The Stored Communications Act (SCA) was passed in 1986 to regulate information release on the developing Internet. Twenty years later, while the quantity and quality of information collected online has grown, the amount that is regulated by the SCA is increasingly uncertain. Although the SCA was...

On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its Board of Directors' approval to offer to merge the two companies. Amazon had been courting...

In order to analyze existing research on theinteraction between Korean business owners and African-American customers, thisstudy explores the intercultural interactions between these two groups througha discourse analysis. Data were collected over a nine-month period fromtwo Korean...

Customer delight is an experience, an epiphany, a surprise, something you never experienced before. Those happy moments can be unpredicted moments or the result of a specific strategy. Barry Berman’s study describes the phenomenon with accuracy and in a very comprehensive way. The application...

The phenomenal growth of the customer base for mobile phones has been heavily promoted by the industry. However, analysis of the numbers indicates that there are massive levels of systemic overcounting, caused by customers with multiple subscriptions, perhaps for a range of operators, perhaps...

Competition policy often relies on the assumption of a rational consumer, although other models may better account for people’s decision behavior. In three experiments, we investigate the influence of loyalty rebates on consumers based on the alternative Cumulative Prospect Theory (CPT), both...

In its submission to the recent OECD Roundtable on Bundled and Loyalty Discounts and Rebates (the "OECD Roundtable on rebates"), Korea observed that "loyalty discounts are getting growing attention both academically and practically" and that "this issue was now on top of the agendas of many...

Electronic Customer Relationship Management (ECRM) plays an important role in the process of managing the activity of an e commerce websites. The implementation of e commerce websites is an important core project for e commerce. Correct implementation of information technology in e commerce...

The extant literature has related Customer Lifetime Value [CLV] to the customer's purchase history, but has paid little attention to other non-transactional customer-firm interactions like complaints. This paper makes three contributions. First, we build an easy-to-implement model that...

Given that services differ from goods in terms of intangibility, heterogeneity, and inseparability, customers may evaluate green services differently from how they evaluate green goods. Previous research has investigated customers’ perceptions and purchase decisions regarding green products....