Drawing on trust transfer theory and signal theory, we investigate how perceived effectiveness of ecommerce institutional mechanisms (PEEIM) and perceived website quality of the seller (PWQS) moderate the relationships between trust in platform, trust in seller and purchase intention in the context of Consumer to Consumer (C2C) platforms. To test our proposed model, we surveyed 224 buyers of Ta...

We examined whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minority and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. Laboratory and field samples provide disturbing evidence generally...

The scope of this article is to explore the transaction profitability of frequent and sporadic buyers in the e-commerce arena. Evidence in relationship marketing literature stressing the impact of purchase frequency on customer transaction profitability as well as recent academic research challenging this approach and pointing out the importance of sporadic clients is analyzed and presented. A ...

The customers of modern telecommunication service providers implicitly create an interactive social networks of individuals, which both depend on and influence each other through various complex social relationships grown on friendship, shared interests, locality, etc. While delivering services on the individual basis, the social network effects exerted from customer-to-customer interactions re...

The primary focus of this research is to examine the extant research on the identification of individuals who have high potential for success in leadership roles, to review leadership theory as it applies to talent analytics, to identify current assessments that are available for predicting high leadership potential, and to examine the use of analytics tools in the field of human resources. The...

Concurrent enterprises and networks of business processes cannot function without each other. Cooperation in networks allows for faster reaction to business opportunities. Co-operation requires that the business processes and information technology (IT) systems within and between companies are well-aligned with the demands their environment puts upon them. This requires a careful and effective ...

While home services is a fast growing industry, little attention has been given to the management of its workforce. In particular, the productivity of home-service technicians depends not only on efficiently routing from customer-to-customer, but also the management of their skillsets. This paper introduces a model of technician routing that explicitly models individualized, experience-based le...

A rapidly changing competitive landscape and dynamic customer expectations require manufacturing firms to seek flexibility in product development. Product concept flexibility (i.e., developing design options) and product prototype flexibility (i.e., creating working models) emerge as effective ways to quickly develop new products that meet competitive challenges and satisfy customer demands. Pr...

One important aspect of consumer relationships is trust. Conducting business on the Web is relatively new compared to traditional business and many of the factors related to consumer trust related to the Web remained unexplored. To increase our understanding about trust building on the Internet, this article studies trust with a focus on its relationship to Web design characteristics, specifica...

In Today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. In respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. Commercial organiza...