Businesses offering video-on-demand (VoD) and downloadable-CD sales are growing in the Internet. Batching of requests coupled with a one-to-many delivery mechanism such as multicast can increase scalability and efficiency. There is very little insight into pricing such services in a manner that utilizes network and system resources efficiently while also maximizing the expectation of revenue. I...

Customer satisfaction and loyalty on mobile information services have been investigated in academic literature. However, there are not many researches on the factors with a specific focus on multiple utilitarian services on a crossnational basis. This research examines the antecedents of customer satisfaction and loyalty through a survey of young adult mobile users in Japan and US, respectively...

This research advanced the development for a theoretical framework of service experience in Service Science discipline. Service experience is composed of a series of complicated services and influenced by many factors. Customer psychological status is the important one to be investigated. Accordingly, we proposed a theoretical framework of service experience based on the perspectives of custome...

Aiming at the actuality that the research about costumer service recovery prediction structure is relatively deficient under the background of China culture, based on literature analysis, profound interview, opening investigation and expectation research, we adopt exploratory factor analysis method and confirmatory factor analysis method to develop and validate the scale used to measure custome...

Along with the e-commerce development, relationship between customers and vendors in e-retail market arouses researchers’ attention. The technology explosion, particularly in the area of knowledge management, makes track of customer behaviour possible. Much research has been done on trust and satisfaction in e-commerce, but little studies integrate confirmation of expectation and sense of belon...

We show that some of the most common beliefs about customer-perceived quality are wrong. For example, 1) it is not necessary to exceed customer expectations to increase preference, 2) receiving an expected level of bad service does not reduce preference, 3) rational customers may rationally choose an option with lower expected quality, even if all nonquality attributes are equal, and 4) paying ...

Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors ...

This paper explores the impact of customization on customer satisfaction for mobile commerce. Customer satisfaction is one of the essential goals of CRM. Prior research has identified various determinants of customer satisfaction. Customization contributes to customer satisfaction by shaping customers’ perception of the quality of products and services. In the context of mobile commerce, many t...

This paper examines the customers' expectations and their perceptions related to various services offered by banking industry. Customer satisfaction being top priority across all industries, we find determinants of service quality performance in Banks. Being industry there may be a big difference between expected perceived quality. Expectation customers with regards can vary based on range fact...