By taking advantage of social networking capabilities, social commerce provides features
that encourage customers to share their personal experiences. The popularity of online …

The objective of this research was to examine airline passengers' service recovery
assessments. In addition, the impact of loyalty was examined with relation to postrecovery …

The paper investigates and compares different groups of customers (stayers and switchers)
in terms of antecedents of customer loyalty in the telecommunications (telecom) sector …

Negative disconfirmation will usually lead to switching behaviour and attenuate customers'
repurchase intentions, a behaviour that will undercut businesses' profitability. Limited …

The purpose of this study is to investigate the incidence of service failure in rendering
service process during COVID-19. It further explores the outcomes of service recovery …

Customer loyalty has gained foremost attention among the practitioners and the academic
researchers because of its proximity to organizational growth, profit and survival. Based on …

Purpose-The Telecommunication sector in Kenya is one of the main drivers of the Economy.
This paper seeks to use Porter's Five Forces Model to empirically review the competitive …

Purpose The global increase in coffee consumption has increased competition among
cafes, generating the need to find ways of increasing customers' revisit. Considering this …

In the past decade, the competition has increased in mobile telecommunication services;
moreover, a stagnating rate of diffusion suggests that the market may have reached maturity …

Purpose The purpose of this paper is to examine the impact of three different dimensions of
switching costs on customer dissatisfaction response styles as well as on the evaluation of …