Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall...

Purpose – Companies often find that customers fail to complain directly to the company when they experience a negative service incident. One explanation for such behavior may be found in customers' emotions caused by the incident. The purpose of this paper is to investigate how emotions and...

Purpose – Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizations in several ways. Hitherto much research on customer misbehaviour has focused on psychological...

Reports a preliminary assessment of consumer response to and demand for online food retail channels. Data were collected from 243 US consumers who currently buy their groceries online. The majority of online users were younger than 55 years of age, female, and reported annual incomes of $70,000...

Defines a particular form of returned purchases and explores its pervasiveness. Consumers who engage in “retail borrowing” purchase items with the deliberate intention to return such items once they have been used satisfactorily. To facilitate the purchases of good and to act responsibly...

Examines whether respondents’ attitudes towards companion selling (i.e. suggesting the purchase of a related good) varies based on two hypothetical situations. The results suggest that overall there are some differences in attitudes based on the selling context. However, overall respondents...

Current e‐grocery models are based on the consumer making his or her purchase over the Internet, and the e‐grocer delivering the purchase to the household. However, there are numerous opportunities for innovative new services. Analyzes the opportunities offered by bar code and radio...

Focuses on consumer evaluations of store preference when presented with promotional deals that are equivalent on a unit‐cost basis and/or are equivalent on a total cost basis but are worded differently. An experimental design setting is used to examine the effect of three deal frames: one,...

The state of Maine was selected for study, since adequate sales tax records were available during the early 1990s, when Wal‐Mart entered the state. The sales tax reports were used to document the retail sales of Wal‐Mart towns, neighboring towns, and other towns in the state, in the years...

Focuses on the impact of supercenters on traditional food retailers in four markets, including two small cities (Victoria, Texas; Gainesville, Georgia) and two large cities (Columbus, Ohio; Omaha, Nebraska). Consumer surveys were conducted in order to assess the effects of the entry of Meijer,...