Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in International Journal of Retail & Distribution Management, published by and copyright MCB UP Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Internet Research, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Consumer Marketing, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Consumer Marketing, published by and copyright Emerald Group Publishing Ltd.

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

Purpose – The purpose of this paper is to explore why young people use and participate in social networking sites (SNSs) with specific reference to Bebo. Design/methodology/approach – A qualitative approach is employed in this paper with a view to exploring the uses and gratifications (U and...

The first stage in the consumer buying process is generally recognised to be that of the information search. This stage is recognised to be an important phase during which promotional messages should reach the intending consumer. Like many other stages of the buying process information seeking...

Seeks to revisit the theoretical basis for the concept of loyalty through a consideration of the state of “no loyalty”, which we term “disloyalty”. This category is present in the model proposed by Dick and Basu, but is seen to be of less interest than other categories. Here we argue...