Explaining market heterogeneity in terms of value perceptions

Article Abstract:

A study was conducted to examine how three relationship-based contingencies explain market heterogeneity in customers' perceptions of value. The study examines how special treatment of customers by service providers, the level of customer involvement with the service, and the customer's experience with a company, can act as predictors of market heterogeneity. Findings show the importance of relationships and experience in a service context.

Customer service, Support services

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The impact of buying environment characteristics of retail websites

Article Abstract:

A study was conducted to determine the extent to which buying environment characteristics are available on online apparel websites. A total of 96 online apparel websites were used in the study. Findings show that the extent to which online websites provide buying environment characteristics is apparently low, and that providing more information on these characteristics is positively related to company profitability.

Apparel & Shoe Stores, Clothing and Clothing Accessories Stores, Nonstore Retailers, APPAREL AND ACCESSORY STORES, Online shopping, Clothing stores, Online businesses

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The importance of hotel employee service attitude and the satisfaction of international tourists

Article Abstract:

A study was conducted to emphasize critical factors of hotel employees' service attitude that affect the satisfaction of international tourists. Findings show that the importance of employee attitudes and the levels of satisfaction vary among customers of different nationalities. These findings are expected to help managers in planning marketing and personnel training.

HOTELS AND OTHER LODGING PLACES, Tourist Travel, Behavior, Travel industry, Tourism, Hotel workers

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