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).
|Journal||Journal of Retailing and Consumer Services|
|State||Published - Jan 2022|
Bibliographical noteFunding 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.
© 2021 Elsevier Ltd
- Customer reaction
- Scale development
- Word of mouth
ASJC Scopus subject areas