Patricia Rossi

Editor

Marketing at the Confluence

between Entertainment

and Analytics

Proceedings of the 2016

Academy of Marketing Science (AMS)

World Marketing Congress

Volume 1

Contents for Volume 1

Special Session: Customer Experience 1 Ciaire Roederer

Branding Strategy Development Through Knowledge Creation: A Structured Abstract 7 Popy Rufaidah

Exploring the Role of Brand Equity and R&D as Drivers of Product Innovation and Market Performance: An Abstract 13 Nebojsa S. Davcik, Piyush Sharma, and Nicholas Grigoriou

Does It Pay Off to Sustain a Brand? A Meta-analysis of the Relationship Between Intellectual Capital and the Financial Performance of the Firm 15 Elisabeth Albertini and Fabienne Berger-Remy

National-Regional Diversification Strategy and Export Performance: An Extended Abstract 29 Itzhak Gnizy, John W. Cadogan, Joäo S. Oliveira, and Asmat Nizam

Cross-Functional Dispersion of Export Marketing Decision-Making and Export Performance: A Study of UK Firnis—An Abstract 35 Joäo S. Oliveira, Itzhak Gnizy, John W. Cadogan, and Asmat Nizam

Betrayal Intention in International Business Relationships: Temporal and Contractual Moderating Effects (An Abstract) 37 Leonidas C. Leonidou, Bilge Aykol, Thomas A. Fotiadis, and Paul Christodoulides

Stability and Multinational Flexibility as Drivers of Export Performance: An Abstract 39 Tsipora Ehrlich and Aviv Shoham

xvii

Contents for Volume 1

Special Session: Evolution of the Luxury Industry in a Digital World 41 Alice Bertrand, Corine Cohen, Patsy Perry, Gwarlann de Kerviler, and Ralf Wagner

Generation Y Travelers' Intentions to Book Airbnb Accommodation: AnAbstract 43 Suzanne Amaro, Luisa Andreu, and Shenhua Huang

Commercial Weight Loss Programs Changing Eating Behaviors for Good 45 Joy Parkinson, Sharyn Rundle-Thiele, and Margaret Allman-Farinelli

How Sharing Meals Influences Nutritional RLsk Taking: An Extended Abstract 57 Marie-Eve Laporte

Exploring How Young Consumers' Processing Snack Packaging Cues: An Extended Abstract 61 Khanyapuss Punjaisri and David Harness

Segmenting Small Business Customers: The Role of Socially Related Traits—An Abstract 67 Shaked Gilboa and Tali Seger Guttman

Strategie Management of Brand Heritage: Two Positioning Perspectives—Abstract 69 Fabien Pecot and Virginie De Barnier

Strengthening the Position of Ernsting Offering Through Decoys: An Extended Abstract 71 Marvyn Boatswain and Stavros Kalafatis

The Role of Corporate Social Responsibility in Influencing Brand Loyalty: Evidence from the Ghanaian Telecommunication Industry 77 Prince Kodua and Priscilla Mensah

Omni Channel Retailing: Knowledge, Challenges, and Opportunities for Future Research 91 Fanjuan Shi

Consumers' Multi-Channel Shopping Experiences in the UK Grocery Sector: Purchase Behaviour, Motivations and Perceptions: An Extended Abstract '03 Patricia Harris, Helen Robinson, Francesca Dall'Olmo Riley, and Chris Hand

Understanding the New Online Customer Journey: The Multichannel E-Commerce Framework—An Abstract 109 Gerhard Wagner, Hanna Schramm-Klein, Sascha Steinmann, and Gunnar Mau

Contents for Volume 1 xix

Impact of M Commerce Website Design on Consumers' Behavioral Intentions: An Empirical Study of Age as a Moderating Influence 111 Jean-Eric Pelet, Basma Taieb, Monia Massarini, Norchene Ben Dahmane Mouelhi, Prashant Mishra, Zaid Mohammad Obeidat, and Joanna Zukowska

Fight Fire with Fire: Using One Stereotype to Overcome Another via Contingency Information (Extended Abstract) 125 Julian K. Saint Clair, Mitchell Hamilton, and Delancy Bennett

Rethinking Consumer Vulnerability Through a Multidisciplinary Approach: An Extended Abstract 131 Sonja Prentovic and Wided Batat

Political Ideology and Consumer Reactions to Corporate Tax Strategies: An Extended Abstract 137 Paolo Antonetti and Mattia Anesa

