: Mass customization has become one of the key strategies for a service provider to differentiate itself from its competitors in a highly segmented global service market. This pape...
Jian Cao, Jie Wang, Kincho H. Law, Shen-sheng Zhan...
The management of one-to-one business interaction is challenged by the latency in the acquisition of information about the individual customer's preferences. Although sharing ...
Barbara Negro, Angelo Difino, Fabio Bellifemine, G...
The promise of service orientation is that it enables an organization to prosper by delivering continuous value to customers. This prosperity is of strategic value to the organizat...
Arash Golnam, Gil Regev, Julien Ramboz, Philippe L...
Even as they enjoy impressive growth, one of the major challenges facing providers of online services is a high rate of customer turnover. It has adverse impacts on business perfo...
: This research develops, operationalizes, and empirically tests a model for explaining/predicting the satisfaction of customers with Internet-based services in the context of an o...