The scope of our study is to analyze the negative behavioral response of angry and dissatisfied customers of service sector of Pakistan. From previous studies we found that anger and dissatisfaction are two different unfavorable states in which a customer finds himself after a failed service experience. The expected negative behavioral responses are negative word of mouth, complaint behavior, t...

The purpose of the present study is to highlight the impact of service quality on restaurant customers’ emotion and satisfaction. 217 undergraduate business students at a medium-sized Canadian university were randomly selected to participate in this study. The results emphasize the role of service quality in the formation of the customers’ emotion and satisfaction. Restaurants should monitor cu...

Negative arrivals are used as a control mechanism in many telecommunication and computer networks. This paper analyses a discrete-time single-server queue with geometrical arrivals of both positive and negative customers. We consider both the cases where negative customers remove positive customers from the front and the end of the queue and, in the latter case, the two sub-cases in which a cus...

This paper presents the analysis of a continuous review perishable inventory system wherein the life time of each item follows an exponential distribution. The operating policy is (s,S) policy where the ordered items are received after a random time which follows exponential distribution. Primary arrival follows Poisson distribution and they may turnout to be posit...

In this paper, we studied single-server models of queuing-inventory systems (QIS) with catastrophes in the warehouse part and negative customers (n-customers) service facility. Consumer (c-customers) that arrived to buy inventory can be queued an infinite buffer. Under catastrophes, all system is destroyed but (on server or buffer) are still waiting for replenishment stocks. Upon arrival n-cust...

Queueing systems and networks with negative customers have been a subject of extensive research for two decades providing means to describe work-removal phenomena in different communication and information processing systems. This paper is the continuation of research devoted to elaboration of mathematical techniques for performance evaluation of queueing systems with different types of negativ...

This paper describes a study using mystery shoppers across multiple channels which investigated the traditional ‘line of visibility’ from service quality literature, and customer perceptions of organisational competencies “below the line”. We posited that in a multi-channel e-commerce environment, inconsistency or service breakdown above the line of visibility gives a negative impression of org...

In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In S...

Electronic commerce has grown rapidly in recent years. However, surveys of online customers continue to indicate that many remain unsatisfied with their online purchase experiences. Clearly, more research is needed to better understand what affects customers’ evaluations of their online experiences. Through a large dataset gathered from two online websites, this study investigates the importanc...