This article examines omnichannel redemption options when issuing digital coupons over social media. It investigates which channels or combinations of them provide optimal performance in terms of service-quality perception, customer satisfaction, and revenue. For that purpose, it compares three...

Brands enjoy significant benefits with emersion in emotionally strong relationships. These benefits include positively biased brands perceptions, devaluation of alternatives, true brand loyalty, and positive word-of-mouth communication, among others. The present study investigates the phenomenon...

The satisfaction-trust paradigm has been recently criticized regarding its ability to deliver positive consumer behavioral outcomes. This study argues that -amongst others- a reason for this unpleasant situation may be the failure of service managers to account for non-linearities in the...