Research paper<br> Purpose<br> Despite the increased outsourcing of support services and their growing impact on the business industry, academic research on support services is not extensive. The purpose of this study is to examine the impact of support services on the satisfaction of end-users – i.e....

Purpose – Although the influence of using multiple channels on customer behavior has been investigated, most of this research has focused on channel behavior within a single company. Customers however frequently have access to multiple providers amongst which they can choose to allocate their...

The overwhelming majority of research in marketing has treated commitment as a one or two dimensional construct and largely disregarded temporal effects when investigating the relationship between satisfaction, commitment and customer loyalty. This under-specification of the commitment construct...