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The purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting.

This research addresses three unanswered questions regarding satisfaction and service quality: the distinction between customer satisfaction and perceived service quality; their causal ordering; and their relative impact on intentions. The data were collected using a large survey of buyers in a business setting.

The data were analyzed using structural equation modeling. The results show that service quality has a larger impact on intentions than does customer satisfaction. The results also show that the effects of individual transactions on intentions are mediated by corresponding cumulative constructs.

The primary implications for theory include demonstrating the distinction between satisfaction and service quality; specifying, based on theory and logic, the causal ordering between transaction constructs and cumulative constructs, and between service quality and satisfaction; and assessing their relative impact on behavioral intentions.

The results show that one negative transaction outcome may not be sufficient to cause the customer to switch if the cumulative levels are sufficiently positive. Thus, a negative outcome may be discounted by the user if it is seen as a unique occurrence. However, a series of successive negative transaction outcomes may cause the cumulative constructs to become less positive, resulting in lower intentions to repurchase from the same supplier.

Becoming a scholar is a unique experience for each individual. It does not suddenly happen in the graduate office where you officially submit the final copy of your doctoral dissertation, along with a check for fees payable, and the clerk hands you a small green receipt with a curt, “Congratulations”. It is a journey. A journey, if undertaken properly, that does not really ever end.

Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence down into manageable chunks, covering: age discrimination in the workplace; discrimination against African‐Americans; sex discrimination in the workplace; same sex sexual harassment; how to investigate and prove disability discrimination; sexual harassment in the military; when the main US job‐discrimination law applies to small companies; how to investigate and prove racial discrimination; developments concerning race discrimination in the workplace; developments concerning the Equal Pay Act; developments concerning discrimination against workers with HIV or AIDS; developments concerning discrimination based on refusal of family care leave; developments concerning discrimination against gay or lesbian employees; developments concerning discrimination based on colour; how to investigate and prove discrimination concerning based on colour; developments concerning the Equal Pay Act; using statistics in employment discrimination cases; race discrimination in the workplace; developments concerning gender discrimination in the workplace; discrimination in Japanese organizations in America; discrimination in the entertainment industry; discrimination in the utility industry; understanding and effectively managing national origin discrimination; how to investigate and prove hiring discrimination based on colour; and, finally, how to investigate sexual harassment in the workplace.

This paper aims to determine a scale for measuring psychological factors of apparel-buying intention for young Indian online shoppers.

Churchill’s three-stage systematic scale-development methodology is used to develop a psychometric scale. Items were generated and selected in Phase I, followed by scale refinement in Phase II and scale validation in Phase III.

The final scientifically validated scale has 36 item scales that measure 10 psychological factors of apparel online-buying intention for online shoppers, from which “perceived value” emerged as the most significant factor.

This scale is a sector-specific scale that cannot be generalized to other sectors; therefore, further iterations/customizations should be made in future studies for applicability in other sectors.

This reliable and valid scale will help marketing managers to understand online shopper behavior and formulate effective strategies for online shoppers.

This paper, to the author’s knowledge, is the first attempt to develop a validated tool to measure the psychological factors of apparel-buying intention for young Indian online shoppers. This scale encompasses all important touch-points in measuring psychological factors influencing online buyer behavior for apparel products.

The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective.

Drawing on the cognitive appraisal theory, this paper relates forgiveness cognitive, emotional and motivational patterns with differences in cultural values' orientations.

The insights from this paper suggest that idiocentric customers are more likely to adopt problem solving strategies when they decide to forgive, whereas allocentric ones tend to regulate their emotional responses to their environment such as expressing benevolence and goodwill, as they are more sensitive to maintaining connectedness within group members.

Albeit conceptual and exploratory in nature, this paper is intended as a beginning for further empirical validation and theoretical refinement. The paper contends that forgiveness is a dynamic, interactive process that should be investigated with different sequential orders. Furthermore, as customer forgiveness is related to time, longitudinal studies are more appropriate to test the proposed model.

Firms serving international markets as well as multiethnic ones would have advantage to understand cultural differences in shaping customer forgiveness. This is relevant to conceive efficient marketing strategies aiming at managing interpersonal conflicts with wronged customers and promoting benevolence and goodwill.

Little is known about customer forgiveness. This paper adds a new insight by examining cultural effects on forgiveness process, allowing for a more comprehensive view of customer forgiveness triggers.

We make use of the Volunteered Geographic Information (VGI) data to extract the total extent of the roads using remote sensing images. VGI data is often provided only as vector data represented by lines and not as full extent. Also, high geolocation accuracy is not guaranteed and it is common to observe misalignment with the target road segments by several pixels on the images. In this work, we use the prior information provided by the VGI and extract the full road extent even if there is significant mis-registration between the VGI and the image. The method consists of image segmentation and traversal of multiple agents along available VGI information. First, we perform image segmentation, and then we traverse through the fragmented road segments using autonomous agents to obtain a complete road map in a semi-automatic way once the seed-points are defined. The road center-line in the VGI guides the process and allows us to discover and extract the full extent of the road network based on the image data. The results demonstrate the validity and good performance of the proposed method for road extraction that reflects the actual road width despite the presence of disturbances such as shadows, cars and trees which shows the efficiency of the fusion of the VGI and satellite images.