Managerial implications of predicting purchase behavior from purchase intentions: a retail patronage case study

Article Abstract:

Purchase intent is shown to be an inadequate tool for forecasting purchase behavior. Findings are based on distinct attitude differences between customers who exhibit strong purchase intent and then make a purchase and those who also exhibit intent but do not. Implications for service mix strategies are discussed.

Psychological aspects, Influence, Intention, Intention (Psychology)

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Jaycustomer behavior: an exploration of types and motives in the hospitality industry

Article Abstract:

"Jaycustomer" is defined as a customer who acts deliberately in an abusive or thoughtless way, thus creating problems for employees, companies, and/or other customers. Using critical incident technique, the activities and motives of jaycustomers are identified and analyzed, and implications are discussed.

Customer Relations, Antisocial behavior, Antisocial behaviour

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Critical service quality encounters on the Web: an exploratory study

Article Abstract:

The critical incident technique is used to analyze customer perceptions of Web site service quality, and assess whether similar factors contribute to low and high perceptions of quality. Customer search behavior is also analyzed.

On-Line Information Services, Marketing procedures, Videotex & Teletext, Telegraph & other communications, Product quality, Methods, Online services, Internet services, Quality management, Customer satisfaction, Cable television/data services

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