Riadh Ladhari

• Ph.D.
• Professor (Full) at Université Laval

Purpose – The purpose of this paper is to examine the methodological approaches adopted in cross‐cultural service quality (CCSQ) research and the extent to which these approaches have adhered to the general principles of established cross‐cultural research methodology. Design/methodology/approach – A search was conducted to identify CCSQ papers pu...

This paper examines the impact of consumption emotions on consumers' satisfaction and how it affects what they tell other consumers. The conceptual model is based on the premise that pleasure and arousal influence satisfaction, word-of-mouth (WOM) communications, and the likelihood of generating WOM. A study of 470 moviegoers in a French Canadian c...

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived se...

Purpose This study aims to offer a better understanding of the experiential value of augmented reality (AR) experiences in business-to-business (B2B) marketing and its context-specific dimensions. Design/methodology/approach The present research uses a stakeholder approach to offer a holistic vision of the experiential value of AR in B2B. Semi-str...

The purpose of this paper is to extend the literature on sales force control systems (SFCSs) by showing that they can benefit from Industry 4.0 technologies such as the Internet of Things (IoT), the business model framework, and the marketing analytics to manage salespeople in value-based selling (VBS) approach. Specifically, we suggest that each s...

Les applications mobiles de type conversationnel ont fait l’objet de nombreuses recherches dans la dernière décennie. Les chercheurs se sont surtout attardés aux facteurs qui influencent l’adoption des agents conversationnels par les consommateurs. À partir d’une revue systématique de la littérature, cet article vise à avancer les connaissances su...

This systematic review of the literature focuses on the use of AR and its impacts in the marketing area. It provides a multidisciplinary, up‐to‐date synthesis of the literature and an exhaustive classification of AR. Through the use of the SPAR‐4‐SLR protocol, 148 articles were selected for analysis. The study has three main objectives. First, it r...

Artificial intelligence (AI) has received a great deal of attention in tourism and hospitality (T&H) literature and practices. The authors of this study propose a bibliometric approach aiming to examine current state-of-the-art AI research in T&H. In total, 1035 manuscripts published between 1984 and 2021 were retrieved form Scopus and Web of Scien...

With the proliferation of professional teams in the highly competitive sports industry, team brand managers have been looking for ways to reinforce emotional attachment and loyalty to a team brand and to increase the dissemination of positive information about the team brand among fans. This paper aims to provide insight by investigating the effect...

This research has two objectives. First, it examines the determinants and consequences of attitude toward geo-targeted mobile coupons (hereafter, m-coupon). Second, it studies the effect of coupon value and store brand preference on women's intention of visiting a store and redeeming geo-targeted m-coupons. Using a scenario method and an online que...

Brand appropriation through optics wars (hereafter BATOW) is a new market phenomenon. It refers to alt-right groups hijacking a brand to enhance their appearance and establish a group aesthetic to convey their values (e.g., “Proud Boys” appeared in public with Fred Perry’s black and yellow polo shirts during the last US election). BATOW is particul...

Purpose Research on the role of affective forecasting in hotel service experiences is in its infancy, and several crucial questions remain unanswered. This study aims to posit that affective forecasting is a significant antecedent of customers’ affective reactions during a hotel stay. The authors investigate how customers’ service quality expectati...

Purpose ; The study aims to examine the impact of a negotiator’s profile (personality, gender, age and experience) on his perception of unethical negotiation tactics. Design/methodology/approach; A survey has been conducted among 220 middle manager employees and chief executive officers (CEOs) who are directly involved in the negotiation processes...

The purpose of this research is to develop and test a model, based on social presence theory, to explain the effect of the usage of chatbot-like mobile applications on customer loyalty. The model suggests that social presence via mobile applications influences satisfaction with mobile applications, brand trust and brand loyalty. In turn, satisfacti...

Purpose This study is a systematic review of mobile banking services. Its main objective is to provide a state-of-the-art review of this particular growing type of services. It inventories and assesses the most significant determinants of and barriers to consumers' adoption of mobile banking. Moreover, it identifies the most common consequences of...

This study used the experiential approach and cognition-affect-conation model approach to examine the effects of tourists’ mega-sports event experience and host city experience on the host city image, enjoyment of mega-sports event, enjoyment of the host city, and behavioral intentions (recommendations and revisit). Data were collected using an onl...

This study examines how homophily, emotional attachment, and credibility influence the popularity of a video blogger (hereinafter referred to as vlogger) and his/her viewers' purchase decision in the context of the beauty product industry. More specifically, the research investigates the effects of four dimensions of the homophily construct (i.e.,...

