The 2020 was the final year for implementing fundamental policy documents that determined the development vector of the customs authorities of the Russian Federation in the expiring decade, i.e. the RF FCS Comprehensive Development Program until 2020 and the Development Strategy of the Customs...

Purpose: This research identifies the critical factors of online service delivery of electronic commerce (ecommerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic....

Adoption and continued use of novel technologies has the potential to significantly accelerate social and economic development in emerging markets. In this paper, we examine to what extent timely after-sales service — i.e., fast resolution of repair tasks — impacts technology adoption in...

Customer return rate evolution—whether return rates decrease or increase over the course of the customer-firm relationship—is of great economic importance to retailers. Analyzing the complete purchase and return behavior of about 8,000 customers of an online fashion retailer over seven...

Existing studies have mainly focused on pricing in either primary markets or aftermarkets. However, in practice, prices in primary markets and aftermarkets are closely correlated. This study examines the joint pricing strategy in both primary markets and aftermarkets based on customer utility...

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the...

Background: To cope with the expected further growth in e-commerce and to be able to continue delivering at low costs, new concepts for the last-mile are needed. This paper reviews the literature and qualitatively investigates which factors influence the acceptance of four alternative...

Purpose: This study aims to examine the concept of brand equity and willingness to buy second-hand products in the automobile context. The customer-based brand equity model is used as a theoretical lens to examine after-sales services, brand credibility and brand loyalty as drivers of brand...

Misselling is the sale of financial services that do not meet the needs of consumers or in the manner or the way they are sold, which is not appropriate to the nature of those services. The first aim of this article is to characterise the misselling phenomenon and present the most important...

In the new market environment, customer experience has become a source of competitive advantage. The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision in Pakistan. For this, we modified the Cao et. al. (2018)...

Modern service design practices conceptualize services as multi-step processes. At each step, customers derive an uncertain value, which depends on a functional benefit and a subjective experience. The latter may depend on experiences realized at previous steps. Service designs determine the...

Objective: This paper aims to study the experience of call center service customers from the academic and corporate perspectives; it proposes a management model focused on looking after the customer's experience during a phone interaction.Methodology: The methodology of this article adopts the...

In such high competitive environment customer satisfaction is very important in order to keep customers and being sure that customers are not going to shift into other banks. Therefore, a bank has to understand the needs and wants of customers and responds as fast as they can. However, there are...

Retailers face increasing competitive pressure to determine how best to deliver products purchased on-line to the end customer. As online retailing grows, so does the need for retailers to establish an appropriate fulfillment strategy. This is particularly true in grocery where the customer must...

Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...

Recent advances in information technology, advanced manufacturing (robotics, 3D printing, etc.) and logistics allow firms to customize their products to the specifications of individual consumers, who, of course like such products more than the standard ones. However, in an unlikely event that...

"Latinas on the Line provides a compelling analysis and historical and theoretical grounding of the oral histories, never before seen, of Latina information workers in the Bell System from their entrance in 1973 to their retirements by 2015. Author Melissa Villa-Nicholas demonstrates the...