Reproduction of Gender Ideology Through Russian Consumer Culture: The Case of Iconography of the 'Mother' in Russia, an Extended Abstract 141 Lilit Baghdasaryan, Shona Bettany, Richard West, and Alison Rieple

Consumption-Related Coping Strategies of Low-Income Consumers: A Literature Review 147 Shereen Mahmoud El-Shennawy Ghanem, Nadia EL-Aref, and Omneya Mokhtar Yacout

From Bourdieu to Lahire: A Necessary Turnaround to Understand Comic Book Consumption? An Extended Abstract 161 Caterina Trizzulla

Seif-Inte rested Motives of Prosocial Behaviors: The Case of Charitable Giving (An Extended Abstract) 167 Etienne Denis

The Interaction Effect of Service Employees' Emotion Display and Gender on Customer Response«: The Service Environmente Role (An Abstract) 173 Verena Hofmann and Nicola Stokburger-Sauer

Queer Citizenship Branding: Brand Opportunities and Risks of Social Movements (An Extended Abstract) 175 Signe Elisabeth Holm and Kirk Plangger

From Pacifists to Activists: What Do Consumers Risk When They Fight Against Brands (Extended Abstract) 181 Marine Cambefort and Elyette Roux

XX Contents for Volume 1

Consumers' Responses to Doppelganger Brand Images: Destabilising Brand Authenticity (An Extended Abstract) 187 Zoe Lee

How Self-Construals Moderate the Self-Congruity Effect: A Cross National Study (Abstract) 193 Hector Gonzalez-Jimenez, Fernando Fastoso, and Kyoko Fukukawa

The Effects of Individualism and Collectivism on Brand Page Fans: A Study of Young US and Chinese Consumers—An Abstract 195 Alexander Muk, Christina Chung, and Jonghoon Kim

A New Cultural Lens to Unpack Idiosyncratic Business Behaviors: An Abstract 197 Xin Yang

Dollar Smart and Penny Foolish? How Culture Affects Price Cognition: An Abstract 199 Lingjiang Tu and Chris Pullig

Challenging Challenge: The Ambivalent Impact of Challenge on Intrinsic Motivation Effectiveness in Digital Co-Creation 201 Frank Huber, Frederik Meyer, Eva Appelmann, and Cecile Kornmann

Exploration of Engagement Mechanics Düring Value Co-creation Processi The Case of Gamification in a New Product Development Platform (Extended Abstract) 215 Thomas Leclercq, Ingrid Poncin, and Wafa Hammedi

Creative Contests: Knowledge Generation and Underlying Learning Dynamics for Idea Generation (An Abstract) 221 Nadia Steils and Salwa Hanine

Examining the Role of Consumer Autonomy in Co-Production Platforms: An Extended Abstract 223 Triparna Gandhi, Liliana Bove, and Anish Nagpal

Investigating the Role of Power and Willpower in Service Failures: An Extended Abstract 229 Agung Sembada, Yelena Tsarenko, and Dewi Tojib

Must Service Recovery Justice Lead to Customer Satisfaction? The Moderating Effects of Cultural Variables 235 Joseph L.M. Lee, Noel Y.M. Siu, and Tracy J.F. Zhang

Customer Responses to Service Failure in Direct and Indirect Harm Context: An Abstract 247 Hyunju Shin and Riza Casidy

The Two Types of Consumer Anger: An Extended Abstract 249 Paolo Antonetti

Contents for Volume 1 xxi

Cause-Related Marketing and Shareholder Value: An Event Study Analysis (Extended Abstract) 255 Parker Woodroof, George Deitz, and Katharine Howie

Self-Interested Motivations of Charitable Giving: An Exploratory Analysis (An Extended Abstract) 261 Etienne Denis and Claude Pecheux

Do Personal Values Differentiale Support for Charitable Causes? An Abstract 267 Timothy M. Daly, Joanne Sneddon, Julie Anne Lee, and Geoffrey Soutar

The Good Life: Exploring Value Creation and Destruction in Consumer Well-Being (An Extended Abstract) 269 Kendali Dent, Nadia Zainuddin, and Leona Tarn

The Role of Product Innovation in Marketing Performance: Empirical Study in FMCG Market (An Abstract) 273 Nebojsa S. Davcik and Piyush Sharma

Adoption of Proximity M-Payment Services: Perceived Value and Experience Effect (An Abstract) 275 Gwarlann de Kendler, Nathalie T.M. Demoulin, and Pietro Zidda

Patent Analysis as a Measure of Innovation in Retail Settings: Some Preliminary Evidence 277 Stefano Sorace, Eleonora Pantano, Constantinos-Vasilios Priporas, and Gianpaolo Iazzolino

