The purpose of this study focuses on the role of Customer Perceived Value (CPV) in building Word of Mouth (WOM) and loyalty at the Business to Business (B2B) context. More specifically, we examine the proposition that customer perceived value in service providers with unique antecedents and consequences. Data were collected in the main study by measuring the participants through face-to-face in...

Pledging lifelong loyalty to an ingroup can have far-reaching behavioural effects, ranging from ordinary acts of ingroup kindness to extraordinary acts of self-sacrifice. What motivates this important form of group commitment? Here, we propose one especially potent answer to this question-the experience of a visceral sense of oneness with a group (i.e., identity fusion). In a sample of British ...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

Many academicians have accepted the significance of loyalty in service industries (Bloemer et al., 1999; Caruana, 2002; Asuncion et al., 2004) and its potential impact on the development of sustainable competitive edge (Keaveney, 1995; Gremler and Brown, 1996) for the service firms. This may be attributed to the unique nature of services, increased dependency on technology and greater customer ...

China’s C2C electronic market has been growing very rapidly. Eachnet, which had been the largest Chinese online auction company, after merging with eBay, quickly lost its market share to a newly-launched Chinese company, Taobao. What is the nature of the market? What strategy is the most suitable to the current Chinese market and likely to lead to success? Based on the CRM process model, we con...

As e-commerce is growing rapidly, the need for an evaluation model of Internet business is increasing as well. This paper suggests a comprehensive evaluation model for one of the most important e-commerce systems, which is cyber trading system for stocks and bonds. Through an empirical study based on the evaluation model, this research identifies critical design factors for cyber trading system...

Security and Privacy has become a dominant issue for both consumers and corporations. In this paper, we investigate how customer behavior is affected after they have been a victim of financial fraud. Our analysis provides insights into how security concerns affect the continuation of the existing relationship of the customers depending on kind of fraudulent transactions. With the data from one ...

FREE Issue! Our first issue of Frequencies: The Journal of Size Law Applications, is available free to anyone visiting our website, www.ekaros.ca. You can also download for free a mathematical supplement to this issue, “Getting Started with Benford Forecasting,” and other interesting articles. Tell your colleagues! So do hundreds of other time variables, from the time required to sell a house, ...

Information technology has transformed how travelers interact with travel service providers. Due to fierce competition in the online air travel industry, e-ticketing services have focused attention on fostering customer loyalty. This is an important strategy because, in general, initial transactions with new customers are less profitable than transactions with existing customers. Drawing on res...

Faced with an array of scandals and challenges caused by environmental pollution and exploitation of workers, apparel retailers are often compelled to re-think their strategies in compliance with environmental governance, and to implement specific measures aimed at environmental protection and preserving resources. By adopting green-based strategies to reach their target segments, retailers see...