Purpose – The purpose of this study is to develop a performance measurement system of environmental sustainability in service settings and to empirically examine the relationship between the measured environmental sustainability and operating performance. Design/methodology/approach – This...

Problem definition: Customers typically judge a service's waiting based on their perception, which is often longer than the actual waiting time. Thus, managing perceived waiting time is key for service providers and leads to various psychology-based approaches, including a rising star -- Virtual...

E-commerce activities on social platforms, namely social commerce, reached $474.8 billion worldwide in 2020, and it is expected to show a 28.4% yearly growth rate over the next eight years. This paper studies how customers' search and purchase patterns differ between a major online retailers'...

Purpose – Drawing upon research in consumer behavior, the purpose of this paper is to deploy an alternative way to predict behavioral intention with customer technology beliefs and experience in e‐brokerage services. Design/methodology/approach – This study tests the proposed framework and...

Purpose – Brand fan pages on social networks have become very popular online services. However, empirical research on fan pages is still in its infancy. Therefore, the purpose of this study is to investigate the effect of fan pages on the customer‐brand relationship and what motivates users...

Given the rapid increase of web-based sales despite the collapse of many dot-com firms, e-services (both online-only & hybrid "clicks & mortar" firms) are faced with a difficult challenge: what value-added features should they offer to effectively gain market share & profits while realistically...