Effects of Retail Innovation and Image on "Value-Satisfaction-Loyalty" Chain 285 Beatriz Moliner-Veläzquez, Maria Fuentes-Blasco, David Servera-Frances, and Irene Gil-Saura

Human vs. Synthetic Recommendation Agents' Voice: The Effects on Consumer Reactions 301 Emna Cherif and Jean-Fra^ois Lemoine

Using Infomercials to Communicate About CSR: A Way to Enhance Credibility? An Abstract 311 Catherine Janssen, Valerie Swaen, and Pauline Munten

The Role of Respect in Science Communication and Knowledge Transfer: An Abstract 313 Maureen Bourassa, Raissa Graumans, and Loleen Berdahl

On the Effectiveness of CSR Communication: The Roles of Ethical Labels, Prior CSR Record, and Consumer Skepticism (An Abstract).... 315 Valerie Swaen, Catherine Janssen, and Shuili Du

xxii Contents for Volume 1

Consumers' Perceptions of and Responses to Advertising Creativity: An Abstract 317 P. Demir, J. El-Murad, and L. Mai

Communicating Customer Empowerment Strategies to Nonparticipants: An Investigation of the Mechanisms and Conditions Impacting the Affective Reactions Toward the Brand and the Brand Relationship (Extended Abstract) 319 Fanny Cambier

Special Session: Culture, Socialization and Publishing: Journal Requirements and Issues that Reduce the Value of Empirical Insights 327 Barry J. Babin, David J. Grünau, Stephanie Slater, John B. Ford, and Catherine Frethey-Bentham

Investigating Political Brand Image and Reputation with Qualitative Projective Techniques 329 Louise Spry, Christopher Pich, and Guja Armannsdottir

Creating and Developing Local Political Brand Identity: A Constituency Focus 339 Christopher Pich, Guja Armannsdottir, and Louise Spry

An Extensive Glance at Luxury Research Domain 2000-2014: A Bibliometric Analysis—Extended Abstract 347 Farhad Aliyev, Taylan Ürkmez, and Ralf Wagner

Purchase Intention of the Genuine Luxury Brand in Presence of Counterfeiting 353 Siham Mourad and Pierre Valette-Florence

Chinese Students' Knowledge and Attitudes of Environmentally and Socially Sustainable Apparel and Sustainable Apparel Purchase Intentions: An Abstract 363 Lauren Reiter and Joy Kozar

Does New Product Combinations AfTordance Make Their Categorization Easy for Us? An Abstract 365 Dhouha El Amri

Managing Successful NPD Relationships: An Abstract 367 Gerard A. Athaide and Richard Klink

Innovation-Driven Marketing 369 Eleonora Pantano

Creative Power of Fashion that's Unique for Yourself yet Identifiable for Others: An Abstract 381 Sanyoung Hwang, Nara Youn, and Min Jung Koo

Contents for Volume 1 xxiii

Does the Endorser's Smile in Destination Ads Affect Consumer Response? The Case of Strong Versus Weak Destination Brands: An Abstract 383 Verena Hofmann, Lisa Schoner-Schatz, and Nicola Stokburger-Sauer

Modeling the Antecedents and Effects of Integrated Marketing Communication (IMC) in the Hospitality Industry: An Extended Abstract 385 Lucia Porcu, Salvador del Barrio-Garcfa, and Juan Miguel Alcäntara-Pilar

Motivations for E-Cigarette Use Among Young Adults: An Abstract 391 Janet Hoek and Pamela Ling

Understanding the Relationship Between Smoking and Place in Private Shared Spaces Through the Lens of Place Attachment: An Extended Abstract 393 Sara Parry and Louise Hassan

Levels and Correlates of Awareness of Point-of Purchase Tobacco Displays and Advertising 399 Abraham K. Brown

Influence of Market Orientation on Absorptive Capacity: On the Bright and Dark Sides of Customer Participation in New Product Development—An Abstract Todd Morgan, Sergey Anokhin, and Joakim Wincent

The Market Orientation of Micro-organizations: An Abstract Niki Hynes and Barbara Caemmerer

Customer Orientation and Firm Performance: Do Different Measures Lead to Different Results? An Abstract Dahan Gavriel and Shoham Aviv

The Influence of Organic Groceries Placement Decisions on Retail Store Consumers' Shopping Behavior: An Abstract Maria Schwabe and Gianfranco Walsh