Despite the fact that personality is thought to be one of the main factors that may explain unhappy consumers’ behavior, very little is known about how it affects their attitudes and complaining strategies. This is particularly true in the case of Japanese consumers where scant research has been conducted on their complaining behaviors. Hence, the...

Sujet : La réalité virtuelle est une technologie en plein essor dans les expériences des consommateurs. Sa capacité immersive en fait une interface de choix, notamment dans les jeux en ligne et depuis peu lors de l'expérience de visite de certains sites culturels. Mais peu d'études font référence à l'usage de la réalité virtuelle pour la présentati...

The study investigates the effect of individuals’ ethics (i.e., idealism and relativism), religiosity (i.e., fear of divine punishment, interest in religion and practices, and beliefs in religion), and attitudes toward counterfeits (i.e., economic benefits and hedonic benefits) on purchase intentions of counterfeit products. Data were collected in...

Purpose The purpose of this paper is to examine ethnocentrism and animosity in a special context of two societies that share cultural, historical, ethnic and geographical characteristics. In particular, it first investigates the relationships between Chinese ethnocentrism and animosity toward Taiwan, and then it examines the impact of these two fac...

This special issue of the Journal of Retailing and Consumer Services contains a set of 12 articles that were selected after several rounds of evaluations. Some of these papers are from an international conference on retailing and service experience that took place in Marrakech, Morocco, on April 24–26, 2017. The articles primarily cover topics rela...

This study aims to identify consumers’ motives for visiting the Facebook page of a food retail chain. Data were collected using an online survey of 1208 members of the FB page of a Canadian food retail chain. The results show that respondents’ main motives are to obtain information on discounted items, consult recommended recipes, enter contests, a...

In this paper, we call for a peripheral psychophysiology approach in order to fully unlock the potential of affective neuroscience in retailing and consumer services. We assume that using peripheral psychophysiological measures of embodied cognition and emotion such as facial EMG and skin conductance responses would greatly contribute to a novel un...

Over the last two decades, a growing concern about ethical behavior has been observed among consumers. Ethically-minded consumers are more inclined towards the consumption of ethical goods, such as green products and fair trade (hereafter, “FT”) products, organic products, and local products. Establishing the motives that predict FT consumption beh...

This study examines the impacts of destination personality and image on individuals' attitudes and visiting intentions. Based on a sample of 173 Canadians, the study investigates the impact of the perceived personality and image of the city of Dubai on respondents' attitudes and visiting intentions. The results show that destination image is an ant...

Drawing upon the theory of trying, the present study goes a step further by including two important, but rarely addressed factors in the context of new technology adoption: general self-confidence and cynicism. Both of these variables are considered significant precursors of attitudes, particularly in the context of emerging and developing countrie...

The role of emotions in hedonic service settings is well established, but their role in utilitarian service settings has received scant attention. This research attempts to fill this gap by investigating the effects of customers’ perceptions of service quality and servicescape on their emotional reactions, and their perceptions of product quality a...

This study examines the influence of gender on ethical judgments regarding the appropriateness of various negotiating tactics through an empirical study of business students. Two convenience samples of Canadian and Tunisian business students were asked to rate the appropriateness of eighteen negotiating tactics representing five categories of these...

Most previous studies of the consumption behavior of immigrants have examined their perceptions and behavior only in the context of the host country, while overlooking their perceptions and behavior in their home countries. The present study has addressed this gap in the literature by investigating the perceptions and behavior of West African immig...

This study intends to examine the assumptions of culture homogeneity within nations and its stability in the current global context. First, by using a sample of 720 respondents (207 in Canada, 263 in Japan, and 250 in Morocco), it empirically examines the cultural values of three countries at three different continents (Canada in North America, Jap...

The objective of the study is to examine the effect of comments generated on Facebook on the choice of a hotel. More specifically, it focuses on the study of the influence of comments written by Facebook friends on the intentions of booking a hotel, the trust in the hotel, the attitude toward the hotel, and the perception of its website. The resear...

Few studies investigate the motives underlying the consumption of Fair Trade (FT) products, although the movement has grown substantially in the last decade. This study examines the influence of personal values on FT consumption using data collected from 268 Canadian consumers. Using an adapted version of the Rockeach list of values, three classes...

This paper examines the effects of security/privacy and social presence of retailers on consumer's e-trust in two different contexts: pure click and click and brick retailers. It explores how e-trust affects consumer attitudes toward websites and WOM. A conceptual model is tested using Structural Equation Modeling, on a random sample of 989 French...

This study proposes a research model of the determinants of customer loyalty in an online financial services context. The study examines the online service quality dimensions that influence e-trust and e-satisfaction, which in turn influence e-loyalty. The research assesses also the moderator role of gender in e-loyalty development. Using data coll...

