Purpose – For electronic commerce applications, the importance of quality information is self‐evident, especially for firms offering information products where information either significantly augments a physical product or constitutes the product itself. Aims to use a probabilistic...

Purpose – The authors propose focusing on e‐commerce service failure and recovery through the presentation of failure and recovery strategies employed by e‐commerce service firms. Design/methodology/approach – The authors employ the critical incident technique using 377 customer...

Purpose – Previous research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study is to investigate whether or not the OSCs representation, along with user differences, influence,...

Purpose – Building a customer base as an outcome of customer satisfaction has not been investigated empirically in e‐tailing industry. This paper seeks to fill this gap in the literature. Design/methodology/approach – Explores the relationship between satisfying customers and building a...

Purpose – The purpose of this paper is to examine the antecedents and perceived value associated with e‐business implementation in service firms. E‐business has enabled the development of e‐services and thus introduced a new vehicle for customer and supplier transactions....

Purpose – In the marketing and consumer behavior literature, much remains to be explained about customer citizenship behavior in a highly technological e-retailing context. The purpose of this paper is to present the results of a survey of 186 e-shoppers which was conducted grounded in the...

Purpose – There is a great divide between the degree to which academic research accounts for the role of managerial discretion in firm performance and the weight given by the popular press and financial community to the importance of the management of an organization. The purpose of this paper...