What Makes Retailers Shop at Small Retailers? An Extended Abstract 421 Halene Yildiz and Sandrine Heitz-Spahn

Role of Marketing and Technological Innovation on Satisfaction and Word of Mouth in Retailing 425 Maria Fuentes-Blasco, Beatriz Moliner-Veläzquez, David Servera-Francds, and Irene Gil-Saura

Toward a Qualitative Understanding of Consumers' Drivers of FMCG Retail Patronage: An Extended Abstract 441 Julien Troiville and Gerard Cliquet

413

415

417

419

xxiv Contents for Volume 1

What Do We Mean by "Sustainability Marketing?" An Abstract 447 Joya A. Kemper and Paul W. Ballantine

Consumers' Eco-Friendly Choices in the South African White Goods Industry: An Abstract 449 Nadine Sonnenberg, Alet Erasmus, and Adre Schreuder

Is It Really Worthwhile for a Brand to Eliminate Overpackaging? New Insights from Context Effects: An Abstract 451 Elisa Monnot, Fanny Reniou, Beatrice Parguel, and Leila Elgaieed

The Infiuence of Vaiue Perceptions and Country Origin to Luxury Purchase Intention and Brand Equity: The Case of Middle-Class Consumers in Indonesia (An Abstract) 453 Faranita Mustikasari

Brand Conversation: How Brands Can Leverage Online Interactions with Consumers: An Abstract 455 Andria Andriuzzi

A New Perspective on Brand Consumer Relations (the Mechanics of the Relation as Seen Through the Glass of Theater): An Extended Abstract 457 Valerie Zeitoun

Special Session: Big Data Analytics for Marketing (Contributed Session by the IESEG Center for Marketing Analytics (ICMA)) 463 Koen W. De Bock and Kristof Coussement

The Relationships Among Corporate Reputation, Brand Crisis, and Customer Loyalty: An Abstract 465 Gertrude Opare and Charles Blankson

Under a Cloudi The Impact of Corporate Reputation Harm on Brand Equity and Consumer Value Perceptions (An Abstract) 467 Jaywant Singh, Latoya Quamina, and Stavros Kalafatis

Loss of Brand Iconicity: The Alfa Romeo Case (An Extended Abstract) 469 Luigi Cantone, Bernard Covä, and Pierpaolo Testa

A Systematic Literature Review of Practices in Customer Experience Management: An Abstract 475 Farah Arkadan, Emma K. Macdonald, and Hugh N. Wilson

Seif Service Technology Investment, Electronic Customer Relationship Management Practices, and Service Innovation Capability: An Extended Abstract 477 Hung-Tai Tsou and Hsuan-Yu Hsu

Contents for Volume 1 xxv

Servicescape, Intercustomer Support, and Their Relations to Consumer Well-Being: An Abstract 483 Cindy Yunhsin, Lanlung Chiang, Hinyung Wu, and Yu-Ting Huang

Retail Therapy at the Train Station? Deferred and Instantaneous Perceived Values as Antecedents of Well-Being: An Application to Train Station Retailing 485 Christine Gonzalez and Beatrice Siadou-Martin

Does Status Always Matter? The Effect of Brand Concept on the Effectiveness of Hierarchical and Linear Structures of Loyalty Programs Aida Mimouni Chaabane and Virginie Pez Perard

Public Service Satisfaction, Citizen Trust, and Participation: An Abstract Barbara Caemmerer, Christian Brock, Heiner Evanschitzky, and Matthew Alexander

Ladies First: Using a Loyalty Phase Model to Gain Insight into Gender Differences in Service Evaluations (An Extended Abstract) 515 Brian L. Bourdeau, Colleen S. Bourdeau, and J. Joseph Cronin Jr.

Audience in Flow: The Role of Authenticity (An Extended Abstract) 519 Bilge Aykol, Manolya Aksatan, and Ilayda Ipek

Enhancing Positive Disconfirmation and Personal Identity Through Customer Engagement in Cultural Consumption 525 Noel Yee-Man Siu, Ho-Yan Kwan, Huen Wong, and Tracy Jun-Feng Zhang

Expectation and Emotion Enhancement Using Content Knowledge in Cultural Experiences: An Abstract 537 Nadia Steils, Zakia Obaidalahe, Dominique Crie, and Francis Salerno

Alcohol Waming Labels: A Review and Research Agenda (An Abstract) 539 Louise M. Hassan and Edward Shiu

The Perceived Risks of Adopting a Responsable Gambling Behavior: Development and Validation of a Reliable Measurement Index (An Abstract) 541 Anne-Claire Pin, Karine Picot-Coupey, and Olivier Droulers

