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This study examines the effect of design quality (i.e. appearance, navigation, information and interactivity) on cognitive and affective involvement leading to continued intention to use the online learning application.

We assume that design quality potentially contributes to enhance the individual's involvement and excitement. An experimental prototype is developed for collecting data used to verify and validate the proposed research model and hypotheses. A partial-least-squares approach is used to analyze the data collected from the participants (n = 662).

Communication, aesthetic and information quality revealed to be strong determinants of both cognitive and affective involvement. However, font quality and user control positively influence cognitive involvement, while navigation quality and responsiveness were observed as significant indicators of affective involvement. Lastly, cognitive and affective involvement equally contribute to determining the continued intention to use.

This study will draw the attention of designers and practitioners towards the perception of users for providing appropriate and engaging learning resources.

Prevalent research in the online context is focused primarily on cognitive and utilization behavior. However, these works overlook the implication of design quality on cognitive and affective involvement.

The purpose of this paper is to investigate the criteria invoked by university students when choosing banking services, and determine whether male and female students rate the importance of the various criteria differently.

Data are gathered via a quantitative approach using a questionnaire, from 300 students of a public higher learning institution in the Federal Territory of Labuan, Malaysia. The students were all aged between 18 and 25 years old, and the data obtained are analysed using exploratory factor analysis and confirmatory factor analysis findings, prior to using Statistical Package for Social Sciences to conduct a multiple discriminant analysis.

The multiple discriminant analysis revealed that bank services, people influences, electronic services, and banking security significantly affect students’ decisions when choosing banking services, and that female students attach more importance to each of these factors than do their male counterparts.

Banks as financial service providers should provide less complex and more user-friendly banking systems and services that require minimal mental and physical effort for students, and should ensure their compatibility with students’ banking norms and lifestyles.

The identification of the most noteworthy criteria for choosing banking services, particularly accounting for gender differences among university students, provides information to banks that allows them to improve their standards of service, offer more attractive incentives and increase their visibility, thereby attracting and retaining customers.

The primary aim of this paper is to critically review the literature that explicitly addresses the adoption, application and impact of internet technologies, by retailers, for the promotion and sale of merchanidise. In particular, this paper seeks to present a holistic and critical review of the early predictions, with regard to the uptake and impact of internet retailing; critically reappraise these claims in light of current trends in internet retailing; and explore where e‐tailing may be heading in the coming years.

The paper adopts an extensive and critical review of the literature, with regard to the adoption, uptake and impact of internet retailing, as published in the academic literature over the past 20 years.

In hindsight, it can be seen that many of the original predictions, made at the dawn of the internet era, have not become a reality: retailers are not cannibalising their own custom, virtual merchants are not dominating the market‐place, and the high street has not, as yet, been put out of business. By contrast, other predications have come to pass: electronic intermediaries are playing an increasingly important role, “one‐to‐one” marketing has become a reality, prices are more competitive, and perhaps most importantly the consumer has become more powerful.

Providing a brief review of the past, present and future of online retailing is an extremely ambitious undertaking, especially given the vast amount of literature that has been published in this area. In attempting to provide an overall impression of the broad themes, and most important findings, to emerge from this important body of literature, it is inevitable that many important pieces of work will have been either missed or underplayed. Consequently, there is a need for follow‐up studies that aim to provide deeper and richer reviews of more narrowly defined elements of this vast landscape.

This study presents one of the first and most thorough reappraisals of the initial literature with regard to the likely development, implications, and impact of internet retailing. Moreover, the paper seeks to break new ground by attempting to use the current literature to help predict future directions and trends for online shopping.

The primary aim of this paper is to critically review the literature that explicitly addresses the adoption and application of internet technologies, by retailers, for the promotion and sale of merchandise. In particular, this study seeks to present a holistic and critical review of what is currently known, in order to help establish the gaps that will need to be addressed in future research studies.

The study adopts both quantitative and qualitative approaches to conduct the review, in an attempt to ensure that it is well focused and systematic.

The key finding of this study is that whilst the internet retailing literature is extremely wide‐ranging, and somewhat fragmented, it can be decomposed into three broad categories: the retailer perspective; the consumer perspective; and the technological perspective. Moreover, it has been noted that whilst the strategic potential of the internet is routinely mentioned in nearly all studies of electronic retailing, there have been very few studies that have explicitly or empirically targeted its strategic management.

The major limitation of this study is that due to the sheer volume and fragmentation of the literature in the domain, the paper has been based primarily upon a review of ten key journals, rather than every paper that has been published on internet retailing. However, because the target journals have been carefully chosen and systematically reviewed, we believe that the study should have many important implications for researchers, particularly in terms of where future studies of internet retailing might best be positioned.

