Theory

Information, research, presentations, tools, techniques on Relationship Surplus & related topics – and how to access them.


Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Valarie A. Zeithaml

How Naive Theories Drive Opposing Inferences from the Same Information
Hélène Deval, Susan P. Mantel, Frank R. Kardes, and Steven S. Posavac

Tracking Costs of Time and Money: How Accounting Periods Affect Mental Accounting
Robin L. Soster, Ashwani Monga, and William O. Bearden

The New Science of Pleasure
Daniel L. McFadden

Goal Reversion in Consumer Choice
Kurt A. Carlson, Margaret G. Meloy, and Elizabeth G. Miller

Explanation Fiends and Foes: How Mechanistic Detail Determines Understanding and Preference
Philip M. Fernbach, Steven A. Sloman, Robert St. Louis, and Julia N. Shube

Commitment and Behavior Change: Evidence from the Field
Katie Baca-Motes, Amber Brown, Ayelet Gneezy, Elizabeth A. Keenan, and Leif D. Nelson

The Countability Effect: Comparative versus Experiential Reactions to Reward Distributions
Jingjing Ma and Neal J. Roese

Competing with Privacy
Casadesus-Masanell, Ramon, and Andres Hervas-Drane

Outpacing Others: When Consumers Value Products Based on Relative Usage Frequency
Rebecca W. Hamilton, Rebecca K. Ratner, and Debora V. Thompson

Self-serving Behavior in Price-Quality Competition
Marco Bertini, Daniel Halbheer, and Oded Koenigsberg

Customer Capital
Francois Gourio and Leena Rudanko

Customers with an emotional connection forgive mistakes
Hartmut Wolf

Exploring the Potential Impact of Relationship Characteristics and Customer Attributes on the Outcomes of Third-party Logistics Arrangements
A. Michael Knemeyer and Paul R. Murphy

The theoretical underpinnings of customer asset management: A framework and propositions for future research
Ruth N. Bolton, Katherine N. Lemon, Peter C. Verhoef

When Wanting Is Better than Having: Materialism, Transformation Expectations, and Product-Evoked Emotions in the Purchase Process
Marsha L. Richins

Consumer Behavior: Surpluses & Shortages
Jagdish N. Sheth

A Coal in the Heart: Self-Relevance as a Post-Exit Predictor of Consumer Anti-Brand Actions
Allison R. Johnson, Maggie Matear, Matthew Thomson

Satisfaction with virtual worlds: An integrated model of experiential value
Tibert Verhagen, Frans Feldberg, Bart van den Hooff, Selmar Meents, Jani Merikivi

Social Information in the Retail Environment: The Importance of Consumption Alignment, Referent Identity, and Self-Esteem
Darren W. Dahl, Jennifer J. Argo, and Andrea C. Morales

Consumer Values, Product Benefits and Customer Value: a Consumption Behavior Approach
Albert Wenben Lai

Setting value, not price
Ralf Leszinski and Michael V. Marn

Pricing in a proliferating world
J. Kevin Bright, Dieter Kiewell, and Andrew H. Kincheloe

The power of pricing
Michael V. Marn, Eric V. Roegner, and Craig C. Zawada

The Role of Relationship Norms in Responses to Service Failures
Lisa C. Wan, Michael K. Hui, and Robert S. Wyer Jr.

Bringing Us Together or Driving Us Apart: The Effect of Soliciting Consumer Input on Consumers’ Propensity to Transact with an Organization
Wendy Liu and David Gal

The Customer Relationship Management Process: Its Measurement and Impact on Performance
Werner Reinartz, Manfred Krafft and Wayne D. Hoyer

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