Purpose – The purpose of this paper is to analyse the effect of demographic and socioeconomic factors on the financial satisfaction of the individual investors in India, who belong to the urban socio‐economic classification segment‐A. Design/methodology/approach – Based on a sample of...

Economic reforms and the subsequent growth in income have brought great changes in the distribution of wealth and consumers’ behaviour in China. In particular, the emergence of the “new rich” has important social and economic implications for China as well as the rest of the world....

Purpose – The purpose of this paper is to investigate whether or not emotions experienced in customer relationships – linked to actual behavior – could enhance understanding of their future development. Design/methodology/approach – A number of individual‐level relationships between...

Purpose – The internet driven information revolution is frequently cited as one of the key drivers (re‐)shaping contemporary consumption. In particular, the internet has been seen as disrupting established conventions in professional services. Popularly, it has been viewed as a liberating...

Purpose – The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective. Design/methodology/approach – Drawing on the cognitive appraisal theory, this paper relates forgiveness cognitive, emotional and...

Purpose – The purpose of this paper is to examine the issue of the influential factors of buyer satisfaction and loyalty toward online auction web sites and online auction sellers. Customers' loyalty toward the online auction web site and seller is also explored. Design/methodology/approach...

Purpose – The service‐dominant logic describes customer‐actualized value as being idiosyncratic, experiential, contextual, and meaning laden. Since positive word‐of‐mouth (WOM) is an expression of customer‐actualized value, the paper postulate that WOM is not only related to a...

Purpose – The purpose of this paper is to analyse key drivers of consumer acceptance of short messaging services (SMS) to participate in TV programmes. Design/methodology/approach – The technology acceptance model (TAM) and the theory of planned behaviour (TPB) have been integrated for the...

Purpose – The purpose of this paper is to explore how the organizational recovery response to other‐customer failure influences the affected customer's level of satisfaction, unfavorable word‐of‐mouth (WOM), and repurchase intentions toward the firm. Design/methodology/approach – Two...

Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental...