Purpose – Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e-service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust to...

This study elucidates how cause related marketing, service quality and perceived risk are related, and explores the influence of service quality and perceived risk on customer value. Service quality found to be affected positively by cause related marketing, whereas cause related marketing negatively influences perceived risks. Finally, exactly how customer value is affected by the service qual...

The expeditious development of technology and internet has diverted company direction to retain customer e-satisfaction. Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. With regard to customer satisfaction’s importance, we investigate the impact of service quality dimensions on customer sa...

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students ...

Recently, it is found that several pure e-tailers set up a customer service center where on-line shoppers can access a real person over the phone to answer their questions. However, there has been little systematic research examining how service encounter help to enhance customer satisfaction when a pure e-retail company set up a call center to provide additional services. This study conducted ...

In this study, we investigate how IT-enabled service augmentation influences customer satisfaction for cell phone services in Base-of-the-Pyramid (BOP) markets. We conceptualize value added service and customer care as two components of service augmentation. In spite of the acknowledged competitive significance of digital services, the impact of service augmentation on customer satisfaction rem...