The current literature (Cherrier 2002; Elgin 1998; Etzioni 2004; Zavestovski 2002) states voluntary simplifiers as a group of consumers and considers that the differentiation among individuals who simplify their consumption (also considering downshifters and holistic simplifiers) concerns only with...

Purpose This paper analyzes previously unmeasured effects of a response to a service incident called "benevolent" within the customer -firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was...

Purpose With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others' reviews to inform purchase decision-making. This study investigated how online review sentiments towards four...

While building on the contingency theory, this paper proposes a conceptual framework that links five factors: a) internal forces, b) external forces, c) past web and firm performance, d) current web and firm performance, and e) e-marketing strategy in terms of the strategy defined for the 4Ws...