EMAC 2012 PRELIMINARY PROGRAMME
EMAC 2012 PRELIMINARY PROGRAMME
EMAC 2012 PRELIMINARY PROGRAMME
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Thursday, 24 May <strong>2012</strong>, 9:00-10:30<br />
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Session 18.01: Services Marketing<br />
Session title: Service recovery and failure<br />
Consumers’ Emotional Responses To Service Recovery Behaviours<br />
Christo Boshoff, University of Stellenbosch<br />
Rafal Ohme, Testdifferent Laboratory<br />
Mikhal Matukin, Testdifferent Laboratory<br />
Cross-Selling In Service Recovery Encounters. Staying Under The Customer’s Radar To Avoid Salesperson<br />
Stereotype Activation<br />
Claudia Jasmand, Imperial College of London<br />
Vera Blazevic, Radboud University Nijmegen and RWTH University Aachen<br />
Ko de Ruyter, Maastricht University<br />
The Role Of Employee Emotions In Service Recovery: Contrasting Two Theoretical Models<br />
Gergely Nylasiy, Melbourne University<br />
Zsofia Kenesei, Corvinus University Budapest<br />
Krisztina Kolos, Corvinus University Budapest<br />
Session 19.02: Social Responsibility, Ethics and Consumer Protection<br />
Session title:<br />
The skeptical green consumer: Corporate attributions and outcomes<br />
Dionysis Skarmeas, Athens University of Economics and Business<br />
Constantinos Leonidou, Leeds University Business School<br />
Forced Adoption of Green Behavior: How do Environmental Concern and Psychological Reactance drive<br />
Attitudes and Intentions to Comply with Regulation?<br />
Judy Frels, Audencia Nantes School of Management<br />
Olga Kapitskaia, Audencia Nantes School of Management<br />
Are consumers really decided to make green choices? Explaining the perceived environmental harmfulness /<br />
behaviour consistency<br />
Laurent Bertrandias, University of Toulouse 1, IAE<br />
Leila Elgaaïed, University of Toulouse 1, IAE<br />
Yohan Bernard, University of Franche-Comté<br />
Is Generation Y really Green?<br />
Fabien Durif, Quebec University at Montreal<br />
Caroline Boivin, University of Sherbrooke<br />
Lova Rajaobelina, University of Moncton<br />
Jean-Sébastien Blais, University of Sherbrooke<br />
Session 20.01: Tourism Marketing<br />
Session title: Market Orientation and CRM<br />
Impact Of Customer Orientation And Ict Use On The Performance Of Rural Tourism Enterprises<br />
Dolores Mª Frías Jamilena, University of Granada<br />
Ana Mª Polo Peña, University of Granada<br />
Miguel A. Rodrigues Molina, University of Granada<br />
<strong>EMAC</strong> <strong>2012</strong> – Program 37
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