Purpose – The purpose of this paper is to understand the factors which impact upon the consumers’ willingness to utilise company Facebook pages and e-word-of mouth by proposing and testing a conceptual framework which is inspired by theories in marketing and information systems fields. The authors believe that only by applying both theories will provide a more complete understanding of the relationship between brand experience and Facebook. The research model attempts to illustrate the factors according to customers’ intrinsic and extrinsic motivations and their impact on brand experience, brand Facebook page loyalty and e-word-of-mouth (E-WOM). Design/methodology/approach – The authors adopted an online survey method for data collection. The subjects the authors used were Facebook users. The data were collected in Taiwan over spring 2011. The authors then used the structural equation model to analyse the data collected. Findings – The findings suggest that users are influenced by the technical characterises of a brand Facebook page, such as ease of use and usefulness, which might be combated by attempting to reduce customer effort when accessing Facebook pages. The authors conclude that customer effort influenced brand experience and consequently loyalty to brand Facebook pages and E-WOM. Research limitations/implications – The limitations of this study relate to the investigation of consumer perspectives in a specific geographical context and time frame. Originality/value – The study's contributions are both theoretical and practical, as it offers new insights into brand experience attitudes in an online environment and useful insights to companies willing to market themselves on Facebook.

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Product recommendation systems are essential for enhancing customer experience, and integrating them with mobile apps is crucial for improving usability and fostering user engagement. This study proposes a hybrid approach that utilizes comparative facts from pairwise comparison data and comparison lists, with association rules as the method to formulate the recommendation system. The study employs a dataset from the New-Cars Database app, comprising 30,867 vehicle comparisons made by 5327 users across 40 car brands and 870 cars from 30 January 2015 to 2 April 2015. Two metrics are developed to measure the system’s output under varying support and confidence thresholds. The findings suggest that adjusting the support and confidence values can improve the breadth and depth of product recommendations. In addition, the unit of analysis can affect the recommendation system’s output, with comparison lists supplementing and expanding the exploration of potential outcomes. The proposed hybrid approach aims to provide more reliable and comprehensive product recommendations by combining both approaches and has implications for both academic and managerial contexts by facilitating the development of effective recommendation systems.

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<p>This work analyzes the effects that service employee prohibitive voice behavior has on customer perceptions of the procedural justice received, and the consequent customer citizenship behaviors (CCB). Prohibitive voice expresses the service workers’ concern about existing or upcoming practices, events, or acts that may harm their service outcome. While this voice has been recognized as constructive and helpful to organizations, its roles regarding customer perceptions and CCB remain unexplored. Beginning with a brief review of the conceptual background of prohibitive voice, procedural justice and CCB, this paper proposes a model to test these relationships empirically. This study contributes to service research by applying the concept of “prohibitive voice” to service encounters. Implications for managing service encounters are also discussed herein.</p>