Purpose – The purpose of this paper is to construct a model for factors that affect on‐line consumer behavior intentions and post‐purchasing behavior by: integrating the decomposed theory of planned behavior, technology acceptance model, and relationship quality; identifying the difference...

Purpose – The purpose of this paper is to focus on the formation of service perceptions in services that are stressful and unpleasant for customers, e.g. healthcare services. The authors set out to show that customers' happiness, here conceptualized as a stable perception of happiness one has...

Purpose – Although customers may interact with visibly tattooed employees, there has been very little research investigating customer perceptions of visibly tattooed workers. This paper aims to fill some of the gaps. Design/methodology/approach – The independent variables of employee...