John B. Ford

TL;DR: In this paper, the authors conducted role-play experiments on undergraduate business students to examine customer satisfaction in the event of a service failure empirically, and found that a service recovery paradox is most likely to occur when the failure is not considered by the customers to be severe, the customer has had no prior failure with the firm, the cause of the failure was viewed as unstable by the customer, and the customer perceived that the company had little control over the cause.

TL;DR: In this article, the authors explored the view that following exposure to the inciting incident or problem statement in the appeal for a particular charity, the consumer feels negative emotions and these feelings convert into anticipated positive emotions when the consumer is given the opportunity to help the person in need through a donation.

TL;DR: A content analysis that assessed gender role portrayals in advertisements from highest circulation Japanese magazines was conducted by as discussed by the authors, who found that although some indigenous gender stereotyping was evident, several traits previously associated with Japanese women (devoted, obliging, rattle-brained, superstitious, thorough) were associated with men.

TL;DR: In this paper, the authors discuss where we are now, where we want to be and how we will get there, and how will we get there. And did we ever get there?