In the digital world, marketing communications is concerned with creating presence, creating
relationships, and creating mutual value. The Internet as a marketing channel is interactive …

Customer knowledge is an important asset for all businesses. The rhetoric of e‐business
emphasises the opportunities for knowing customers in the digital economy. This article sets …

Advancements in information technology have changed the way customers experience a
service encounter and their relationship with service providers. Especially technology-based …

This article presents an exploratory study of a conceptual model of perceived customer
value in a business‐to‐consumer e‐commerce setting. Key precursors of perceived …

Many Internet applications do not fully utilize the unique nature of the Web, which in its
purest form involves interactive, personalized information service. The true nature of the …

3. Identify and justify strategic solutions that add value to an organization in a way which is
innovative, flexible, and responsive to the particular situation and context; 4. Formulate and …

The measurement of online self-service quality has become increasingly crucial as firms
deliver an expanding array of services through their Web sites. Substantial research …

Scale economies are commonplace in operations, yet because of analytical challenges,
relatively little is known about how firms should compete in their presence. This paper …

A new literature is emerging around the role of self‐service technologies (SSTs) such as
airline ticketing machines, automatic teller machines, and computer‐based shopping …

Aubiquitous feature of even the fastest self-service technology transactions is the wait.
Conventional wisdom and operations theory suggest that the longer people wait, the less …