Purpose -The purpose of this paper is to compare perceptions of retail logistics service quality among Romanian and Tunisian customers, and determine which dimensions of logistics service quality have the greatest influence on customer satisfaction and loyalty. Design/methodology/approach -Data were collected using self-administered questionnaires from two convenience samples of hypermarket customers (100 in Romania and 100 in Tunisia). Logistics service quality was measured using two dimensions: the relational LSQ (The perception of Carrefour employees' assurance, responsiveness and caring) and the operational LSQ (Carrefour reliability). Data were analyzed by using confirmatory factor analysis, ANOVA and linear regression. Findings -Respondents in both countries reported high levels of perceived logistics service quality in Carrefour. However, Romanians reported higher perceived logistics service quality than Tunisians for both dimensions. In the Tunisian sample, relational LSQ was the most important predictor of satisfaction, and the most important predictor of loyalty was the operational LSQ; in the Romanian sample, relational LSQ was the most important predictor of both satisfaction and loyalty. Practical implications -Romanian Carrefour managers should focus on the customers' relationships with the staff in logistics service by implementing appropriate customer-oriented training programs. Tunisian Carrefour managers should focus on the ability to perform the promised service dependably and accurately. Originality/value -Despite the large number of studies on individual countries, no study compares logistics service quality among different countries. The present study compares perceptions of logistics service quality between consumers in two countries -Romania and Tunisia -that have different economic and cultural environments. This study shows that logistics service quality is an essential factor in satisfying and retaining retail customers in the retail sector.

This study proposes to identify the determinants of accepting e-learning by the employees of the Tunisian Post Office using the Technology Acceptance Model (TAM). An empirical study was conducted over a sample of 200 Tunisian employees. Our results indicated that for the Tunisian employees perceived usefulness, perceived ease of use, mastery of new information and communication technologies (NICT) as individual factors as well as the proposed technique as an organisational factor represented the main determinants of e-learning acceptance.

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The aim of this research is to study the effect of ambient scents on consumers' responses and in particular the moderating effect of consumer type (hedonic vs utilitarian) and his accompaniment state (accompanied vs single).An experiment was conducted in a real business context (NIKE store), where 400 customers were surveyed. The results indicate that a pleasant ambient scent improves evaluation of store environment, products, quality of services provided, the level of pleasure experienced, the level of stimulation, their intention to revisit the store and customers' spending. However, ambient scents have no effect on the real time spent in the store. Finally, in the presence of an ambient scent, it was found that hedonic customers intend more to revisit the store than utilitarian ones and that accompanied customers tend to spend more and have more fun shopping than single customers.