This research offers a synthesis of the literature, which provides significant new insights into the field of internet retailing, and in particular its strategic importance.

The purpose of this paper is to employ a cross-cultural perspective to propose and empirically evaluate four models focusing on the role of satisfaction and trust in the formation of online travel purchase intentions.

A proposed model is compared with three alternative models of the relationships among, and impact of, independent variables on purchase intentions. Data from South Korea and UK are used to examine the proposed relationship and select the best model among four alternative models.

Results suggest that there are significant differences as well as similarities across consumers in South Korea and the UK. Customized information has a direct affect on both satisfaction and trust. The effect of satisfaction on purchase intentions is mediated by attitude toward web site only in the UK sample, while it has direct and indirect effects on purchase intentions in the South Korean sample. However, the relationship between trust and purchase intentions is not supported in both data sets.

This study proposes four alternative models that include customized information as a key variable influencing purchase intentions. Hierarchical structural model analysis is utilized to evaluate these models and select the best fitting model.

This paper is the third report on an enlarging worldwide study of university students’ attitudes and opinions related to e‐commerce. The data set is made up of over 600 business majors distributed between three US and one Australian university. The purpose of the study was to explore students’ attitudes and opinions related to e‐commerce and how those varied based on gender, technology adeptness, shopping intensity, and university affiliation. Differences did exist between the more and less technology adept shoppers. In addition, differences existed between those who had higher or lower shopping intensity. Gender and university affiliation appeared to play little role. These differences perhaps could be utilized by entrepreneurial e‐commerce firms to make their sites more efficient for shopping cart completions and, in this case, for student shoppers. E‐marketing at the entrepreneurship interface appeared similar for students in English speaking countries.

The “4Ps” of the marketing mix have long been popular with students, tutors, trainers and practitioners as a learning and teaching aid. The purpose of this paper is to present an equivalent tool for retail and e‐retail: “Sale the 7Cs”.

The approach is by reference to and synthesis of other authors’ versions of the marketing, retail and e‐retail mixes, distilled into a simplified framework.

The findings or outcome of the study are summarised into a framework that has seven components, linked by the “C” mnemonic. Starting with C1 for convenience; the framework also includes C2 for customer value and benefit, C3 for cost to the customer, C4 for computing and category management, C5 for customer franchise, C6 for customer care and service and C7 for communication and customer relationships. This simplified mnemonic is new for (e‐)retail.

Mini case examples are used to illustrate the applicability. These have a practical value for trainers and educators as specimen answers to activity exercises. Retailers may find the convenient 7Cs structure useful when planning strategies and tactics.

The purpose of this paper is to develop, measure and empirically validate a scale that captures the full dimensionality of selection attributes considered by customers when choosing a bank.

Focus group interviews were conducted and a well-structured questionnaire was designed. The validity of this scale was tested in accordance with the psychometric scale development procedure.

Contrary to some assertions in past literature, the results suggested service delivery and cost/price as among the most important determinants of the bank selection decisions of consumers.

The practical implications drawn from this study involve the seven constructs which could be adopted by the bank managers, advertising executives and marketing experts in providing good quality services resulting in overall higher levels of customer satisfaction. These decision makers can apply the constructs from the study to identify factors most appealing to both potential and existing customers and build up effective marketing strategies to attract new customers and retain existing ones.

This research paper signifies the leading studies for advancing a validated tool to measure the customers’ selection decisions for banks. As a result, this valid and reliable scale would bring standardization to research conducted in the field of bank selection attributes.

Financial services are inherently intangible and high on experience and credence qualities. In order to promote them effectively, a service provider must first identify the dimensions used by consumers to evaluate the service quality of banks prior to becoming a customer. Based on responses from customers of a credit union, the current study identifies four dimensions – empathy/assurance, tangibility, routine transaction cost, and loan transaction cost – which form the domain of consumer's evaluation of search quality in the financial services industry. Further, the relationships between these search quality factors and overall assessment of respondents' current bank is also investigated. The results indicate that higher levels of importance accorded to search quality factors, especially loan transaction costs, were associated with extreme (good or bad) assessment of current bank. The importance accorded to these search quality factors was also tested against contingency variables such as gender, marital status, age, household income, employment status, education, and house ownership. Of these, gender and home ownership emerged as the strongest determinants. These findings suggest that bank managers should be cognizant of search quality factors and their relations with the appropriate contingency variables.

This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms.

The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry.

Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function. The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development.

Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction. The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications. To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders.

Industry can use the new framework and re-position CSS of the organizations. The CSS unit can be different from other business units in the organizations. The CSS would evolve and emerge from the live customer insights. CSS unit can be managed by the C level chief CSS officer. Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer. Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning.

This is the original piece that has emerged from the experience and expertise of the authors.