This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers,...

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Economic interdependence between suppliers and customers generates proprietary information useful for credit risk assessment. Such proprietary information can mitigate information asymmetry between borrowers and lenders, and substitutes for conservative accounting numbers in debt contracting. We hypothesize that a pre-existing lending relationship with a borrower’s customer(s) grants the lender...

Over the past 30 years a significant stream of research has investigated the importance of satisfying or delighting customers and the potential negative consequences that stem from customer dissatisfaction. For example, we know that dissatisfied customers are more likely to complain, tell others about their negative experiences, and switch suppliers (for a summary of this research, see Sheth an...

this study investigates the factors affecting the brand loyalty of the customers of auto-mobile industry in region of pakistan with the use of ecsi model. a well-organized structured questionnaire was distributed among the customers of auto-mobile industry. the questionnaire was based on 5 point likert-type scale. results show that the customer expectations have a direct positive impact on perc...

Of the three forms of protest the propensity of word of mouth (WOM) seems to be the most common, and the most exclusive form of protest seems to be exit. The propensity for voice lies in between. The costs linked to voice influence the propensity for WOM. The customers seem to do an evaluation between the three forms of protest, yet the rational picture of the customers should be moderated. Lea...

An analysis of single server preemptive priority retrial queue with at most J vacations where two types of customers called (priority customers and ordinary customers) are considered in this paper. The priority customers do not have queue and they have higher priority to receive their services over ordinary customers. If negative customer is arriving during the service time of any positive cust...

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Educational institutions increasingly adopt the students-as-customers concept to satisfy their students. Understanding students’ perspectives on the use of this business concept in educational institutions is necessary for the institutions to effectively align these perspectives with their management practice. The study investigates whether students in technology and business disciplines have s...

Since online customer review has significant impacts on customer's purchase decision and product sales, it has been regarded as a new marketing tool nowadays. Moreover, some online transactional platforms and sellers are trying to encourage customers to provide reviews of high-quality by offering a reward. With the empirical analysis of 1044 samples from a famous C2C e-platform website, results...