Internet discussions as a source for consumer product customer involvement and quality information: an exploratory study

Article Abstract:

An exploratory study was conducted to monitor the use of Internet discussions by a consumer product manufacturer to develop more direct links to the consumer. Messages containing the name of the company was monitored for one year and their content was analyzed. The purpose of the analysis was to evaluate the potential of Internet discussion groups as a tool to link quality management efforts to customer wants and needs.

Quality Control Management, Customer Relations, Internet, Quality control

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Customer expectations in online auction environments: an exploratory study of customer feedback and risk

Article Abstract:

Customer feedback on eBay is used to gauge customer's emphasis on varying dimensions of quality for different levels of risk. It is found that customers value service quality in low risk product while the product quality is more preferred in high risk products.

Consumer Behavior, Risk perception, Online auctions, Feedback (Psychology), Consumer behaviour, Feedback (Communication), Online auction, Case study

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A video method for empirically studying wait-perception bias

Article Abstract:

A video-based data collection methodology is used for studying wait-perception bias. It is shown that the presence of a wait explanation has a considerable influence in wait-perception bias regardless of customer or server cause.

Video equipment, Selectivity (Psychology), Report, Perceptual bias, Waiting lines

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