This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market...

This research proposes and empirically tests a customer switching intentions model from a disconfirmation perspective in a service failure and recovery context. Specifically, the research examines how initial (discrepancy between service failure expectation and service performance) and recovery...

Numerous studies have examined relationship behaviour linking enterprises and consumers from the enterprise perspective rather than the consumer perspective, including consumer approval and relationship maintenance. To redress this imbalance, this study investigates three issues linking the...

The service encounter is an important topic in service management. Although researchers have argued that customer-to-customer interactions may affect customers' evaluation of the service experience in service encounter contexts, the impact of customer-to-customer interaction on customer reaction...

Customer participation has been argued to be a critical influence on customer satisfaction with the service received, but empirical studies are relatively lacking. This study proposes a theoretical model of the antecedents and impact of customer participation in service and re-examines the...