Given that even modest increases in customer satisfaction and retention typically translate into significant gains in revenues and profits, many businesses are using the Internet to expand their reach, improve customer service and develop and maintain closer relationships with their customers....

This study examines country of origin (CO) and brand effects on consumers’ quality perceptions, attitudes, and purchase intentions with respect to a service‐industry product: international cruise‐line packages in Singapore. Star Cruise (Malaysia) and Royal Caribbean Lines (USA) were...