Segmentation by demographic factors is widely used in bank marketing despite the fact that the correlation of such factors with the needs of customers is often weak. Segmentation by expected benefits and attitudes could enhance a bank’s ability to address the conflict between individual...

Purpose – This research examines how hedonic shopping experiences for online music impact emotion regulation processes and how feelings regarding previous online music purchases influence repeat purchase behaviour. The paper aims to introduce a model that explains and examines the meditating...

Purpose – Given the increasing number of older individuals, exploration of age differences in attitudes toward and participation in electronic commerce is critical. This paper aims to address this issue. Design/methodology/approach – Data were collected on three age groups: 18 to 25, 50 to...

Purpose – The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping. Design/methodology/approach – The authors first employ in‐depth focus...

Purpose The authors analysed the operations of two synchronised channels by focusing on “buy online and return in store” (BORS) strategies in fast-fashion retail by investigating internal and external factors affecting this omnichannel strategy. Design/methodology/approach The authors apply...

Explains how DHL International is reshaping a highly successful transport company of today into a service provider of logistics solutions for tomorrow. Explores the significance of value‐added services – the term “courier” is no longer applicable in today′s competitive global...

The results from a survey of top retailing executives regarding current logistics practices and trends are described. The focus is on customer service factors, the use of a supply chain management approach in retailing channels, and the impact of information technology on retail logistics today...

While it is widely believed that information technology is a major differentiator of logistics performance, there has been limited research that empirically tests or characterizes this relationship. The current research investigates the relationship between logistics information technology (LIT)...

Many leading firms across Europe are harnessing information technology to cultivate customer service as a valuable asset to achieve strategic superiority. The key findings of this IT/customer service adoption study emphasize three main points. First information technology acts as an enabling...

Consumers in a wide range of contexts whether purchasing goods or services are increasingly using technology. The role of people in the delivery of services is diminishing as companies strive to lower costs and consumers become less inclined to wait or queue. Through a number of case studies,...