The literature argues that the alternative outcomes of a customer either ending or continuing a struggling relationship not only depend on the determinant factors or switching barriers, but also on the essential nature of the relationship. This paper adapts a broad social exchange framework to...

This study extends the body of literature concerning service switching, complaint handling, dependence and commitment by investigating why dissatisfied B2B customers do not switch service providers. Specifically, it develops and tests a social exchange-based model examining how dissatisfied, but...

While there is a substantial body of literature relating to the activities of Internet marketers and the technology which drives E-Commerce, less attention has been given to consumer oriented research. To partially address this gap in marketing knowledge, a preliminary model of quality...

This is an exciting era where academics are well positioned to cut through the hype and get down to the business of establishing Internet retailing as a distinct, credible and productive domain. Arguably, a critical step in advancing involves pausing to reflect on the emergence of other domains...