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...

Purpose – The purpose of this paper is to address the following questions: are sophisticated consumers more likely to be satisfied with their purchases? Are consumers who are more knowledgeable more apt to feel in control of their purchase decisions? Are they more likely to believe the...