This paper presents an empirical test of the antecedents and consequences of customer extra-role behavior (i.e., customer citizenship behavior and badness behavior). The model posits that negative affect, perceived justice, and commitment lead to customer extra-role behavior. In turn, such extra-role behavior is expected to impact perceived service quality. The model was tested in an exercise c...

Statistical usage testing of hardware/software systems is based in the main on a Markov chain usage model. This kind of model represents the expected use of the system by a usage profile, i.e. appropriate probability values that are attached to the state transitions. In this paper we present a constraint-based polyhedron approach to calculate the probability distribution for the MCUM from a giv...

Digital services provide the means to improve customer relationships and insight, enable co-creation of value, and disseminate word-of-mouth through digital channels all leading to stronger brand differentiation and higher customer lifetime value. Capturing the value from digital services requires that enough users adopt and frequently use the provided services. Therefore, understanding what af...

this study used the partial least squares (pls) approach to examine the effect of corporate reputation on the customer loyalty of the food and beverages industry in nigeria. the data for this study were collected from the customers in kano state nigeria. out of 250 distributed questionnaires, 212 usable questionnaires were returned. before examining the effect of corporate reputation on the cus...

Due to the rapid growth in broadband Internet usage, online auction becoming a popular e-business model along market changes from the rigid traditional business transaction environment. In order to identify critical factors for succeeding in the future competitive market for the auction intermediary, this study adopted the Information, Communication, Distribution and Transaction (ICDT) model as...

Due to the rapid growth in broadband Internet usage, online auction is becoming a popular e-business model along market changes from the rigid traditional business transaction environment. In order to identify critical factors for succeeding in the future competitive market for the auction intermediary, this study adopted the Information, Communication, Distribution and Transaction (ICDT) model...

Social media usage among organizations is growing tremendously. Organizations are now building and maintaining social media public pages to improve their social network salience, enhance interest in their organizations, and build relationships with the online public. The majority of the studies on social media usage are based on the individual perspective while some are from the organizational ...