Our Community Doesn't Support Underage Drinking: Development, Implementation and Evaluation of a Community-Based Social Marketing Program—An Abstract 543 Sandra C. Jones

499

513

xxvi Contents for Volume 1

Free WD1 or Determinism: When Fate Attributions Affect Persuasion in Road Safety Campaigns Using Fear and Guilt—An Extended Abstract 545 Imene Becheur and Haithem Guizani

Purchasing Guilt: Conceptualization and Propositions for Future Research, an Extended Abstract 551 Samuel K. Bonsu, Delphine Godefroit-Winkel, and Cristian Chelariu

Effects of Promotion Type on Future Purchase Intentions Through Different Types of Consumer Response: A Structured Abstract 555 Silke Bambauer-Sachse and Laura Massera

Consumers' Strategies to Cope with Crowding-Induced Stress: An Abstract 561 Marion Brandstaetter, Thomas Foscht, and Heike Leitold

Agonistic Behaviour in Marketing: An Extended Abstract 563 Elaine Sutrisna, Min Teah, and Ian Phau

Online Reputation Scale Development: A Customer Perspective 569 Chebli Youness and Pierre Valette-Florence

Investigating the Relationship Between Co-creation and Corporate Social Responsibility: The Role of Co-creation Type, an Extended Abstract 581 Gwarlann de Kendler, Veronique Pauwels-Delassus, and Catherine Janssen

Restoring Trust and Enhancing Purchase Intention After a Crisis Through a Corporate Social Responsibility Program and a Specific Response Strategy: An Abstract 587 Anne-Lotte Kraesgenberg, Ardion D. Beldad, and Sabrina M. Hegner

Every Silver Lining Has a Cloud: An Empirical Analysis of the Role of Neutralization Techniques Within the Context of Moral Intensity 589 Frank Huber, Cecile Kommann, Eva Appelmann, and Frederik Meyer

Effects of Participating in a Virtual Dieting Support Community on Eating Behaviours: The Mediating Role of Susceptibility to Social Influence (An Extended Abstract) 603 Steffie Gallin

Effects of a Biased Nutrition Knowledge Calibration on Healthy Food Choices: An Abstract 609 Larissa Diekmann

Contents for Volume 1 xxvii

The Reinforcement of Self-Efflcacy in Prosocial Campaigns Promoting Organ Donation: Examining the Role of Self-Construal and Mental Transportation Imagery (An Extended Abstract) 611 Charlotte Decorps

Integrating the Notion of "Generativity Desire" in the Elaboration of Persuasive Health Campaigns: An Extended Abstract 617 Cynthia Assaf

Special Session: Multicultural Marketplaces (Theoretical and Empirical Ground Advances) 623 Eva Kipnis and Catherine Demangeot

The Effect of Communication on Employee Brand Understanding, Brand Commitment, and Brand Citizenship Behavior: An Abstract 635 Rico Piehler, Michael Schade, and Christoph Burmann

Working Consumers as Cocreators of the Brand Identity and the Brand Community Identity: An Extended Abstract 637 Iain Black and Cleopatra Veloutsou

Brand Identity in a Context of Cocreation: When Consumers Drive Brand Identity Changes (An Abstract) 643 Catherine da Silveira, Cläudia Simöes, Sally Dibb, and Carmen Lages

Country of Origin Narratives of Brand Image for Japanese Cosmetics Through a Consumer Lens: An Abstract 645 Stephanie Slater and Maki Umemura

Service Ethnocentrism: A Conceptual Model (An Abstract) 647 Amro A. Mäher and Tamer H. Elsharnouby

An Exploratory Study on Consumers' Perceptions of Mono-and Multiethnic Marketing: An Abstract 649 Tana Cristina Licsandru and Charles Chi Cui

National Identity Salience Effects on WOM: An Abstract 651 Nathalie Spielmann

Managing Salesperson Performance Through Coaching: The Moderating Role of Selling Experience (An Extended Abstract) 653 Claudio Pousa, Anne Mathieu, and Carole Trepanier

Sales Team Resources for Market-Driven Behaviors, Nonns, and Performance: An Extended Abstract 659 Daniel G. Bachrach, Ryan R. Mullins, and Adam A. Rapp

Convincing a Supplier to Be Its Preferred Customer: A Case Study (Extended Abstract) 665 Nathalie Merminod, Jean Nollet, and Claudia Rebolledo

xxviii Contents for Volum« 1

Customer Loyalty in International Third Party Logistics Service Providers 671 Ilias Vlachos

