The British Life and Internet Project was launched in 2002 to explore the way people use the Internet in Britain. It will survey people online throughout each year on a range of topics linked to the use of the Internet. In the first survey that was conducted, just before Christmas 2002,...

Purpose – The purpose of this paper is to summarise and evaluate the literature on digital consumer behaviour and attitudes towards digital piracy. Design/methodology/approach – The paper presents a review and synthesis of the academic literature on the subject, using the authors' unique...

Purpose – The purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for the customer service management. Design/methodology/approach – Extant literature on social exchanges...

Purpose – The purpose of this paper is to conceptually examine how value is created in (social) practices in which consumers use offerings as operand resources. Design/methodology/approach – Drawing on service‐dominant logic, practice and consumer culture theories, this paper...

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...