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Consumers routinely experience service failures in their daily lives. Research regarding such service failures has primarily focused on characteristics of and actions taken by the service provider and has thus far overlooked the role that consumers' own cognitions might play in determining their behavioral responses to service failures. In particular, emotional resilience—or the ability to rebound...
Despite the ubiquity of multitasking, prior research has ignored potential carryover effects of concurrent task performance on the way individuals interpret subsequent consumption behaviors and decisions. This study evinces that extensive use of updating, an executive function central to multitasking and necessary for construing actions abstractly, reduces the likelihood that it will be used on subsequent...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.