The information technologies increasingly enable companies to set up websites for customers to design and purchase their own individualized products. Although customer co-design offer benefits for both suppliers and customers, how to manage the co-design process, especially the central interface features of design toolkit have emerged as a contentious issue among researchers and practitioners. ...

This paper presents a case study of implementing a user-centred approach in four software companies that, by supporting the development process, provide the municipalities with various self-service solutions for their citizens. This study outlines the process of how four companies develop their solution, including their customer involvement, end-user involvement, and product. The findings are c...

Increasing significance of the online consumer-to-consumer (C-2-C) auction market has amplified the need for buyers and sellers to engage in transactions with anonymous counterparts. The sequence of paying first and then taking delivery, introduces a great amount of risk for potential buyers. In order to mitigate this risk, online auction markets (OAMs) are employing an assortment of governance...

Despite widespread use, there is a void in our understanding of why, when, and how customers use service guarantees to evaluate service firms. Most previous research has focused on the effects of service guarantees prior to purchase, ignoring their beneficial effects on customer evaluations after the service has been experienced. This paper develops three conceptual frameworks that elaborate th...

In global manufacturing a paradigm shift from “make-to-stock” to “make-to-order” can be observed. This shift calls for new logistics strategies. Logistics should not focus exclusively on the efficiency of the distribution system. Beyond, it is important to integrate the order process into the logistics strategy. Our vision in writing this paper is an integrated fulfilment process from customer ...

Many firms increasingly offer community venues to their customers to facilitate social interactions amongst them. Prior studies have shown that community participants have high engagement and loyalty toward the firm, and provide useful feedback and referrals. However, it is not clear whether community participants are the firm’s fans to begin with and self-select themselves into the community, ...

Self-efficacy is a social psychological construct that is conceptualized from an agentic perspective and refers to the motivation to perceive oneself as a causal agent. Numerous studies have shown a strong positive relationship between self-efficacy and organization performance. A recent work place intervention within a division of a large Australian retail organization was designed to improve ...

As the oldest academic journal in marketing, Journal of Retailing publishes research dealing with all sorts of B2B and B2C retailing-related topics. However, there appears to be a perception that Journal of Retailing welcomes only research pertaining to B2C issues. In this article, we debunk that perception through an analysis of the content of Journal of Retailing articles published during the...

today, electronic banking has essential role in banking industry. challenges facing banking industry led to banks make to use electronic banking and delivery services and products throughout electronic banking. moreover, they are trying to understand their customers' needs and everyday increase service quality throughout electronic banking. this research tries to investigate effect of cust...