The authors attempt to explain the relationships among relational bonds, customer value,
and customer loyalty in three different consumer groups (stayers, dissatisfied switchers, and …

A literature review has indicated that a majority of researchers tend to define quality as
meeting customers' needs. This study therefore attempts to develop a new service quality …

The opportunities and challenges of omnichannel in retail industry have been widely
discussed, yet despite these benefits, the key elements that constitute an effective omnichannel …

The goal of relationship marketing is to build and maintain a committed, loyal relationship
between a customer and an organization. Although studies have discussed the types of …

In multichannel environments, consumers can move easily among different channels. They
engage in cross-channel free-riding when they use one retailer’s channel to obtain …

The post-adoption behaviors of online service users are critical performance factors for
online service providers. To fill an academic gap that persists regarding bloggers’ switching …

The role of stories and their influence on communication have been widely discussed, yet
despite recent advances, the elements that constitute a good brand story and their alignment …

To investigate the determinants of the effects of a viral campaign, we employ the classical
framework of a persuasive communication model, designated as “Who says what to whom in …

The purpose of this study is to explore the relationship between website quality and customer's
behavioural intention across search, experience and credence goods/services. After …

This study explores the antecedents that may contribute to the consumer multichannel
shopping behavior and understand how within-channel switching and cross-channel free-riding …