Online product reviews are important determinants of consumers' purchase decision. Although prior research has articulated various benefits of online product reviews, there are few investigations into whether or not they are perceived as helpful by consumers. Product review helpfulness is conceptualized as a second-order formative construct, which is manifested by perceived source credibility, ...

I the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when customers’ ex ante expectations about a product or service exceed ex post perceptio...

Retirement policies often seek to set pensions at levels that enable single and married pensioners to have the same standard of living. The existing literature on consumer equivalence scales provides little assistance to this policy objective as the estimated scales are not very precise and rely on strong and opaque assumptions. This paper proposes an alternative strategy which involves the use...

The purpose of this paper is to develop a customer-oriented organisational diagnostic model, ‘PARA’ model, based on data mining of customer-complaint databases. The proposed ‘PARA’ model, which is designed to diagnose and correct service failures, takes its name from the initial letters of the four analytical stages of the model: (i) ‘primary diagnosis’; (ii) ‘advanced diagnosis’; (iii) ‘review...

The success of a company is often dependent on the quality of their Customer Relationship Management (CRM). Knowledge about customer’s concerns and needs can be a huge advantage over competitors but is hard to gain. Large amounts of textual feedback from customers via surveys or emails has to be manually processed, condensed, and lead to decision makers. As this process is quite expensive and e...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...