Purpose–The purpose of this paper is to review research and is to gather conceptual
perspectives on the role and nature of e‐service, and the e‐service experience. Recent …

This study examines how the certainty of consumer needs affects consumers' acceptance of
artificial intelligence (AI) chatbots in the online pre-purchase stage. Three experiments are …

Services marketing research increases in both intensity and relevance as services
contribute an increasing share of the world's economy and as firms and their customers …

This article argues that as the importance of digital content to business and society grows it
is important seek a holistic perspective on the definition and nature of digital content …

Zusammenfassung Das Mobile Marketing erfährt durch die flächendeckende Verbreitung
von Smartphones und anderer mobiler Endgeräte eine stetig wachsende Bedeutung im …

The study focuses on comparative effectiveness of two e-tail servicescape dimensions, eg,
product assortment and order fulfillment on consumers' online purchase intentions for …

The authors document the effects of the aesthetics and professionalism of virtual
servicescapes on customer feelings of pleasantness, satisfaction, and approach toward …

E-tailers deliver services in two phases: before the sale takes place, and after the sale is
over. Previous research in behavioral science has suggested that the time sequence of …

This study focuses on whether historical satisfaction with an e‐tailer (HSat) moderates
baseline relationships in order fulfillment service quality models. HSat is defined as …

We consider an inventory fulfillment-allocation and transshipment problem in an e-tailing
environment. For a typical e-tailer, each customer demand is fulfilled from the closest …