...Min Gyung Kim; Anna S. Mattila Purpose – Delighting customers by pleasant surprises is a common strategy, yet the potential downside of such a strategy (i.e. raising customer expectations) has received scant attention. The purpose of this study is to examine the role of explanations as a solution...

...Vincent Omachonu; William C. Johnson; Godwin Onyeaso Purpose The purpose of this paper is to investigate whether customer‐perceived service quality and expectation of service quality have causal impacts on overall customer satisfaction. Design/methodology/approach Data on all the variables...

...Lawrence O. Hamer Purpose The paper seeks to provide a theoretical and empirical investigation of the relationship between consumer expectations and consumer perceptions of service quality. Design/methodology/approach The theory of cognitive reference points, adaptation‐level theory...

... 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...