Purpose – The authors propose focusing on e‐commerce service failure and recovery through the presentation of failure and recovery strategies employed by e‐commerce service firms. Design/methodology/approach – The authors employ the critical incident technique using 377 customer...

Purpose – Previous research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study is to investigate whether or not the OSCs representation, along with user differences, influence,...

Purpose – Building a customer base as an outcome of customer satisfaction has not been investigated empirically in e‐tailing industry. This paper seeks to fill this gap in the literature. Design/methodology/approach – Explores the relationship between satisfying customers and building a...

Purpose – This study seeks to explore the idea that consumers select a particular shopping mode – i.e. bricks and mortar versus online outlet – based on their perceptions about whether a product or service is best bought from one or the other. It aims to posit that this perception is...

Purpose – The purpose of this paper is to examine the antecedents and perceived value associated with e‐business implementation in service firms. E‐business has enabled the development of e‐services and thus introduced a new vehicle for customer and supplier transactions....

Purpose – This paper aims to explore consumer perceptions of Internet‐based e‐retailing in a highly concentrated retail market environment. Design/methodology/approach – The present research incorporates market and social factors to examine consumer attitude and behavioral intention to...

Purpose – The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word‐of‐mouth, site revisit, and purchase intentions in the context of internet shopping. Design/methodology/approach – To achieve this...

Purpose – In the marketing and consumer behavior literature, much remains to be explained about customer citizenship behavior in a highly technological e-retailing context. The purpose of this paper is to present the results of a survey of 186 e-shoppers which was conducted grounded in the...

Purpose – There is a great divide between the degree to which academic research accounts for the role of managerial discretion in firm performance and the weight given by the popular press and financial community to the importance of the management of an organization. The purpose of this paper...

Purpose – Gift flowers should be chosen to depict a message with the sender's kansei and are bound by nature of flowers and social manners, to maintain social relationship between the sender and the recipient. Few buyers, but most florists, have expert knowledge of the flowering time, scent,...