Purpose – To classify internet users into holiday shopper and non‐shop per se gments, and to profile the demographic, psychographic, and computer use characteristics of each segment. Design/methodology/approach – Self‐report data come from a national US sample of online internet users....

Purpose – Simple transactions are evolving into complex service relationships that require the attention of multiple organizations. When integrated products fail, customers must determine which organization is responsible and capable of resolving the problem. If the initial firm contacted...