This study examines the effects of ethical and unethical cues on customers’ evaluations of the ethics of a service provider and their subsequent satisfaction with the service. The results of a disguised, laboratory experiment are used to suggest that customers respond to unethical cues in the environment through lower ethical assessments and satisfaction ratings, but that ethical cues may not n...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

Web sites play a critical role in attracting customers. Many Web sites provide different functionalities to assist customers in decision-making. Despite the importance of different types of functionalities provided by Web sites, there is little knowledge about how Web customers’ satisfaction is formulated using Web-based decision support systems (DSS). In this study, we develop a conceptual mod...

Unlike previous research which adopts simultaneous measures to examine customers’ satisfaction with the entire online shopping experience, this study examines two important stages of online buying behavior: ordering and fulfillment. The explicit consideration of the two stages acknowledges the fact that in an online environment, the two stages are distinct and there is a delay between the time ...

The application of food and beverage information system to traditional farms has become a current trend. In addition to providing visitors with different featured itineraries and services, it also helps develop the so-called featured farms. However, the existing studies on F&B information system of farms mainly focused on the establishment of system, and seldom discussed the satisfaction with u...

This study examines the effects of ethical and unethical cues on customers’ evaluations of the ethics of a service provider and their subsequent satisfaction with the service. The results of a disguised, laboratory experiment are used to suggest that customers respond to unethical cues in the environment through lower ethical assessments and satisfaction ratings, but that ethical cues may not n...

Importance should be given to financial indicators of profitability, revenue growth and liquidity, indicators of customer loyalty and satisfaction, indicators of innovation, quality, range of products or speed of service, and indicators related to the tasks and satisfaction of the employees, technology and alliances. Nevertheless, the new economy companies have a series of peculiar characterist...