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Word of mouth Name Distribution Intensity Paper No 1 Scale Smith, D. (1992).

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Brand Preference

Brand Loyalty

Knowledge Equity

Religious Commitment

refinement, and validation of a brief scale for research and counseling, Journal of Counseling Psychology, Vol. 50, pp. 84-96. Complaint behavior 2 Singh, J. (1988), Consumer complaint intentions and behavior: definitional and taxonomical issues, Journal of Marketing, Vol. 52, pp. 93-107. Maheswaran, D. and Sternthal, B. (1990), The effects of knowledge, motivation, and type of message on ad processing and product judgments, Journal of Consumer Research, 17 June, pp. 66-73. Henthorne, T.L., La Tour, M.S. and Nataraajan, R. (1993), Fear appeals in print advertising: an analysis of arousal and ad responses, Journal of Advertising, Vol. 22 No. 2, pp. 59-69. Austin, C.G., Plouffe, C.R. and Peters, C. (2005), Anticommercial consumer rebellion: conceptualisation and measurement journal of targeting, Measurement & Analysis for Marketing, Vol. 14 No. 1, pp. 6278. Same article as well altruistic buying behavior product involvement 5 Zaichkowsky, J.L. (1994), The personal involvement inventory: reduction, revision and application to advertising, Journal of Advertising, Vol. 23 No. 4, pp. 59-69. Same article Ajzen, I. and Fishbein, M. (1980), Understanding Attitudes and Predicting Behavior, Prentice-Hall, Englewood Cliffs, NJ. Same same Same

attitude toward the brand

Attitude toward the iPod ad

anti-commercial consumer rebellion (ACR) scale

Subjective product knowledge Peers influence

5 5

Parents influence Product category Product-personality

5 5 6

congruence Product evaluation User-image congruence Consumer ethnocentrism

6 6 7

Same same Klein, J.G., Ettensen, R. and Morris, M.D. (1998), The animosity model of foreign product purchase: an empirical test in the Peoples Republic of China, Journal of Marketing, Vol. 62, pp. 89-100. Shimp, T.A. and Sharma, S. (1987), Consumer ethnocentrism: construction and validation of the CETSCALE, Journal of Marketing Research, Vol. 24, August, pp. 280-9.

Consumer animosity Product judgment COD and COM images

7 7 8

Same same Martin, I.M. and Eroglu, S. (1993), Measuring a multidimensional construct, country image, Journal of Business Research, Vol. 28 No. 3, pp. 191-210. Dodds, W., Monroe, K. and Grewal, D. (1991), Effects of price, brand and store information on buyers product evaluations, Journal of Marketing Research, Vol. 28 No. 3, pp. 307-20. Skinner, S.J., Gassenheimer, J.B. and Kelley, S.W. (1992), Cooperation in supplier-dealer relations, Journal of Retailing, Vol. 68 No. 2, pp. 174-93. Guiltinan, J.P., Rejab, I.B. and Rodgers, W.C. (1980), Factors influencing coordination in a franchise channel, Journal of Retailing, Vol. 56 No. 3, pp. 41-58. Heide, J.B. and John, G. (1990), Alliances in industrial purchasing: the determinants of joint action in buyer-supplier relationships, Journal of Marketing Research, Vol. 27, pp. 24-36. Heide, J.B. and John, G. (1990), Alliances in industrial purchasing: the determinants of joint action in buyer-supplier relationships, Journal of

perceived product quality

Cooperation.

Coordination

Specific assets

Satisfaction

Trust

Commitment.

