The Internet has significantly increased the bargaining power of consumers. Many online shopping search engines allow consumers to find most retailers that sell a specific product, compare product prices, and review detailed store ratings. With competition just a click away, online retailers...

This study examines how the unique information environment of online forums affects consumers' information acquisitions, and further impacts their purchase behavior. Based on the information foraging theory, we hypothesize that the relevant information patches in online forums facilitate...

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate...