E-tailers deliver services in two phases: before the sale takes place, and after the sale is over. To determine how much to invest in pre-sale services relative to post-sale services, e-tailers should examine the impacts of customer satisfaction with services delivered in each phase on...

A 'Policy Support Facility' (PSF) has been set up by the Directorate-General for Research & Innovation (DG RTD) of the European Commission under the European Framework Programme for Research & Innovation 'Horizon 2020', in order to support Member States and associated countries in reforming...