A whole slew of companies have chosen to adopt multi-channel distribution strategies wherein a given customer induced to visit several channels simultaneously to derive the specific advantages that each channel offers at a different stage of the decision-making process. The present article...

Purpose This study aims to investigates the effect of three customer orientation components – customer information-processing, responsiveness and values and norms – on a firm’s decision to adopt environmental management practices. Consistent with the literature on strategy and industrial...

Purpose The purpose of this study is to develop a better theoretical and empirical understanding of the causal and contextual mechanisms explaining the relationship between customer orientation and business performance. Design/methodology/approach A three-stage least squares model was used on a...

Purpose – The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach – Study 1 derived scale items from the literature by content analysis. Study...