Increasing customer loyalty and WOM in an age of terror: Cross-cultural development and validation of the customers’ reactions to terror scale (CRTS)

Shaked Gilboa; Tali Seger-Guttmann; Judith Partouche-Sebban

doi:10.1016/j.jretconser.2021.102785

Increasing customer loyalty and WOM in an age of terror: Cross-cultural development and validation of the customers’ reactions to terror scale (CRTS)

Shaked Gilboa, Tali Seger-Guttmann, Judith Partouche-Sebban

Research output: Contribution to journal › Article › peer-review

Abstract

The threat of terror places customers in a vulnerable situation, giving rise to a variety of protective behaviors. The ability to employ these behaviors dictates customers' preferences for specific services. To enable a better understanding of this dynamic and its implications for positive customer outcomes, the current study developed a customers’ reactions to terror scale (CRTS) in a four-stage process. Data were collected from customers in France and Israel across two service contexts, hospitality and public transportation. Nomological examinations showed that services that enable customers to employ protective behaviors under the threat of terror can facilitate increased loyalty and word of mouth (WOM).

Original language	English
Article number	102785
Journal	Journal of Retailing and Consumer Services
Volume	64
DOIs	https://doi.org/10.1016/j.jretconser.2021.102785
State	Published - Jan 2022
Externally published	Yes

Bibliographical note

Funding Information:
We thank Dawn Schmidt for language editing and the Ruppin Academic Center for funding the data collection and additional technical aspects of the work. We hereby confirm that this manuscript has not been published elsewhere and has not been submitted simultaneously for publication elsewhere. We also state that there is no potential conflict of interest for any of the institutions or for any of the authors for the past three years.

Publisher Copyright:
© 2021 Elsevier Ltd

Keywords

Customer reaction
Loyalty
Scale development
Service
Terror
Word of mouth

ASJC Scopus subject areas

Marketing

Access to Document

10.1016/j.jretconser.2021.102785

Cite this

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abstract = "The threat of terror places customers in a vulnerable situation, giving rise to a variety of protective behaviors. The ability to employ these behaviors dictates customers' preferences for specific services. To enable a better understanding of this dynamic and its implications for positive customer outcomes, the current study developed a customers{\textquoteright} reactions to terror scale (CRTS) in a four-stage process. Data were collected from customers in France and Israel across two service contexts, hospitality and public transportation. Nomological examinations showed that services that enable customers to employ protective behaviors under the threat of terror can facilitate increased loyalty and word of mouth (WOM).",

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AU - Partouche-Sebban, Judith

N1 - Funding Information: We thank Dawn Schmidt for language editing and the Ruppin Academic Center for funding the data collection and additional technical aspects of the work. We hereby confirm that this manuscript has not been published elsewhere and has not been submitted simultaneously for publication elsewhere. We also state that there is no potential conflict of interest for any of the institutions or for any of the authors for the past three years. Publisher Copyright: © 2021 Elsevier Ltd

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Increasing customer loyalty and WOM in an age of terror: Cross-cultural development and validation of the customers’ reactions to terror scale (CRTS)

Abstract

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this