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 satisfaction with the e‐tailer spanning all transactions except the current encounter. Encounter satisfaction (ESat) is defined as the consumer's satisfaction with the current transaction. In the baseline model, four order fulfillment service quality (OFSQ) dimensions managerially relevant to consumer e‐tailing are examined: timeliness, availability, condition, and billing accuracy. The baseline structural model results support that OFSQ dimensions impact ESat, which in turn predicts two key consequences—repurchase intention and word‐of‐mouth. Adaptation theory is used to model the role of HSat, while controlling for transaction recency, vendor familiarity, and competitive pricing. HSat is shown to have pervasive main and interaction effects upon all baseline model relationships. These moderation effects have great managerial relevance. For example, the results illustrate a phenomenon similar to the service recovery paradox, wherein when a negative service encounter is followed by a highly positive service recovery event, previously dissatisfied consumers, as compared to previously satisfied consumers, respond with higher levels of current satisfaction. For managers, this finding is encouraging because policies that create highly positive events for consumers can thus supersede past negative experiences. Our results show however that HSat cannot be completely superseded by current OFSQ or current ESat.

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Despite the availability of numerous methods and publications concerning the proper conduct of information security risk analyses, small and medium sized enterprises (SMEs) face serious organizational challenges managing the deployment and use of these tools and methods to assist them in selecting and implementing security safeguards to prevent IS security compromises. This paper builds a case for and then outlines a possible approach and a multi-faceted research agenda for developing an " open development" strategy to address recognized deficiencies in the area of risk analysis to include developing: a multi-level risk assessment methodology and set of decision heuristics designed to minimize the intellectual effort required to conduct SME infrastructure level risk assessments, a set of decision heuristics to assist in the quantification of organizational costs, financial as well as non-financial, a knowledge base of probability estimates associated with specified classes of threats for use in the application of the aforementioned methodology and automated tool(s) capable of supporting the execution of the aforementioned methodology and heuristics.

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Appropriate vendor response to service failures (i.e., service recovery) may provide a means to strengthen their customer relationships. Service recovery is a well-investigated concept in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by exploring how vendors recover from service failures with product-oriented transactions (e.g., online purchasing of books, apparel) and with service-oriented transactions (e.g., online banking). Failures and recoveries in product-oriented and service-oriented transactions were explored after the content analysis of 513 customer-reported incidents. The findings show that vendors are not effectively recovering from service failures, regardless of the type of transaction. Results and implications of these findings are also discussed.

Despite the availability of numerous methods and publications concerning the proper conduct of information security risk analyses, small and medium sized enterprises (SMEs) face serious organizational challenges managing the deployment and use of these tools and methods to assist them in selecting and implementing security safeguards to prevent IS security compromises. This paper builds a case for and then outlines a possible approach and a multi-faceted research agenda for developing an " open development" strategy to address recognized deficiencies in the area of risk analysis to include developing: a multi-level risk assessment methodology and set of decision heuristics designed to minimize the intellectual effort required to conduct SME infrastructure level risk assessments, a set of decision heuristics to assist in the quantification of organizational costs, financial as well as non-financial, a knowledge base of probability estimates associated with specified classes of threats for use in the application of the aforementioned methodology and automated tool(s) capable of supporting the execution of the aforementioned methodology and heuristics.