Purpose The purpose of this paper is, first, to identify the relationship, if any, between customers’ perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine...

Purpose: By adopting a social presence theory perspective, this study aims investigate the influence of perceived usefulness of live chat services and of their unique human attributes on customer attitudes, beliefs and behaviours in the context of online travel shopping....

Purpose: It has now become a normal part of the consumption journey for consumers to share their positive and negative service encounters with firms on microblogs such as Twitter. There is, however, a limited amount of research on service encounter microblog word of mouth (SEMWOM) and its...

The general urban model is viewed in brief retrospectively, mainly emphasizing the transition for the monocentric 'classical' elements of such a model to the multicentric. The emphasis of the paper, however, is on future prospects. It is argued that it could be developed as the basis of a...

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This paper presents the results of a series of simulations analysing the implications of measures to reduce carbon emissions in Annex 1 countries, conducted using the Oxford Global Macroeconomic and Energy Model. It shows that the GDP costs of reducing carbon emissions vary significantly across...