Factors that would affect customization process satisfaction were rarely examined to date. In this study, I investigated the effects of choice variety and specification type on consumers responses (process satisfaction, perceived control, regret, and frustration) to the customization process in...

Purpose – This paper aims to examine the joint effects of product type (hospitality services vs goods) and consumers’ need for status (low/Patricians vs high/Parvenus) on consumers’ attitude change toward their favorite luxury brands. As an ever increasing number of customers can now...

Purpose – The use of price-based promotions is common in the service industry due to their positive impact on sales in the short run. To gain a better understanding of the effectiveness of various types of promotions, the current research aims to examine the contrasting effect of two popular...

Purpose – Delighting customers by pleasant surprises is a common strategy, yet the potential downside of such a strategy (i.e. raising customer expectations) has received scant attention. The purpose of this study is to examine the role of explanations as a solution to control customers '...

Purpose – The purpose of this study is to understand how consumers perceive corporate volunteering programs. In particular, the author examines the moderating role of information processing and customer relationship status on consumer attitudes towards two types of volunteering programs:...

Purpose – This paper aims to examine the joint effect of power and gender on individuals’ perceptions and evaluations of information systems (IS), and their behavioral intentions of technology acceptance. Design/methodology/approach – This study uses a 2 (powerful vs powerless) × 2...

Purpose – This research aims to examine how consumers react to being ignored by a company once they have complained about an online service failure. The authors seek to propose that automatic reply e-mails to customer complaints are considered a form of cyberostracism, thus having equally...