This paper aims at developing profiles of consumers who have already conducted shopping through the Internet and of those who are interested to adopt Internet shopping as an innovation. Based on the theories and processes of consumer adoption decision and diffusion of innovations, the study...

Purpose – The primary purpose of this paper is to bring together apparently disparate and yet interconnected strands of research and present an integrated model of e‐consumer behaviour. It has a secondary objective of stimulating more research in areas identified as still being...

Purpose – The purpose of this paper is to investigate the theoretical and empirical meaningfulness of a composite model of behavioral intentions in a pure mobile internet services context. Design/methodology/approach – This paper starts by investigating the influence of seven service quality...

Purpose – The satisfaction‐trust paradigm has been recently criticized regarding its ability to deliver positive consumer behavioral outcomes. This study aims to argue that – amongst others – a reason for this unpleasant situation may be the failure of service managers to account for...

Purpose – The purpose of this paper is to review the literature on customer relationship management (CRM) to obtain a comprehensive framework of mutually exclusive CRM research areas and sub‐areas free of all potentially disruptive factors (plethora of CRM definitions, personal judgments,...

Purpose – Technology now allows e‐tailers to customize online store atmosphere at the individual level, with the customization controlled and executed by either the retailers or the customers, or both. Since in conventional retailing the manipulation of store atmosphere is controlled mainly...

Investigates the conventional wisdom concerning consumer responses associated with product defect during a product‐harm crisis. Reports on an experiment relying primarily on three generally recognized factors: company′s reputation, external effects from regulatory agencies and the press, and...

Researchers have not addressed the relationship between customer perceptions of bank service quality and customers' loyalty in a sufficient and direct manner. Indirect attempts on the subject lead to contradictory conclusions. This paper examines the factors shaping bank customer perceptions of...

The once familiar and distinct territories known as the banking industry, insurance industry and securities industry are quickly disappearing. Deregulation, technology, changes in legal systems and global competition are blurring the lines that traditionally used to define the financial services...

Deals with the management of industrial crises, low‐probability, high‐impact events which typically affect companies involved in them, negatively. Specifically examines the role of three important factors, i.e. company’s reputation, the organizational response that it selects to adopt in...