Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...

During pandemic seasons, queueing management that prevents customers in service systems from interacting with each other can be effective in reducing their risk of infection. In this paper, we aim to understand how queueing topologies and flow control policies influence customers' infection risk...

The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...

Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including...

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Purpose: The Covid-19 pandemic affected customers' shopping and returns behaviours and significantly aggravated the problem of high product returns rates and returns fraud. Measures for public health and safety resulted in retailers modifying their returns processes. This study describes the...

This paper examines product return policies in an environment in which consumers differ by the return costs they experience themselves and impose on firms. We examine how firms use information about consumer return costs to customize product return payments, prices, and whether to permit returns...

This paper studies estimation problem of customer preferences from bundle sales data. Product bundling is a common selling mechanism used in retails. To set profitable bundle selection and prices, the seller needs to learn the distribution of consumers' valuations for individual products from...