... oppositional loyalty and customer satisfaction in the context of FOC. By applying the expectation–confirmation model (ECM), the purpose of this paper is to investigate the determinants of oppositional loyalty and satisfaction from the perspective of social capital and e-quality. Design/methodology/approach...

... level, online retailers should offer shoppers CLS. Originality/value – This study examines how customized logistics influences customer satisfaction, and extends literatures related to online customer satisfaction by integrating the factor CLS and opens the way for other studies related...

...Yu‐Qian Zhu; Houn‐Gee Chen Purpose The purpose of this paper is to explore and empirically test fairness in predicting online customer satisfaction in the internet banking context. The paper also aims to further explore the mechanism through which fairness influences customer satisfaction online...

... Perceived risk Monetary price Uncertainty avoidance Consumer behaviour Cross cultural studies Internet shopping Customer satisfaction The use of the Internet has enhanced the way consumers relate to one another, how they search for information and how they purchase (Ranaweera et al...

... in new media scholarship, and this study represents the first step toward understanding the appeal of UGM in an integrated way. Guosong Shao can be contacted at: gshao@bama.ua.edu © Emerald Group Publishing Limited 2009 Electronic media Internet User studies Customer satisfaction...

...: H2. Descriptive norms are positively associated with perceived playfulness. Indoor games Internet Addiction Customer satisfaction Customer loyalty A recent survey of Internet entertainment behaviors in Taiwan revealed that online games are the most popular entertainment...

... relations Customer satisfaction Online operations Worldwide web Electronic commerce The importance of the web as a channel for business organizations to distribute information, services, and products has increased considerably in recent years. Whether organizations use this electronic channel...

...Jeewon Choi; Hyeonjoo Seol; Sungjoo Lee; Hyunmyung Cho; Yongtae Park Purpose The purpose of the paper is to distinguish features of m‐commerce from those of e‐commerce and identify factors to influence customer satisfaction (m‐satisfaction) and loyalty (m‐loyalty) in m‐commerce by empirically...

... be contacted at: D9109206@mail.ntust.edu.tw © Emerald Group Publishing Limited 2008 Auctions Internet Customer satisfaction Online auctions account for a large volume of the economic activities over the Internet, and have not faded even after many other web‐based services have lost...

... Internet shopping Customer satisfaction Leisure activities Travel It is important for tourism bodies to understand how the information they provide for the tourist can influence the tourist's overall satisfaction with the destination. Overall satisfaction refers to the consumers' overall...

...Hsin‐Pin Fu; Tien‐Hsiang Chang; Pei Chao; Chyou‐Huey Chiou Purpose This study proposes an integrated collaborative web site among government agencies to enhance customer satisfaction with the service quality of government agencies. Design/methodology/approach The present authors invited all...

... or service to a firm and/or to its customers”). In addition, online brand equity is positively related to financial growth. Implications of the results are discussed. © MCB UP Limited 2002 Business strategy Customer satisfaction Brand equity Internet Marketing strategy The phenomenal...

...Dimitris Kardaras; Eleutherios Papathanassiou The development of Internet applications for business use is expected to change the way organisations operate, and improve their customer services. However, the potential of the Internet to improve customer satisfaction has not been studied, either...