This article focuses on how the customer portfolios of technology-based entrepreneurial firms affect new product development. Drawing on knowledge-based, resource dependence, and relational theories, the authors argue that the impact of a firm’s customers on new product development depends on the size and relational embeddedness of the customer portfolio and the extent to which the firm is depe...

Due to the inherent nature of e-commerce, customers usually have to take certain level of risks while shopping online. To deal with such risks and their associated uncertainty, most of the e-commerce websites provide product review ranking services to help customers to make purchase decisions. However, such services are typically not reliable because the ranking results are usually based on the...

This is a homogeneous multi-server FCFS queue with finite or infinite queueing capacity. The service time distribution at a server is generalised exponential. The arrival process is the superposition of K independent compound Poisson processes (CPPk ; k = 1, 2, . . . ,K) of (positive) customers and a CPP of negative customers. All the arrival and the service processes are jointly modulated by a...

Purpose The purpose of this study is to determine which attribution dimensions concerning dysfunctional othercustomer misbehavior most influence customer dissatisfaction toward a service firm. Design/methodology/approach Our research hypotheses were tested using a 2 (Controllability: controllable versus uncontrollable) 9 2 (Stability: unstable versus stable) 9 2 (Globality: specific versus glob...

regarding the highly intensive competition in the market, nowadays using customer-oriented strategies is necessary for retention and attraction of the costumers. nevertheless, using those kinds of strategies depends on understanding customer behavior patterns and classification of customers in accordance with those patterns. the current study aims to determine the strategies for dealing with ne...

The class of Gaussian processes is one of the most widely used families of stochastic processes for modeling dependent data observed over time, or space, or time and space. The popularity of such processes stems primarily from two essential properties. First, a Gaussian process is completely determined by its mean and covariance functions. This property facilitates model fitting as only the fir...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

An important prerequisite for the success of any online service is ensuring that customers’ experience—via the interface—satisfies both sensory and functional needs. Developing interfaces that are responsive to customers’ needs requires a perspective on interface design as well as a deep understanding of the customers themselves. Drawing upon research in consumer behavior concerning consumer be...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...