Marketing Research, Vol. 27, pp. 24-36. Andaleeb, S. (1996), An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and dependence, Journal of Retailing, Vol. 72 No. 1, pp. 77-93. Zaheer, A., McEvily, B. and Perrone, V. (1998), Does trust matter? Exploring the effects of inter-organisational and interpersonal trust on performance, Organisation Science, Vol. 9 No. 2, pp. 141-59. Morgan, R. and Hunt, S. (1994), The commitment-trust theory of relationship marketing, Journal of Marketing, Vol. 58, pp. 20-38. Anderson, E. and Weitz, B. (1992), The use of pledges to build and sustain commitment in distribution channels, Journal of Marketing Research, Vol. 29, pp. 18-34. Doney, P. and Cannon, J. (1997), An examination of the nature of trust in buyer-seller relationships, Journal of Marketing, Vol. 61, pp. 35-51. Mowen, J., Licata, J. and McPhail, J. (1993), Waiting in the emergency room: how to improve patient satisfaction, Journal of Health Care Marketing, Summer, pp. 26-33. Crosby, L., Evans, K. and Cowles, D. (1990), Relationship quality in services selling: an interpersonal influence perspective, Journal of Marketing, Vol. 54, pp. 68-81. Sharma, N. and Patterson, P. (1999), The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services, Journal of Services Marketing, Vol. 13 No. 2, pp. 151-70. Crosby, L., Evans, K. and Cowles, D. (1990), Relationship quality in services selling: an interpersonal influence perspective, Journal of Marketing, Vol. 54, pp. 68-81. Ganesan, S. (1994), Determinants of long-term orientation in buyer-seller relationships, Journal of Marketing, Vol. 58, pp. 1-19. Crosby, L., Evans, K. and Cowles, D. (1990),

Likeability of the service provider

10

Empathy of the service provider

10

Expertise of the service provider

10

Communication effectiveness of the service provider

10

Trust in the service provider

10

Satisfaction with the service

10

provider

Relationship quality in services selling: an interpersonal influence perspective, Journal of Marketing, Vol. 54, pp. 68-81. Ganesan, S. (1994), Determinants of long-term orientation in buyer-seller relationships, Journal of Marketing, Vol. 58, pp. 1-19. Roberts, K., Varki, S. and Brodie, R. (2003), Measuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, Vol. 37 Nos 1/2, pp. 169-96. Zeithaml, V., Berry, L. and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60, pp. 31-46. Zeithaml, V., Berry, L. and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60, pp. 31-46. Bergeron, J. (2004), Antecedents and consequences of effective listening in buyer-seller relationships, doctoral thesis, Concordia University, Montreal. Saxe, R. and Weitz, B.A. (1982), The SOCO scale: a measure of the customer orientation of salespeople, Journal of Marketing Research, Vol. 19, August, pp. 343-51. Michaels, R.E. and Day, R.L. (1985), Measuring customer orientation of salespeople: a replication with industrial buyers, Journal of Marketing Research, Vol. 22, November, pp. 443-6. Bergeron, J., Ricard, L. and Perrien, J. (2001), Relationship marketing: the role of client knowledge, service quality and expertise, Proceedings of the 9th International Colloquium on Relationship Marketing, Montreal, Canada, pp. 79-91. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), Relationship quality in services selling: an interpersonal influence perspective, Journal of Marketing, Vol. 54 No. 3, pp. 68-81. Lichtenthal, D.J. and Tellefsen, T. (2001), Toward a theory of business buyer-seller similarity, Journal of Personal Selling & Sales Management,

Re-patronage

10

Word-of-mouth recommendation salespersons knowledge of the clients needs customer orientation

