The study addresses the recovery from service failures in online banking. It focuses on the three dimensions of perceived recovery justice - namely, distributive justice (DJ), procedural justice (PJ), and interactional justice (IJ) - and investigates their impact on post-recovery satisfaction...

The purpose of this study is to investigate service quality dimensions in restaurant services. The study examines the influence of the service dimensions on customer satisfaction and behavioral intentions within the restaurant context in an island economy, Mauritius. Factor analysis was...

Enabled by modern interaction-logging technologies, managers increasingly have access to data on quality levels in customer interactions. We consider the direct marketing targeting problem in situations where 1) the customer's experience quality level varies randomly and independently from...

The online fashion and textile sector is growing in recent years, becoming one of the online sectors with the highest volume of business. However, the bibliography on e-service quality and its consequences in this sector has been underdeveloped in the last years. This paper presents a model that...

There is overwhelming evidence that emotions are a significant determinant of consumer behavior. A customer may get angry if he feels that he is being treated unfairly by his supplier and that may make him more likely to switch to an alternative provider. We model the strategic interaction...

Since electronic services (e-services) are different from their traditional counterparts in many aspects, conventional service quality models remain insufficient to capture the perceived e-service quality concept. Therefore, the aim of this study is to develop a structural perceived e-service...

Background This qualitative study explores consumers’ knowledge, perceptions, and reported propensity to use hospital quality information and proposes a communication strategy aimed at supporting the use of a prototypical decision-support tool for choosing a hospital. Methods Eight focus...

This study investigates whether consumers' perceptions of motives influence their evaluation of corporate social responsibility (CSR) efforts. The study reveals the mediating role of consumer trust in CSR evaluation frameworks; managers should monitor consumer trust, which seems to be an...