Purpose – The purpose of this article is to elaborate the picture of the processes of information use by comparing conceptualizations provided by the constructivist approach and the human information processing approach. Design/methodology/approach – The article is a conceptual analysis of...

Purpose – This paper aims to investigate the importance of e‐servicescape in the context of the lodging industry, based on the holistic perspective, by examining ambient, design, and social factors of the virtual environment. Employing the Stimulus‐Organism‐Response (S‐O‐R) model as...

Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then...

Purpose – The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective. Design/methodology/approach – Drawing on the cognitive appraisal theory, this paper relates forgiveness cognitive, emotional and...

In this paper electronic commerce (e‐commerce) is examined in the context of the relationship between firms and their customers and the implications for organisational accountability. The technology of e‐commerce determines what can be offered to customers, but only customers determine which...

Purpose – This paper aims to critically assess the conceptual validity of customer experience as a construct and propose a model which integrates inter‐personal relationships, service quality and brands. Design/methodology/approach – A critical review of literature is structured around the...

Purpose – The purpose of this paper is to present and discuss Kansei engineering (KE), which uses a unique ergonomic technology to produce a new product which fits to consumers' feelings and demands. It is a consumer‐oriented product development method based on the consumer mind. It has been...

Explains how sales efforts try to create product differentiation and increase monopoly power; and uses 1995‐1996 data from a panel of 45 Greek firms to examine the relationship between debt‐to‐equity ratio and profitability, taking a firm’s sales promotion expenses into account. Applies...

Purpose – The purpose of this paper is to explore the relationship between information fulfilment and organisational design. Design/methodology/approach – The exploration is undertaken in four ways. First, the early part of the paper places information fulfilment within the literature....