servicescape experiences across museum types. Journal of Services Marketing, 37(6), Article 6. https://doi.org/10.1108/JSM-03-2022-0111

Ertz, M., Boily, É., Sun, S., & Sarigöllü, E. (2022). Role transitions at the prosumer level: Spillover effects in the collaborative economy from an interactive marketing perspective. European Journal of Marketing, 56(10), Article 10. https://doi.org/10.1108/EJM-10-2021-0828

Feng, W., Yang, M. X., & Yu, I. Y. (2023). From devil to angel: How being envied for luxury brand social media word of mouth discourages counterfeit purchases. Journal of Business Research, 165, 113919. https://doi.org/10.1016/j.jbusres.2023.113919

Filieri, R., Acikgoz, F., & Du, H. (2023). Electronic word-of-mouth from video bloggers: The role of content quality and source homophily across hedonic and utilitarian products. Journal of Business Research, 160, 113774. https://doi.org/10.1016/j.jbusres.2023.113774

Filieri, R., Acikgoz, F., Li, C., & Alguezaui, S. (2023). Influencers’ “organic” persuasion through electronic word of mouth: A case of sincerity over brains and beauty. Psychology & Marketing, 40(2), Article 2. https://doi.org/10.1002/mar.21760

Flacandji, M., Cusin, J., & Lunardo, R. (2023). When and why signaling frontline employee inexperience can prove to be an asset: Effects on consumer forgiveness for service failure. Psychology & Marketing, 40(12), Article 12. https://doi.org/10.1002/mar.21897

Fu, X., Pang, J., & Gursoy, D. (2022). Effects of online commercial friendships on customer revenge following a service failure. Journal of Business Research, 153, 102–114. https://doi.org/10.1016/j.jbusres.2022.08.014

Garnelo-Gomez, I., Money, K., & Littlewood, D. (2022). From holistically to accidentally sustainable: A study of motivations and identity expression in sustainable living. European Journal of Marketing, 56(12), Article 12. https://doi.org/10.1108/EJM-03-2020-0226

Garner, D., Tatara, J. H., & Jha, S. (2023). Good morning, sunshine: How time‐of‐day of complaint submittal can affect customer satisfaction with company response time. Psychology & Marketing, mar.21950. https://doi.org/10.1002/mar.21950

Gelbrich, K., Kerath, A., & Chun, H. H. (2023). Matching digital companions with customers: The role of perceived similarity. Psychology & Marketing, 40(11), Article 11. https://doi.org/10.1002/mar.21893

Gelbrich, K., Voigt, S., & Nazifi, A. (2023). Remedy management for product recalls in the automotive industry: How car dealers should time the repair and communicate its outcome. Journal of Business Research, 167, 114173. https://doi.org/10.1016/j.jbusres.2023.114173

Gómez‐Rico, M., Santos‐Vijande, M. L., Molina‐Collado, A., & Bilgihan, A. (2023). Unlocking the flow experience in apps: Fostering long‐term adoption for sustainable healthcare systems. Psychology & Marketing, 40(8), Article 8. https://doi.org/10.1002/mar.21824

Groth, M., & Esmaeilikia, M. (2023). The impact of emotional labor strategy order effects on customer satisfaction within service episodes. European Journal of Marketing, 57(12), Article 12. https://doi.org/10.1108/EJM-09-2021-0679

Guha Majumder, M., Dutta Gupta, S., & Paul, J. (2022). Perceived usefulness of online customer reviews: A review mining approach using machine learning & exploratory data analysis. Journal of Business Research, 150, 147–164. https://doi.org/10.1016/j.jbusres.2022.06.012

Güntürkün, P., Haumann, T., Edinger-Schons, L. M., & Wieseke, J. (2023). How attributions of coproduction motives shape customer relationships over time. Journal of the Academy of Marketing Science, 51(5), Article 5. https://doi.org/10.1007/s11747-022-00910-6

Gvili, Y., & Levy, S. (2023). I Share, Therefore I Trust: A moderated mediation model of the influence of eWOM engagement on social commerce. Journal of Business Research, 166, 114131. https://doi.org/10.1016/j.jbusres.2023.114131

Haase, J., Wiedmann, K.-P., & Labenz, F. (2022). Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands. Journal of Business Research, 152, 1–16. https://doi.org/10.1016/j.jbusres.2022.07.036

Hammedi, W., Leclercq, T., & Steils, N. (2023). Gamification Myopia: Satiation Effects in Gamified Activities. Journal of Service Research, 10946705231190873. https://doi.org/10.1177/10946705231190873

Henkel, L., & Toporowski, W. (2023). Once they’ve been there, they like to share: Capitalizing on ephemerality and need for uniqueness to drive word of mouth for brands with pop-up stores. Journal of the Academy of Marketing Science, 51(6), Article 6. https://doi.org/10.1007/s11747-022-00861-y

Honora, A., Memar Zadeh, M., & Haggerty, N. (2023). The bittersweet of consumer–human brand relationships in the social media context. Psychology & Marketing, mar.21932. https://doi.org/10.1002/mar.21932

Hyun, S., Kim, J. M., & Liu, Y. (2023). Equal gains and pains? Analyzing corporate financial performance for industrial corporate social performance leaders and laggards. Journal of Business Research, 155, 113414. https://doi.org/10.1016/j.jbusres.2022.113414

Ifie, K. (2023). How and when does top management interaction with customers impact customer satisfaction? European Journal of Marketing, 57(5), Article 5. https://doi.org/10.1108/EJM-11-2021-0832

Jaspers, E. D. T., Pandelaere, M., Pieters, R. G. M., & Shrum, L. J. (2023). Materialism and life satisfaction relations between and within people over time: Results of a three‐wave longitudinal study. Journal of Consumer Psychology, 33(3), Article 3. https://doi.org/10.1002/jcpy.1350

