This is an exploratory study that has tried to identify the sources of satisfaction and dissatisfaction in technology-based service encounters. The study developed a classification of incidents into meaningful categories on the basis of these sources using the critical incident technique. The study then analyzed the differences, if any, with those of people-based interpersonal service encounters. It further examined the customer evaluations and intended behaviors related to the different categories developed previously. The study tried to explore the relationships between types of encounters and measures of attribution, complaining, and intended responses of repeat purchase and word-of-mouth communication. The study also tried to get an idea of the sustainability of these technology-based services.
In search of economic growth and prosperity, Indian civilization has developed new problem. In the maze of crisscross attack of communicable diseases, it is a matter of concern that non-communicable disease (NCD) is silently infecting the underdeveloped and developed nations leaving its long-term intensified effect on both social and political front, that is, a public health burden. Unhealthy lifestyle, such as urban consumption pattern, is the ‘anti-hero’ in the tragedy of development of health disparity contributing to lifestyle diseases. Nuclear family, being the most vulnerable to have NCDs, needs to be observed for its extended status of threat. With this objective, this article concentrated on the subjective probability of individuals of nuclear family to get affected by lifestyle diseases. The analysed result of primary data collected from 10 Kolkata-based superspeciality hospital’s OPD patients has confirmed the vulnerability of nuclear family of having NCDs. It also indicates the non-competitive probability of attack of NCDs and contagious diseases among nuclear families.
Information search is one of the major steps in the consumer purchase decision-making process and is also essential in making a sensible choice. Researchers have attempted in a variety of ways over the past few decades to explore consumers’ information search behaviour, largely for consumer goods. Today’s rapidly expanding financial services markets are also attracting researchers’ interest in investigating investors’ information search processes. Investors pursue information search activity to manage their expected return on their investment. The information search process helps them to create knowledge for better decision-making. Financial service providers are keen to understand investors’ information search process to establish client-centric advisory services. The present study focuses on exploring relationships among the antecedents of stock market investors’ pre-purchase information search behaviour. In a mediated moderation model, interrelationships between subjective knowledge perceived ability to search, and motivation to search were investigated. The role of investors’ age was also explored as a moderating variable.
E-tailing has had a phenomenal growth in the last few years but still great potential remains unused because of consumers' general lack of trust in online retailers. The purpose of this study is to develop and test an integrated model to understand the role of satisfaction and trust in building e-loyalty. It further explores the moderating effects of shopping levels on antecedents of trust, satisfaction and loyalty toward an Internet retailer. The study has used structural equation modeling to reveal the nature of relational influences of these constructs on loyalty. The moderating effects of the levels of shopping are observed as the price/value had a stronger effect on e-satisfaction for light shoppers, while e-trust had a stronger effect on e-satisfaction for heavy shoppers. This study not only advances our theoretical understanding but also helps practitioners to formulate strategies to convert light shoppers to heavy and loyal ones.
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