Many firms are moving to make virtual interfaces their primary, or even sole, points of customer contact. In this environment, some traditional service quality dimensions that determine customer satisfaction, such as the physical appearance of facilities, employees, and equipment, and employees'...

The Internet has spurred a phenomenal growth of virtual communities (VC). VCs can range fromsimple information exchange based forums to more complex networks supporting new productdevelopment. For example, communities of interest based forums such as investment-relatedVirtual Communities bring...

Online retailers provide a substantial amount of product information to their customers. The information includes not only product features and customer reviews, but also information on alternative products that may better fit a consumer's needs. The systematic provision of information on...

Online brokerages and message board providers have introduced community stock sentiments to influence investors in their trading decisions. Community stock sentiments reflect the average opinions of investors to either buy (bullish) or sell (bearish). However, it is unclear if these sentiments...