Jean-Charles Chebat

TL;DR: In this paper, how positive and negative emotions mediate the effects of justice on loyalty in an actual service recovery situation related to retail banking was studied. And the specific effects of the three dimensions of justice (distributive, interactional and procedural) on the actual loyalty-exit of customers were shown to be quite different from each other.

TL;DR: In this paper, the effect of ambient scents in a shopping mall environment was tested using two competing models: environmental psychology research stream by Mehrabian and Russel (1974) and Donovan and Rossiter (1982) where atmospheric cues generate pleasure and arousal, and, in turn, an approach/avoidance behavior.

TL;DR: In this paper, the authors examined the effects of music on consumers' reactions to waiting for services and found that regardless of its valence, music ameliorated emotional evaluation of the service environment which in turn positively affects approach behavior towards the service organization.

TL;DR: In this paper, a pilot study was conducted to test a hierarchical model in which empowerment of contact personnel is presented as an antecedent condition to role conflict, role ambiguity, adaptability, self-efficacy, and role ambiguity.

TL;DR: In this paper, the authors investigate the moderating effects of ambient odors on shoppers' emotions, perceptions of the retail environment, and perceptions of product quality under various levels of retail density.