Purpose – The paper's aim is to investigate the antecedents and outcomes of the relationship between providers and consumers of a “high‐credence” service, in Hong Kong. Design/methodology/approach – A model of antecedents and outcomes was constructed. Relationship quality was...

Purpose The purpose of this paper is to develop and test a new conceptual model in an online service context. The model focuses on an important, yet often neglected customer-oriented construct, i.e., user “control”, which is embedded in consumer behaviour when accessing the internet. The...

Purpose – As an alternative explanation of incongruent findings in the literature, the purpose of the present study is to introduce the concept of hedonic versus utilitarian service context as a moderating variable in the relationship between the affect (pleasure and arousal) and perceived...