Evaluating Customer Buying Experience at Chase Up

Customer Buying Behavior

Customer buying behaviour analysis in mass customization

Motivated by the importance of customer buying behaviour (such as correlation among product attributes/features of products configured in the past) in planning future configurations, this paper addresses the issue that product evolution (upgrades) usually render information gathered from past buying behaviour at least partially unusable. For instance, relations among features might have been ch...

A Framework for Evaluating the Customer Wait Experience

Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental variables in the servicescape on customer reaction to the wait experience. Design/methodology/approach – Th...

From Surfing to Buying: the Role of Online Customer Experience in Acquiring and Converting Web Traffic

We thank Michael R. Bauer for his support. We thank Tom Lee and Kevin Steensma for their comments on an earlier version of this paper. Last but not the least, we thank Yulin Long and Qian Wang for their excellent research assistance. ABSTRACT This study provides evidence on the role played by online customer experience in acquiring traffic and converting traffic to sales in a sample of pure Int...

Emotional labor strategies, customer cooperation and buying decisions

Emotional labor is an important topic for managers, particularly in the service sector, due to the impact of employee emotional labor strategic choices on consumer attitudes. In general, prior research has established that customer satisfaction is positively affected by the emotional labor strategy of deep acting whereas it is negatively affected by surface acting. However, there are two gaps i...