Due to the scale, scope, and complexity of its impact, digital technology has been referred to as the fourth industrial revolution (Schwab, 2017). Researchers have called for a better understanding
What comes to your mind when you think of the brand name Mini Cooper or Grand Cherokee? Physical size would probably be among the first few associations that come to mind - Mini Cooper is physically
Consumers often need to make choices when some or all of the information relevant to the decision is not physically present. To deal with this, they need to retrieve the necessary information from
Using marketing promotions to attract customers is so prevalent that it takes something special for a given promotion to stand out (Kalwani and Yim 1992). In the Internet age, firms can ensure that a
Service delay, or unexpected delay after a service has been scheduled (Taylor 1994), is the most common type of service failure (Goodwin and Ross 1992). Unlike product failure that usually requires