Out of the Channel Loop in Distribution Channels: Conceptualisation and Future Research Directions (An Extended Abstract) 687 Ce (Jacky) Mo, Ting Yu, and Ko de Ruyter

Mediation Analyses in Partial Least Squares Structural Equation Modeling, Helping Researchers Discuss More Sophisticated Models: An Abstract 693 Christian Nitzl, Jose L. Roldan, and Gabriel Cepeda

An Integrated Model of the Antecedents and Consequences of Touchpoints: An Abstract 695 Dennis T. Esch, Hugh N. Wilson, and Emma K. Macdonald

The Impact of Sales Demands and Task Variety on Personal Accomplishments, a Multigroup Analysis of Gender and Mentor: An Abstract 697 Lucy Matthews and Ryan Matthews

Resolving the Market Learning-Firm Competitive Advantage Debate, an Empirical Investigation: An Abstract 699 Jay Weerawardena and Sandeep Salunke

Microfoundations of a Dynamic Market Knowledge Capability, Empirical Explorations Under Conditions of Environmental Uncertainty: An Abstract 701 Rajiv Kashyap, Raza Mir, Shan Feng, and Mike Chen-Ho Chao

Has Loyalty to Online Grocery Retailers Declined? An Abstract 703 Giang Trinh

The Faster the Better? Delivery Time Preference for Online Shopping: An Abstract 705 Yi-Fen Liu and I-Ling Ling

"Can I Trust the Trustmark?" An Empirical Analysis of the Impact of Trustmarks on Online Retailer Websites in Germany: An Abstract 707 Corina Braun and Sven Tuzovic

Spillover Effects Between Categories of Responsible Food Products? An Extended Abstract 709 Francine Rodier, Caroline Boivin, Fabien Durif, and Myriam Ertz

Hungry for Answers: Misperceptions Arising from Sustainabüity Labeling (An Abstract) 713 Yoon-Na Cho and Jiyoung Hwang

Contents for Volume 1 xxix

Engagement Mechanics in the Value Cocreation Process: The Case of Gamification (An Extended Abstract) 715 Thomas Leclercq

The Role of Mediator in Customer Firm Relations: An Extended Abstract 721 Anna Mardumyan

Connected Car Technologies Hit the Road: Empirical Study on Future Developments and Selected Concepts—An Abstract 727 Moritz Joerling and Stefanie Paluch

Using Pragmatist Philosophy in Consumer Research: Influences and Prospects (An Extended Abstract) 729 Adrien Bailly and Loi'c Comino

Special Session Gazing into the Skadows: Contemplating the Research Agenda for the Dark Side of Brands and Branding 735 Chris Pullig, Eva Kipnis, and Mike Breazeale

Linking Branding Strategy to Ownership Structure and Financial Performance and Stability: Case of French Wine Cooperatives 745 Sandra Challita, Philippe Aurier, and Patrick Sentis

The Evolving Pattems of the Concept of Positioning: Some Initial Findings—An Abstract 759 Charles Blankson and Bo Dai

The Brand Manager System 20 Years After Low and Fullerton's Critical-Historical Evaluation 761 Isabelle Aime, Fabienne Berger-Remy, and Marie-Eve Laporte

The Effect of Consumers' Emotional States on the Interpretation of Information on Food Packages: An Abstract 771 Khaled Aboulnasr

Uncertainty and Satisfaction Towards Functional Foods: Does Self-Efficacy Make the Difference? An Extended Abstract 773 Aina Ravoniarison and Mathilde Gollety

If Only They Were More Careful': The Role of Counterfactuals and Emotions in Customer Coping with Health Service Failures (An Abstract) 779 Jaywant Singh and Benedetta Crisafulli

The Impact of Gym Club Servicescape on Individual Behaviour: The Mediating Role of Emotional Response 781 Wei Xin Yap and Derek Lai Teik Ong

xxx Contents for Volume 1

From the Dyad to the Service Ecosystem: Broadening and Building Theory in Sales—An Abstract 787 Nathaniel N. Hartmann, Heiko Wieland, and Stephen L. Vargo

Problem Augmentation in Services: Consumer Gratitude or Frustration? An Extended Abstract 789 Aphrodite Vlahos and Liliana Bove

Promoting Salesperson Relationship Behaviors Through Coaching: New Evidence from China (An Extended Abstract) 795 Claudio Pousa, Timothy Hardie, and Xiaodi (Freddy) Zhang