In this study we focus on how e-retailers who deal with innovative products in the era of the Internet of Things (IoT) select product delivery service providers to ensure timely and efficient delivery to customers. Based on the asset–process–performance framework, we propose a triadic model...

Purpose – In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants of service quality and linkages with customer satisfaction is a challenging research topic. In this study, the...

Purpose – This paper seeks to explore the performance of UK hotels, in terms of various service attributes, and whether it influences customers' intention to stay again. Design/methodology/approach – Data are used from online customer ratings of 664 hotels in the UK for the purpose. The...