Negative disconfirmation will usually lead to switching behaviour and attenuate customers’ repurchase intentions, a that undercut businesses’ profitability. Limited research discussed post-purchase behaviour, in general, how retain aggrieved customers during the online shopping experience, particular. This study investigates observed behavioural outcome of Malaysian with regard future buying de...

The customers ’preference is derived from reflection on a product or special commercial brand, and factors such as positive appraisal of a brand performance and holding advantages and being unique, establishes the preference. This study aimed to develop a model of female customers' preferences in selecting banks and to train senior managers and banking staff. It had an applied objective, adopte...

We use the results of three large-scale field experiments to investigate how the depth of a current price promotion affects future purchasing. While most previous studies have focused on packaged goods sold in grocery stores, we consider durable goods sold through a direct mail catalog. The findings reveal different effects for firsttime and established customers. Deeper price discounts in the ...

We study a first passage time problem for a class of spectrally positive Lévy processes. By considering the special case where the Lévy process is a compound Poisson process with negative drift, we obtain the Laplace-Stieltjes transform of the steady-state waiting time distribution of low-priority customers in a twoclass M/GI/1 queue operating under a dynamic non-preemptive priority discipline....

The present study aims to investigate the effect of ideal self-congruence, brand attachment and some personality factors on the negative behaviors of consumers such as compulsive buying, anti-brand actions, and trash talking. The research population was comprised of customers of four IT service brands including Samsung, HP, Sony, and Apple in Iran. Structural equation modeling approach and PLS ...

Quality management is continuously evolving and the progression so far is frequently described in terms of four stages. According to these descriptions, Total Quality Management (TQM) constitutes the currently highest level, or fourth stage, of quality management. Despite the divergence of views on what constitutes TQM, it is commonly described as a number of diverse activities, here designated...

Dissatisfaction is one of the factors that drive customers’ decisions to reduce repurchase intention. Repurchase is crucial to the success of online stores. The present study attempts to examine what coping behavior will be triggered by negative emotion in e-commerce and examines the potential influence of coping behavior on customer repurchase decisions in e-commerce. A research model that ref...

This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers’ emotional responses to service failures influence their satisfaction judgments after accounting for cognitive antecedents of satisfaction. The study also considers how customers’emotional responses to service failures influence how they evaluate an organiza...

In this work we address an IT service customer’s challenge of selecting the cost-optimal service among different offers by external providers. We model the customer’s optimization problem by considering the potential negative monetary impact of different combinations of sequential service incidents on a customer business process – reflected via “business cost”. First, we describe which informat...