10

11

11

expertise

11

internal characteristics

11

similarity

11

purchase intention

11

WOM

11

Trust Relationship quality1

11

Satisfaction Relationship Quality2

11

Vol. 21 No. 1, pp. 1-14. Ramsey, R.P. and Sohi, R.S. (1997), Listening to your customers: the impact of perceived salesperson listening behavior on relationship outcomes, Journal of the Academy of Marketing Sciences, Vol. 25, Spring, pp. 127-37. Bergeron, J., Ricard, L. and Perrien, J. (2001), Relationship marketing: the role of client knowledge, service quality and expertise, Proceedings of the 9th International Colloquium on Relationship Marketing, Montreal, Canada, pp. 79-91. Swan, J.E., Bowers, M.R. and Richardson, L.D. (1999), Customer trust in the salesperson: an integrative review and meta-analysis of the empirical literature, Journal of Business Research, Vol. 44 No. 2, pp. 93-107. Sanzo, M.J., Santos, M.L., Vazquez, R. and A lvarez, L.I. (2003), The effect of market orientation on buyer-seller relationship satisfaction, Industrial Marketing Management, Vol. 32 No. 4, pp. 327-45 Lagace, R.R., Dahlstrom, R. and Gassenheimer, J.B. (1991), The relevance of ethical salesperson behavior on relationship quality: the pharmaceutical industry, Journal of Personal Selling & Sales Management, Vol. 11, Fall, pp. 39-47. Same Same Same Waller, D.S., Fam, K.S. and Erdogan, B.Z. (2002), A cross-cultural comparison of attitudes towards the advertising of controversial products, paper presented at the International Advertising Association (IAA) Regional Educational Conference, Sydney Laroche, M., Bergeron, J. and Forleo, G.B. (2001), Targeting consumers who are willing to pay more for environmentally friendly products, Journal of Consumer Marketing, Vol. 18 No. 6, pp. 503-20.

Actual self image congruity Ideal self image congruity Attitude Offensive advertising

12 12 12 13

consumer values orientation

14

consumer interpersonal influence

14

CEA

14

McCarty, J.A. and Shrum, L.G. (1994), The recycling of solid wastes: personal values, value orientations and attitudes about recycling as antecedents of recycling behavior, Journal of Business Research, Vol. 30 No. 1, pp. 53-62. Bearden, W.O., Netemeyer, R.C. and Teel, J.E. (1989), Measurement of consumer susceptibility to interpersonal influence, The Journal of Consumer Research, Vol. 15 No. 4, pp. 473-81. same

perceived product necessity

14

purchasing of environmentally friendly products

14

ecoliteracy

14

Sharma, S., Shimp, T.A. and Shin, J. (1995), Consumer ethnocentrism: a test of antecedents and moderators, Journal of the Academy of Marketing Science, Vol. 23 No. 1, pp. 26-37. Sharma, S., Shimp, T.A. and Shin, J. (1995), Consumer ethnocentrism: a test of antecedents and moderators, Journal of the Academy of Marketing Science, Vol. 23 No. 1, pp. 26-37. Laroche, M., Bergeron, J. and Forleo, G.B. (2001), Targeting consumers who are willing to pay more for environmentally friendly products, Journal of Consumer Marketing, Vol. 18 No. 6, pp. 503-20. same

Interpersonal influence Normative Informational Value orientation Collectivism Individualism Web Awareness Trust associations Value Associations Value Shopping convenience Value

14

14

same

15 15 15 15 15

Same Same Same Same Same

Breadth and depth Merchandise Value Compensation Brand equity online Brand Equity in Higher Education Customer service in banks Service knowledge Service infrastructure and technology Individualism Sense of Justice Conservatism Attitude Towards Complaining Self-Confidence Product attributes Condition of Goods Attitude Towards Business Physical features of store In-store customer service features store Price and promotion features of products sold in the stores Price in bank Reputation in bank Service quality in bank Advertisement in bank Involuntary factors in bank Distance in bank Switching cost in bank Attitude towards the brand (Ab)

15 15 16 17 17 17 18 18 18 18 18 18 18 18 19 19 19 20 20 20 20 20 20 20 21

Same Same same same same Same Same Same Same Same Same same same same Same same same same Same Same Same Same Same same Gardner, M.P., Mitchell, A.A. and Russo, J.E. (1985), Low involvement strategies for processing advertisements, Journal of Advertising, Vol. 14 No. 2, pp. 412-56. de Run, E. (2004), Unintended Effects of Ethnically Targeted Advertising, University of Otago, Dunedin. de Run, E. (2004), Unintended Effects of Ethnically Targeted Advertising, University of Otago, Dunedin. same

Attitude towards the ad (Aad)

21

E service quality

22

RELQUAL scale customer orientation organizational commitment job satisfaction service recovery performance turnover intention Public relation perception

23 24 24 24 24 24 25

same same same same same same same