Purpose – Supplementary fees such as restocking fees, nonrefundable shipping and handling fees, and cancellation fees have become prevalent in the USA, and customers as well as the popular media have raised serious concerns about them. This paper aims to test whether such fees could benefit...

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...