Owing to the rapid development of the Internet and information technology in China, the growth of consumers’ purchasing activities in Internet shopping malls has been truly phenomenal in recent years. Taobao.com, Ebay.com.cn, and Paipai.com have 67,360,000 customer to customer (C2C) users and 99% of the market share in China’s C2C market (www.163.com). Dangdang.com and Joyo.com have occupied 87...

in today’s competitive world, customers are at the main focus of organizations and the customer loyalty is the main reason of acquiring competitive advantage of organizations. the aim of present research is to investigate the relationship between customer loyalty and one of its key variables, service quality. trust and satisfaction have been investigated here as intermediate variables. this res...

This article analyzes the handling of customer complaints after shipping ordered goods by applying automated reputation and trust accounts as decision support. Customer complaints are cost intensive and difficult to standardize. A game theory based analysis of the process yields insights into unfavorable interactions between both business partners. Trust and reputation mechanisms have been foun...

Significant attention has been recently drawn to the relationship between online customer reviews (OCRs) and purchase intention. Nevertheless, due to the complex nature of the problem, such a relationship is not yet entirely understood. This ongoing study aims, therefore, to examine this relationship by developing an understanding of the impact of the non-numerical attributes of OCRs on custome...

current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).statistical sample comprises 120 customers of iran insurance company in shiraz holding automobile insurance and have record of visiting the c...

The Customer is the only non-developer role in eXtreme Programming (XP). The Customer’s explicit responsibilities are to drive the project, providing project requirements (user stories) and quality control (acceptance testing). Unfortunately the customer must also shoulder a number of implicit responsibilities including liaison with external project stakeholders, especially project funders, cli...

Most companies’ new business practices are based on customer data. These practices have raised privacy concerns because of the associated risks. Privacy laws require companies to gain customer consent before using their information, which stands as the biggest roadblock to monetise this asset. Privacy literature suggests that reducing privacy concerns and building trust may increase individuals...

Izak Benbasat MIS Division, Faculty of Commerce and Business Admin. University of British Columbia 2053 Main Mall, Vancouver, BC, V6T1Z2, Canada Phone: (604)822-8396, Fax: (604)822-0045 Email: [email protected] Abstract: Using a knowledge management perspective, this paper investigates new and efficient ways of applying intelligent agents to e-business customer relationship management. I...

in this study, we addressed the relationship between corporate reputation and customer behavioral intentions in the eghtesad novin bank. for this purpose, we considered the components: trust, identification and commitment as mediator variables that led to formulating 8 hypothesis .the research population was the customers of eghtesad novin bank in tehran branches who had at least one active acc...