Customers' voluntary behaviors (i.e., customer citizenship behaviors, CCBs) are of ever-increasing interest, given that they produce extraordinary value for service providers. Whether customer perceived support (CPS) from service providers leads to CCBs has remained largely understudied in...

The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers' perceptions vis-a-vis satisfaction with online retailing services. While...

As Internet use continues to increase, companies have to emphasize the understanding of the implications of its use on long term purchase behavior, in terms of satisfaction and loyalty. Ultimately, companies should be interested in consumer perceptions and the factors that play a role in...

Diffusion of Internet usage and proliferation of electronic commerce activities have forced many service companies to implement the online extensions and provide all or some services via high quality web sites. Therefore, determining the quality dimensions of their web sites and understanding...

Globalization impacts organizations and customers already a few decades. In the context of globalization customers have more purchasing choices than even before, customers buying behaviour changes, the abundance of buying options raises the questions how to keep customers loyal. Customer loyalty...

Purpose – This study examined how service providers effectively respond to consumer complaints in an online shopping environment by applying the fairness theory including distributive, procedural, and interactional fairness.Design/Methodology/Approach – Empirical research was conducted using...

This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels' customers. Sample size was 384,...

Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension infl uences customer satisfaction and as a...