How does the way companies elicit ratings from consumers affect the ratings that they
receive? In 10 pre-registered experiments, we find that consumers rate subpar experiences …

With the tremendous growth of self-service technologies (SSTs) in many industries, SSTs in
the context of service provision are recognized as more effective and important technologies …

E-banking plays an important role on increasing customer satisfaction and helps industry
grow faster. Most banks try to retain their customers by introducing more electronic services …

The proliferation of self service technologies has changed the way customers interact with
service employees and technology. More consumers are now valuing the convenience …

The impact of the Internet on how and when individuals decide to adopt new products and
services remains a critical yet under examined topic. This research examines the linkage …

A large number of services that affect people's lives in modern economies are delivered by
cities. This paper proposes a framework for municipal service delivery. Within this …

We find evidence that customers evaluate services according to different rules depending on
whether the overall service experience impression is negative or positive. The functional …

Researchers and marketers lack information about possible relationships between service
quality and online brand equity in intangible and often undifferentiated service businesses …

This chapter describes how virtual worlds can be used for advertising and other
communications to consumers. To help conceptualize how virtual worlds enable enhanced …

In this study, the authors used the variable-benchmark data envelopment analysis method to
study the innovation performance of an enterprise. In the proposed model, information …