Services literature has extensively examined the effects of core service and relational benefits on behavioral outcomes arguing that both components, studied separately, contribute significantly to customer satisfaction and loyalty. However, an integrative examination of the relative importance...

Few studies have examined customers' beliefs and intentions across different self-service technology channels and different intended uses of these channels. The present work integrates (a) technology acceptance variables (b) trusting beliefs and trusting intention as two distinct constructs, (c)...

Even though the importance of Key Account Management (KAM) in building long term buyer-seller relationships is widely recognized in literature this long term perspective of KAM lacks appropriate empirical examination. The purpose of this study is to propose a conceptualization of Key Account...

Since the notion of perceived service quality and the disconfirmation paradigm were introduced in the IS community, quite a few studies have employed the SERVQUAL scale to measure perceived service quality. However, the instrument's psychometric properties have been seriously questioned, not...

This study proposes and empirically validates a model that incorporates the interaction effects of consumer's shopping orientation (utilitarian/recreational) and attitudes towards the online store atmospheric qualities (information related cues, navigation cues, aesthetic cues) on online...