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 – This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast‐food restaurants (FFRs). Design/methodology/approach – The construct...

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 – There are various influences that affect e‐commerce quality which in turn affect customer online purchasing decisions. An understanding of these influences can lead to greater electronic marketing effectiveness. The purpose of this paper is to conduct an exhaustive literature...

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...