Purpose The paper aims to examine the role of service branding and web site performances in a multi-channel retail context by studying consumerswho have on-going relationships with retailers. Focus is placed on understanding perceptions of image congruency of the retail service brand...

Purpose This research seeks to extend the work of Dabholkar et al. into the e-retail domain toassess alternate theoretical frameworks of e-service quality. Particular focus is placed on e-servicequality and whether elements of e-service quality should be viewed by dimensions, as antecedents to...

While the study of flow has attracted the interestof scholars seeking to understand its nature and effects onconsumption related behaviors, it has received limitedattention from Internet researchers seeking to understandfactors controllable by firms which influence its formation.This study...