Many markets, such as the insurance and credit markets, are characterized by information asymmetry between firms and their clients. A cornerstone of these markets are the information exchanges, which process and distribute the voluminous customer information that member companies report to them...

In recent years, with the movement of vacation planning to the online setting, a segment that has emerged is the vacation rental-by-owner lodging market. Vacation property owners are now often renting their property on their own through the virtual marketplace. Accordingly, this study proposes...

Purpose - This paper aims to provide a deeper understanding of the market structure of Greek red and white wine varieties and to measure the loyalty behaviour of frequent wine buyers in Greece. Design methodology approach - The study measures brand performance and loyalty of four different Greek...

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...

Personalization is widely used by marketers in today’s world. It is not only a competitive advantage but is becoming a necessity for companies. Recent information technology advances have helped a lot to improve personalization methods. Companies could collect data about their customers...

The aim of this paper is to develop a model of consumer engagement in co-production of products and services. In previous literature co-production has been presented as a dynamic process that links to customization and service-dominant logic and that offers possibilities for CRM and market...

This paper aims to investigate the differences in the consumers’ response toward service failure incidents in different service categories. Additionally, it also examines in what ways customers assign responsibility to dissatisfying service outcome. A survey was conducted among 240 customers...

This paper examines the role of quality assurance labels as drivers of customer loyalty in the case of traditional food products. More specifically, it investigates whether quality assurance labels, such as the Designation of origin labels (DOLs), perform as better drivers of loyalty in...

Recently described as a 'peculiarly British innovation,' retail parks are an increasingly important element of the UK's urban retail structure. Yet relatively little is known about customer usage and perceptions of this innovative retail form. A study of the Abbey Trading Centre, an unplanned...

Online social media (OSMs) have become a popular and growing phenomenon on the Internet, as exemplified by the millions of followers of websites like YouTube, Twitter and Facebook. Given the ease of access and high competition over the Internet to attract users, a question that arises is whether...