Michael Paul

TL;DR: In this paper, the authors investigate the influence of the extent of service employees' display of positive emotions and the authenticity of their emotional labor display on customers' emotional states and subsequently, customers' assessments of the service interaction and their relationship with the service provider.

TL;DR: In this paper, the impact of multichannel assortment integration (full, asymmetrical, no) on patronage intentions and differentiating the impact for retailer types based on substitutive, complementary, and independent assortment relations was investigated.

TL;DR: In this article, a hierarchical classification scheme that organizes repeat purchase drivers into an integrative and comprehensive framework is proposed. But the authors do not consider the drivers of service customers' repeat purchase behavior.

TL;DR: In this article, the authors identify channel-related price differentiation instruments and consider their effects on customer retention and empirically test hypotheses using a laboratory experiment and analytically investigate feasibility conditions.

TL;DR: In this article, the authors investigated two factors influencing customer authenticity perceptions, customer affect and thinking style, which represent feeling and thinking, two key domains of the human mind, and found that customers who experience positive affect perceive positive emotion displays of frontline employees as more authentic, regardless of its objective extent of authenticity.