... recovery Electronic commerce Customer service After-sales service National Natural Science Foundation of China 72474134 This study is funded by National Natural Science Foundation of China Number 72474134. With the rapid development of AI, chatbots have moved to the frontline...

... 09 2025 27 10 2025 24 01 2026 25 03 2026 11 04 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Qualitative research Electronic commerce Customer experience Case study method In recent years...

...., 2023 ; Zhang et al., 2023). Electronic commerce e-WOM Field study Digital Experimental design Social networking Theoretical advances have suggested a major difference between customer−streamer and customer−customer relationships that could affect the nature of GLS rapports...

... Social distancing Consumer age Electronic commerce e-commerce Retail Crisis management COVID-19, which has developed into a worldwide pandemic with nearly 2.5 million deaths and over 114 million patients (Dong et al., 2020 ; John Hopkins University - CORONAVIRUS Resource Center...

... omnichannel experience. Omnichannel retailing Shopping malls Service encounters Trust-commitment theory Flow theory Electronic commerce Retail Customer service Digital Customer experience Digitalisation Shopping malls play a fundamental role in the retail ecosystem by bringing shoppers...

... Retailing Electronic commerce An executive summary for managers and executive readers can be found at the end of this article. With the advent of internet and communication technology, e-shopping trends in the US are anticipated to grow at staggering rates. For example, online retail sales...

..., whiles service processes describes the consumer's experiences during all phases of a buying process decision. Customer services quality Customer satisfaction Consumer behaviour Electronic commerce Retailing An executive summary for managers and executive readers can be found at the end...

... individual consumers would rationally explore different innovative services (e.g. Lohse et al., 2000 ; Parasuraman and Zinkhan, 2002 ; Vijayasarathy, 2004). Ziqi Liao can be contacted at: victor@hkbu.edu.hk © Emerald Group Publishing Limited 2009 Electronic commerce Retailing...

.... © Emerald Group Publishing Limited 2008 Business‐to‐business marketing Electronic commerce Service industries Belgium An executive summary for managers can be found at the end of this article. Technical infrastructure refers to the sophistication to which a firm has...

... decisions. Gopala Ganesh can be contacted at: ganesh@unt.edu © Emerald Group Publishing Limited 2007 Electronic commerce Motivation (psychology) Retailing Perception Consumer behaviour The fundamental reason for shopping is to buy the product or the service, and this is guided...

...@lasalle.edu © Emerald Group Publishing Limited 2006 Customer service management Electronic commerce Customer satisfaction Customer loyalty An executive summary for managers can be found at the end of this article. Determining the factors in customer relationship management...

... to invoke responses and collaboration. However, the use of on‐screen characters may not succeed in all situations and, in some cases, the limitations of the software and/or communication technology may contribute to customer irritation (Spencer, 2003). Electronic commerce Trust Character user...

... firms currently experiencing customer dissatisfaction. Service failures Electronic commerce Critical incident technique Earlier CIT research focusing on favorable and unfavorable service encounters (Bitner et al., 1990) and retail failures and recoveries (Kelley et al., 1993...

...Holmes Miller Purpose For electronic commerce applications, the importance of quality information is self‐evident, especially for firms offering information products where information either significantly augments a physical product or constitutes the product itself. Aims to use a probabilistic...

... of many of the barriers to entry. This paper focuses on the determinants influencing the diffusion and export of e‐services across borders. The paper also presents strategic challenges, followed by implications for service providers. Communication Technology led strategy Services Electronic commerce...

... of general e‐stores (i.e. both pure players and traditional retailers) are considered. Essentially, then, the objectives of the study are to: Electronic commerce Internet Shopping Expectation Value analysis Attitudes An executive summary for managers can be found at the end of this article...

.... © MCB UP Limited 2003 Services Quality Electronic commerce Customer satisfaction Internet Retailing Explosive growth Most observers would agree that Internet commerce has witnessed explosive growth in the consumer goods market. In most industries, Internet‐only companies...

... services quality Electronic commerce Greece Marketing on the Internet has been a topical issue for the past few years as the use of the Web develops exponentially. Yet the latest trends show that the growth of e‐markets is below expectations and many e‐companies are disappearing as fast...

... offering. The partnership and cooperation could be limited to this one special venture, and, in parallel fashion, the two firms could create an extranet to facilitate information sharing on the project (Watson et al., 2000). The extranet Here, we define electronic commerce as “using...

... and how this in turn is altering industry profitability. The analysis has three research objectives: 1. (1) Explore how emerging information‐centric business models are replacing legacy systems; 2. (2) Examine how electronic commerce is changing the internationalization process...