Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …

To help managers better balance online service failures and recovery strategies,
organisations are increasingly offering a variety of recovery programmes. Anecdotal reports …

E-service quality has received attention from customer perception, especially online
shop** customers. In the context of online shop**, e-service quality is believed to make …

The purpose of this article is twofold:(1) to investigate the emotions experienced by banking
customers when using live chat services and their impact on positive word-of-mouth …

Purpose Consumer purchasing behaviour has changed substantially in the light of recent
developments in E-Commerce. So-called 'multichannel customers' tend to switch retail …

Purpose Consumer purchasing behaviour has changed substantially in the light of recent
developments in E-commerce. So-called “multichannel customers” tend to switch retail …

This article takes a longitudinal approach to examine the evolution of e-retail sites in
reference to service delivery performance. Using a content analysis approach, product …

Purpose The purpose of this study is to address these questions. Word-of-mouth (WOM) is
increasingly important in business-to-business (B2B) decision-making. Yet, research on this …

With the rapid spread of digitalization across all sectors, individuals with any desire or need
are inclined to turn to digital channels. Individuals in search within the real estate sector, like …

As a critical feature of the human experience, attitude plays an important role which is
essential in implementation of effective online retail strategies. The purpose of this chapter is …