Location has long been touted as an important competitive factor in retailing and services. However, since convenient, high‐traffic locations are costly, an examination of conditions under which locational convenience is more important and those in which it is less important is critical....

Previous research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition, previous service recovery research has found that satisfaction is an important determinant of key outcome variables such...

Purpose – The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors. Design/methodology/approach – A total of 264 online shoppers were surveyed using a...

Purpose – This paper aims to explore the different forms of other customers' influence in various service settings. Design/methodology/approach – The critical incident technique (CIT) method was used to collect and analyze the data. A total of 142 critical incidents involving other...

Purpose – The purpose of this study is to identify key motivations for adolescents using and shopping on the internet, and to segment the sample based on these motivations. Design/methodology/approach – This research occurs in two phases: a qualitative phase involving interviews with...