Junaid, M., Fetscherin, M., Hussain, K., & Hou, F. (2022). Brand love and brand addiction and their effects on consumers’ negative behaviors. European Journal of Marketing, 56(12), Article 12. https://doi.org/10.1108/EJM-09-2019-0727

Kamran-Disfani, O., Bagherzadeh, R., Bhattarai, A., Farhang, M., & Scheer, L. K. (2023). Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers. Journal of Service Research, 26(4), Article 4. https://doi.org/10.1177/10946705221141923

Kassemeier, R., Haumann, T., & Güntürkün, P. (2022). Whether, when, and why functional company characteristics engender customer satisfaction and customer-company identification: The role of self-definitional needs. International Journal of Research in Marketing, 39(3), Article 3. https://doi.org/10.1016/j.ijresmar.2021.08.002

Keiningham, T., Aksoy, L., Buoye, A., Yan, A., Morgeson, F. V., Woodall, G., & Larivière, B. (2023). Customer Perceptions of Firm Innovativeness and Market Performance: A Nation-Level, Longitudinal, Cross-Industry Examination. Journal of Service Research, 10946705231220463. https://doi.org/10.1177/10946705231220463

Kim, H.-J., & Han, S. M. (2023). Uncovering the reasons behind consumers’ shift from online to offline shopping. Journal of Services Marketing, 37(9), Article 9. https://doi.org/10.1108/JSM-02-2023-0060

Kopalle, P. K., Pauwels, K., Akella, L. Y., & Gangwar, M. (2023). Dynamic pricing: Definition, implications for managers, and future research directions. Journal of Retailing, 99(4), Article 4. https://doi.org/10.1016/j.jretai.2023.11.003

Krallman, A., Barnes, D. C., Lastner, M. M., & Collier, J. E. (2023). You can’t touch this: Driving purchase justification for hedonic online purchases. Journal of Business Research, 155, 113436. https://doi.org/10.1016/j.jbusres.2022.113436

Kronrod, A., Gordeliy, I., & Lee, J. K. (2023). Been There, Done That: How Episodic and Semantic Memory Affects the Language of Authentic and Fictitious Reviews. Journal of Consumer Research, 50(2), Article 2. https://doi.org/10.1093/jcr/ucac056

Lages, C. R., Perez-Vega, R., Kadić-Maglajlić, S., & Borghei-Razavi, N. (2023). A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework. Journal of Business Research, 161, 113779. https://doi.org/10.1016/j.jbusres.2023.113779

Landers, V. M., Gabler, C. B., Hardman, H. E., & Northington, W. M. (2023). Can you ask “too much” of your customers? Journal of Services Marketing, 37(4), Article 4. https://doi.org/10.1108/JSM-10-2021-0394

Le, N.-H., Mai, M.-Q. T., & Pham, T.-A. (2023). Understanding how mindfulness sustains customer cocreation effort and transforms service value to well-being. Journal of Services Marketing, 37(2), Article 2. https://doi.org/10.1108/JSM-03-2022-0107

Lee, C. T., & Pan, L.-Y. (2023). Resistance of facial recognition payment service: A mixed method approach. Journal of Services Marketing, 37(3), Article 3. https://doi.org/10.1108/JSM-01-2022-0035

Leo, W. W. C., Laud, G., & Chou, C. Y. (2023). Digital transformation for crisis preparedness: Service employees’ perspective. Journal of Services Marketing, 37(3), Article 3. https://doi.org/10.1108/JSM-07-2021-0249

Li, X. (Shirley), Si, W., & Chan, K. W. (2024). Virtual agents that flatter you: Moderating effects of self‐esteem and customization target in e‐customization services. Psychology & Marketing, 41(2), Article 2. https://doi.org/10.1002/mar.21943

Lin, C.-Y., & Chou, E.-Y. (2022a). Investigating the role of customer forgiveness following a double deviation. Journal of Services Marketing, 36(8), Article 8. https://doi.org/10.1108/JSM-04-2021-0112

Lin, C.-Y., & Chou, E.-Y. (2022b). Stepping up, stepping out: The elderly customer long-term health-care experience. Journal of Services Marketing, 36(8), Article 8. https://doi.org/10.1108/JSM-05-2021-0161

Lindsey‐Hall, K. K., Jaramillo, S., Baker, T. L., & Bachrach, D. G. (2023). An examination of frontline employee–customer incidental similarities in service failure and recovery contexts. Psychology & Marketing, 40(6), Article 6. https://doi.org/10.1002/mar.21809

Liu, D., Zhao, Y., Wang, G., Schrock, W. A., & Voorhees, C. M. (2023). Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective. Journal of Service Research, 10946705231194006. https://doi.org/10.1177/10946705231194006

Lteif, L., Rubin, D., Ball, J., & Lamberton, C. (2023). There’s not much to tell: The impact of emotional resilience on negative word‐of‐mouth following service failure. Psychology & Marketing, 40(9), Article 9. https://doi.org/10.1002/mar.21856

Lu, L., Xu, P., Wang, Y.-Y., & Wang, Y. (2023). Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms. Journal of Business Research, 169, 114298. https://doi.org/10.1016/j.jbusres.2023.114298

Luan, J., Filieri, R., Xiao, J., & Sun, Y. (2023). Consumer–brand relationships and social distance: A construal level theory perspective. Psychology & Marketing, 40(7), Article 7. https://doi.org/10.1002/mar.21818

Lunardo, R., Cusin, J., & Flacandji, M. (2023). A time(ly) perspective of the service recovery paradox: How organizational learning moderates follow-up recovery effects. Journal of Business Research, 166, 114088. https://doi.org/10.1016/j.jbusres.2023.114088

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2024-05-08