Purpose – Many companies still use paper documents within their service processes, which is supposed to be inefficient, and a digitalisation of documents is a promising alternative. However, such a change is expensive and the process typically has to be adapted. Thus, the purpose of this paper...

Purpose – Retailers realize that customer churn detection is a critical success factor. However, no research study has taken into consideration that misclassifying a customer as a non-churner (i.e. predicting that (s)he will not leave the company, while in reality (s)he does) results in higher...

Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important online settings. This paper extends the prior work to explore the antecedents of e‐satisfaction and the relations...