This study used both qualitative and quantitative data to test hypotheses related to consumers’ motivations to engage in impulse buying. A grounded theory approach was used to develop hypotheses from in‐depth interviews. These hypotheses were tested by the collection and analysis of survey data. Data support the theory that impulse buying is a common method of product selection, in part, because the shopping act and impulsive product selection provide hedonic rewards. Further information‐processing overload confounds product selection, reinforcing the rewards to be obtained from alternative section heuristics, like impulse buying.

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Physician service encounters are different as they involve (1) one-on-one interactions, (2) frequent encounters with the same physician, (3) intimate exchanges, (4) substantial variability across encounters, and (5) require patient cooperation to achieve successful health outcomes. These aspects may increase patient reliance on interpersonal elements of the encounter to drive satisfaction (Gronröos 1982). These interpersonal elements may also encourage compliance with medical advice. This study develops and tests a model demonstrating how interpersonal elements, as well as communication and participation, contribute to positive outcomes using multiple samples. Results support interactions among these variables contributing to patient satisfaction and compliance. Results also support the role of interpersonal interactions in repatronization and recommendation, although these relationships vary depending on sample characteristics.

Develops a summary construct, relationship strength, composed of interfirm trust, relationship commitment, and relationalism and supports the role of relationship strength in achieving positive relational outcomes, like relationship satisfaction and performance. The survey sample comes from a national population of hospital material managers who make decisions regarding purchases from a small group of large medical/ surgical supply firms. Structural models support improved fit provided by relationship strength over a model containing the individual constructs comprising relationship strength. Managerial and academic implications of relationship strength include improved strategic planning and actionable information on improving relational outcomes.