The aim of this research is to propose and test a model of the causal relationships among the constructs of perceived service quality, consumption emotions, and satisfaction among users of public hospital services. The conceptual model proposed in this study postulates that: (a) perceived service quality is positively related to positive emotions a...

Purpose – The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of the LQI in the Canadian hotel context. The LQI was developed by Getty and Getty and published in 2003 in the International Journal of Contemporary Hospitality Managemen...

Purpose The objectives of this study are: to gain a better understanding of the modes of acculturation of West African immigrants in Canada; to relate these modes of acculturation to consumers' perceived likelihood of successful complaint and complaining behavior; and to compare consumers' complaint attitudes and behavior in their home countries (i...

Purpose The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty. Design/methodology/approach Data were collected using self‐administered questionnaires from two conv...

Purpose – LibQUAL is a service‐quality assessment instrument developed by the Association of Research Libraries in partnership with Texas A&M University Library and has been used in numerous institutions. The purpose of this paper is to evaluate a Spanish version of the scale in terms of its structure, reliability, and validity. Design/methodology...

This empirical study provides a thorough measurement analysis of the LibQUAL+™ scale for measuring library service quality. In particular, the study assesses the unidimensionality of the scale, the scale's psychometric properties and its factor structure. Data were gathered using a self-administered questionnaire distributed to a sample of universi...

This study reviews the literature on e-service quality (e-SQ), with an emphasis on the methodological issues involved in developing measurement scales and issues related to the dimensionality of the e-SQ construct. We selected numerous studies on e-SQ from well-known databases and subjected them to a thorough content analysis. The review shows that...

Purpose – The purpose of this paper is to identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry-specific measurement scales of service quality (other than SERVQUAL). Design/methodology/approach – A total of 30 studies are selected from two well-known databases: Science dire...

Purpose – This paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality. Design/methodology/approach – A range of studies that have applied the SERVQUAL scale in this 20‐year period are examined in a non‐exhaustive review of the literature. These studies are selected from well‐known databases – such as “AB...

This study investigates the psychometric properties of the well-known SERVQUAL model in the Canadian banking industry. The study utilises the performance component of SERVQUAL in an empirical survey conducted among 193 Canadian bank customers. The results support the dimensionality, reliability, convergent reliability, discriminant validity and pre...

Purpose The purpose of this paper is to develop and test a conceptual model of the relationships among the constructs of “service quality”, “emotional satisfaction”, and “behavioural intention” in the hospitality industry. Design/methodology/approach The study utilises a review of the literature to propose a conceptual model that postulates that:...

Purpose The purpose of the present study is to propose a conceptual model and empirically test the relationships between perceived service quality, perceived value, and recommendation in the public library setting. Design/methodology/approach The LibQUAL+ TM 2004 instrument was administered to 439 Canadian public library users. Findings The resul...

Purpose – The purpose of this paper is to identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry‐specific measurement scales of service quality (other than SERVQUAL). Design/methodology/approach – A total of 30 studies are selected from two well‐known databases: Science dir...

Past research into what determines consumers' satisfaction with products and services has focused largely on the impact of cognitive determinants. This study takes a different approach placing great emphasis on the affective determinants of satisfaction. Our conceptual model suggests that satisfaction depends on the disconfirmation of both cognitiv...

L’idée selon laquelle le commerce électronique constitue une chaîne de création de valeur ajoutée ne cesse de s’affirmer parmi de nombreux académiciens et praticiens. Toutefois, en tant que système d’échange plutôt virtuel cette chaîne subit le poids d’un ensemble de facteurs susceptibles de faciliter ou d’inhiber l’échange et par conséquent son ad...

Résumé Cet article présente une revue de la littérature sur la satisfaction du consommateur. Dans une première partie, on définira le construit de satisfaction et on le distinguera des concepts voisins. Dans une deuxième partie, on présentera les déterminants de la satisfaction. Dans une troisième partie, on examinera les conséquences de la satisfa...

En 1988, Parasuraman, Zeithaml y Berry elaboraron un instrumento para medir la calidad del servicio. Desde esa fecha, este instrumento ha sido utilizado en numerosos estudios sobre distintas industrias y en diferentes países, tanto por académicos como por profesionales. Sin embargo, a pesar de su amplia difusión, pocos estudios tratan los aspectos...

The purpose of the present study is to highlight the impact of service quality on restaurant customers' emotion and satisfaction. 217 undergraduate business students at a medium-sized Canadian university were randomly selected to participate in this study. The results emphasize the role of service quality in the formation of the customers' emotion...

Thèse (Ph. D.)--Université Laval, 2003. Comprend des réf. bibliogr.