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  1.  43
    The Relationship Between Consumers' Unethical Behavior and Customer Loyalty in a Retail Environment.Patrick Van Kenhove, Kristof De Wulf & Sarah Steenhaut - 2003 - Journal of Business Ethics 44 (4):261-278.
    This paper investigates the relationship between two outcomes of relationship marketing – affective commitment and behavioral loyalty – and consumers' unethical behavior. The main objective of the study is to assess whether affective commitment and behavioral loyalty to a store translate into more ethical behavior towards that store, controlling for the variables of age, gender, and ethical beliefs. The study does not rely on a single measurement tool, but is based on ten months' panel data and three different mail surveys (...)
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  2.  8
    Published in Journal of Business Ethics, 69 (3), 2006, 269-288.Sarah Steenhaut & Patrick Van Kenhove - 2006 - Journal of Business Ethics 69 (3):269-288.
    ABSTRACTIn this paper, we theorize that the anticipation of guilt plays an important role in ethically questionable consumer situations. We propose an ethical decision-making framework incorporating anticipated guilt as partial mediator between consumers’ ethical beliefs and intentions. In the first study, we compared several models using structural equation modeling and found empirical support for our research model. A second experiment was set up to illustrate how these new insights may be applied to prevent consumers from taking advantage of the seller. (...)
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  3.  52
    The Mediating Role of Anticipated Guilt in Consumers' Ethical Decision-Making.Sarah Steenhaut & Patrick Van Kenhove - 2006 - Journal of Business Ethics 69 (3):269 - 288.
    In this paper, we theorize that the anticipation of guilt plays an important role in ethically questionable consumer situations. We propose an ethical decision-making framework incorporating anticipated guilt as partial mediator between consumers' ethical beliefs (anteceded by ethical ideology) and intentions. In the first study, we compared several models using structural equation modeling and found empirical support for our research model. A second experiment was set up to illustrate how these new insights may be applied to prevent consumers from taking (...)
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  4.  31
    Relationship Commitment and Ethical Consumer Behavior in a Retail Setting: The Case of Receiving Too Much Change at the Checkout.Sarah Steenhaut & Patrick Van Kenhove - 2005 - Journal of Business Ethics 56 (4):335 - 353.
    In this study, we conducted two experiments to examine the effect of relationship commitment on the reaction of shoppers to receiving too much change, controlling for the amount of excess change. Hypotheses based on equity theory, opportunism and guilt were set up and tested. The first study showed that, when the less committed consumer is confronted with a large excess of change, he/she is less likely to report this mistake, compared with a small excess. Conversely, consumers with a high commitment (...)
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