Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...

Purpose: The purpose of this paper is to investigate the satisfaction consequences in repurchase situations. Design/methodology/approach: Online travel services are chosen because customers in these types of services had direct contact with firms. A conceptual model of CS-RPI link is developed...

In order to profit from China’s enormous business opportunities, international firms need to know Chinese consumer preferences. To learn more about intrinsic Chinese consumer preferences and their distinction from other Asian consumer preferences, this study analyzes differences in the...