The current field experiment investigated if and how Latinos versus Anglos experience biased treatment in a setting where documentation is relevant. In an audit experiment, Latino customers were treated differently than a matched team of Anglo customers when making $10 check payments at retail stores. Specifically, Latinos were asked to present an identification card (ID) more frequently than A...

In the context of the development of a feature-based opinion mining system for English, we observed that there is some very interesting information provided by customers but not yet covered by “standard” opinion mining techniques: opinion mining aims at detecting whether comments are positive or negative, but it appears that customers are very often suggesting improvements about what they are r...

We explore firm size heterogeneity in production networks. In comprehensive data for Belgium, firms with more customers have higher total sales but lower and market shares per customer. Downstream factors, especially the number of customers, explain vast majority dispersion. rationalize these facts a model network formation two-dimensional heterogeneity. Higher productivity generates matches la...

This research studied the effect of 15 variables on the consumers' overall satisfaction and repurchase intention in Internet shopping malls. As the value of loyal customers is incomparably high in Electronic Commerce, winning customers’ loyalty is vital to success of shopping malls. In this study, a customer is defined as one who has purchased goods or services at least once from Internet shopp...

Recent years have witnessed the emergence of online brand communities for innovation, whereby customers can contribute their innovation ideas to the companies. The central issues for managers who are interested in harnessing this new form of community include determining which customers may contribute more innovation ideas and understanding how they can further promote customers’ contributions....

We consider a G-network with Poisson flow of positive customers. Each positive customer entering the network is characterized by a set of stochastic parameters: customer route, the length of customer route, customer volume and his service length at each route stage as well. The following node types are considered: (0) an exponential node with cn servers, infinite buffer and FIFO discipline; (1)...

Creating value and continuously generating a positive Total Customer Experience (TCE) for customers is important for E-Commerce environments in order to attract and retain customers. We embarked on a study that aimed to identify those characteristics of a customer’s service encounter with an E-Commerce environment that would help in generating a satisfying TCE for the customers. Our intention w...