Service recovery is a critical moment of truth in retaining customers and reinforcing customer relationships, and has been considered as an “Achilles' heel” in online marketplaces. Poor service recoveries exacerbate the negative effects of the failure, producing a “double deviation” effect. The double deviation effect may arise from the seller’s power misuse and then dissolve the buyer-seller r...

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, ...

Four main areas were identified in a meta-analysis of critical themes of electronic commerce (e-commerce): business-tobusiness (B2B), business-to-consumer (B2C), strategy, and technology adoption (Wareham, Zheng, and Straub, 2005). Consumer-to-consumer e-commerce was only mentioned in the realm of online auctions. However, C2C e-commerce can encompass much more than just auctions. The question ...

Knowledge about customers is vital for supply chains in order to ensure customer satisfaction. In an ideal supply chain environment, supply chain partners are able to perform planning tasks collaboratively, because they share information. However, customers are not always able or willing to share information with their suppliers. End consumers, on the one hand, do not usually provide a retail c...

Workflow management systems (WfMSs) have been used to support various types of business processes for more than a decade now. In ecommerce processes, suppliers and customers define a binding agreement or contract between the two parties, specifying quality of service (QoS) items such as products or services to be delivered, deadlines, quality of products, and cost of service. Management of such...

In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company’s revenues. The paper applies existing fuzzy-based methods to monetarily determine the revenue contribution...

Customer-to-customer (C2C) markets, such as eBay, provide a platform allowing customers to engage in business with each other. The success of a C2C market requires an appropriate pricing (i.e., transaction fee charged by the market owner) scheme that can maximize the market owner’s revenue while encouraging customers to participate in the market. However, the choice of an optimal revenue-maximi...

There is no issue more central to the abortion debate than the controversial issue of whether the fetus is a moral person. Abortion-rights opponents almost universally claim that abortion is murder and should be legally prohibited because the fetus is a moral person at the moment of conception. Abortion-rights proponents almost universally deny the crucial assumption that the fetus is a person;...

Background: The method described provides a rational means for determining whether to institute chronic anticoagulation to prevent stroke in patients with chronic atrial fibrillation under a variety of clinical circumstances. Summary of Comment: The concept of expected value is used in conjunction with data from clinical studies to define the net value of anticoagulation to the patient. A full ...