Purpose – The purpose of this paper is to investigate the satisfaction consequences in repurchase situations. Design/methodology/approach – Online travel services are chosen because customers in these types of services had direct contact with firms. A conceptual model of CS‐RPI link is...

Older consumers comprise a growing but under‐represented segment of Internet users. However, compared to many younger groups, members of this segment often possess more discretionary time and income. This presents a significant opportunity for marketers of Internet related products and...

Reports on two studies which examine why individuals purchase goods and services that they later never fully utilize or consume. The first study employs qualitative methods to ascertain consumer motivations for purchasing unused products and their reasons for subsequent non‐consumption. The...

Purpose – This research aims to examine behavioral intentions toward purchase of energy‐efficient products utilizing the theory of reasoned action framework. Design/methodology/approach – Survey data from a sample of 202 shoppers of electrical appliances and small electronic products was...

The potential of the purchasing function to increase shareholder value is not well publicized and hence not widely recognized. This fact becomes self‐evident when the effect of purchasing strategies on performance is well understood. With an increasing number of organizations embracing...

Purpose – Despite an extensive body of research on brand loyalty, it has been demonstrated that customer‐based brand research is still in a state of evolution. The purpose of this paper is to develop and test alternative models of the brand loyalty process by examining the effects of...

Purpose The purpose of this paper is to create a segmentation scheme to better understand different student groups based on their motivations, attitudes and preferences related to studying abroad. Design/methodology/approach The study uses a two-step approach – in phase one, a series of 15...

The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi‐structured depth interviews with 58 online shoppers to uncover key aspects of...

Purpose – The purpose of this study is to explore how customers from different cultures develop trust with service providers to uncover underlying dimensions of trust development for customers from different cultures. Design/methodology/approach – This study utilizes semi‐structured...

Purpose – This research aims to build on recent advances in services marketing theory to propose and evaluate empirically a model of online customer satisfaction and its key antecedent and consequent constructs. This research also aims to establish the role of attribution and disconfirmation...