This paper provides a systematic review of consumer behaviour and order fulfilment in
online retailing. The objective of this review is threefold: first, to identify elements of order …

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 …

Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …

The aim of this qualitative study is to analyse the role of in-branch efforts of banks on
migrating customers from branch banking to digital banking in India. In-depth semi …

To compete in today's omni-channel business context, it is essential for firms to co-ordinate
their activities across channels and across different stages of the customer journey and the …

With remarkable growth of ICT development and the Internet popularity, the widespread use
of the electronic service is becoming inevitable. Furthermore, as the user adoption plays an …

Purpose–The paper aims to empirically investigate the relationship between perceived
service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures …

With the rapid development of mobile technology and large usage rates of mobile phones,
mobile instant message (MIM) services have been widely adopted in China. Although …

The most important stream of game developers' revenue is arguably via gamer's in-game
purchases. Previous literature has identified a number of strong determinants of online …

Purpose–The purpose of this paper is to understand customers' repurchase intentions in
online shopping. This study extends the technology acceptance model (TAM) by introducing …