Adaptation to individual preferences of user’s personalization is a prominent challenge for the expansion of business application. One important factor that determines the quality of web-based customer service is the ability of a firm’s website to provide individual caring and attention. The main objective of this research is to verify the impact of customer’s information privacy concerns on fi...

Traditionally, studies that examine the activities of misbehaving employees and customers have done so in a separate and unrelated manner. Drawing on research that explores deviance amplifications and deviant learning, the current study aims to address this identified gap in the literature and provide empirical evidence of the linkages between perceived employee deviance and the severity of cus...

Contemporary companies in developing countries are raising their budget on Enterprise systems (ES). ES are expected to enhance Customer agility (CA) which refers to a firm’s capability to sense and respond to customer changes effectively. However, research in the relationship between ES on CA is contradictory. Taking Vietnam as the context, our study investigates the role of ES on CA in ten int...

Considering the level of competition prevailing in Business-to-Consumer (B2C) E-Commerce domain and the huge investments required to attract new customers, firms are now giving more focus to reduce their customer churn rate. Churn rate is the ratio of customers who part away with the firm in a specific time period. One of the best mechanism to retain current customers is to identify any potenti...

Despite the compelling evidence linking complaint handling to subsequent purchase behaviour, relatively little progress has been made in developing a theoretical understanding of how consumers evaluate a company‘s response to their complaints. One construct that has shown promise in explaining individuals’ reactions to a variety of conflict situations is perceived justice. This theoretical pers...

Electricity consumer dishonesty is a problem faced by all power utilities. Finding efficient measurements for detecting fraudulent electricity consumption has been an active research area in recent years. This paper presents a new approach towards Distribution Power Loss analysis for electric utilities using a novel intelligencebased techniques like Extreme Learning Machine (ELM), OS-ELM & Supp...

As the Web becomes the de facto window shopping experience for the on-line customer so web personalization is becoming an integral part of many on-line retailers' customer relationship management (CRM) strategy. However Web personalization becomes increasingly difficult as the sheer size and heterogeneous nature of the information available on the web leads to information overload. In this pape...

This study is about the comparison of simulation techniques between Discrete Event Simulation (DES) and Agent Based Simulation (ABS). DES is one of the best-known types of simulation techniques in Operational Research. Recently, there has been an emergence of another technique, namely ABS. One of the qualities of ABS is that it helps to gain a better understanding of complex systems that involv...

This Case Study investigates the need of independent booksellers to transfer some of their existing business on-line in order to meet customer demands and competitive pressure. The growth of eCommerce has had an impact on rurally located independent booksellers who can no longer rely on the loyalty of their customer to travel to them which has had a subsequent effect on the sustainability of th...

This paper examines empirically the three concepts of loyalty that have been recently proposed in the literature: attitudinal loyalty, share loyalty, and differentiation loyalty. Measures of these concepts are compared at both aggregate (brand loyalty) and individual (customer loyalty) level. The findings support the view that each is indeed a separate concept, though each are, as hypothesised,...