ALBERT

Notes: Managers know that customers' overall service quality perception and positive behavioral intentions toward the service provider are influenced strongly by effective complaint management. In this paper, we provide and test an explanation for how complaint management influences overall service quality perception and behavioral intentions. The implications of our model provide more focused guidance on complaint behavior management. It is suggested, based on our research, that service delivery and communications be used to emphasize a firm's strengths. Thus complaint management should also result in reinforcing the strengths of the firm and not just in covering up or fixing its problems. Finally, we wish to emphasize that customer expectations themselves change within the encounter itself and play a key role in the perception of service quality. Thus, the focus during service delivery should also concentrate on reinforcing customer expectations on the strengths of the service provider.

Notes: Purpose - To provide an explicit model to address the relationships between the structural characteristics of a network and the diffusion of innovations through it. Further, based on the above relationships, this research tries to provide a way to infer diffusion curve parameters (innovation coefficient and imitation coefficient) from network structure (e.g. centralization). Design/methodology/approach - Based on the network and innovation literatures, we develop a model explicitly relating the structural properties of the network to its innovation and imitation potential, and in turn to the observed diffusion parameters (innovation and imitation coefficients). We first employ current theoretical and empirical results to develop postulates linking six key network properties to innovation and imitation outcomes, and then seek to model their effects in an integrative manner. We argue that the innovation and imitation potentials of a network may be increased by strategically re-designing the underlying network structure. We validated the model by searching the published empirical literature for available published data on network properties and innovation and imitation coefficients. Findings - We validated the model by searching the published empirical literature for available published data on network properties and innovation and imitation coefficients. The results reported from various relevant research papers support our model. Practical implications - This research shows that the innovation and imitation potentials of a network may be increased by strategically re-designing the underlying network structure; hence, provide guidelines for new product managers to enhance the performance of innovative products by re-design the underlying network structure. Originality/value - The model developed in this paper is a breaking through result of synthesizing various traditions of diffusion research, ranging from anthropology and economics to marketing which were developed independently. The research explicitly modeled the diffusion process in terms of the underlying network structure of the relevant population allowing managers and researchers to directly link the diffusion parameters to the structural properties of the network. By doing so, it added value by making it possible to infer diffusion potential from directly measurable network properties. Vis-à-vis the network diffusion literature in particular, we added value by "unpacking" the diffusion process into innovation and imitation processes that form the building blocks of contagion. Moreover, we developed a holistic structural model of network diffusion which integrates the several network properties that have hitherto been studied separately.

Notes: This paper deals with the issue of mood effects on perceived transaction value in the context of price promotions. Specifically, mood states appear to bias evaluation and judgments in mood congruent direction. Based on Grewal et al.'s model and mood congruent effects, we propose that when encountering price promotions, buyers in a positive mood, as opposed to buyers in a negative mood, will perceive a greater transaction value. Moreover, we hypothesize that the effect of advertised selling price on perceived transaction value is likely to be moderated by buyers' mood states. Our results support these hypotheses. In addition, we also find asymmetric moderating effects on discount levels in positive mood state vs. in negative mood state. Managerial implications and future research directions are also discussed.