Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is propos...

The retail industry collects huge amounts of data on sales, customer buying history, goods transportation, consumption, and service. With increased availability and ease of use of modern computing technology and e-commerce, the availability and popularity of such businesses has grown rapidly. Many retail stores have websites where customers can make online purchases. These factors have resulted...

Dissatisfaction response is an area of research pertinent to customer retention. These behaviors bring significant information back to the marketer improving customer relationship management. While common sense would say that the more upset the customer is, the more likely he or she is to act, what is unknown is what aspect of emotion is the influence and which behaviors are influenced. In a st...