Purpose – The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to their “best” customers; but after service failures, will they accept firms' offering better...

Purpose – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain....

In contexts where competition is intense, growth is rapid, innovation is abundant, local conditions are idiosyncratic, and technological options are increasingly complex, the marketing manager needs to understand the dynamic forces that influence the structure of the industry in order to assess...

Purpose – The purpose of this paper is to understand one aspect of electronic health record adoption by studying the impact of policy interventions on the adoption among hospitals, physicians and patients, using a system dynamics simulation model. Design/methodology/approach – A system...

The failure of many IS development efforts suggests that the development process, in particular the role that key antecedents play in ensuring success, is poorly understood. Information systems are based on a series of highly complex interrelated tasks that can be significantly affected by...