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Purpose -The purpose of this paper is to contribute to the development of animosity theory in three areas; construct domain, the mediating role of affect and model testing.Design/methodology/approach -Exploratory and empirical research is carried out in two countries in order to explore the domain and to test the factor structure and the hypotheses through confirmatory analysis.Findings -We find animosity is a four-dimensional construct which impacts buying behavior through affect.Originality/value -The research extends the domain of the animosity construct to a four-dimensional structure rather than the two-dimensional structure used in most previous studies. It is the first study to empirically test an extended animosity domain and investigate the mediating role of affective emotional responses between animosity and buying intentions.

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In the ever‐changing electronic environment of the twenty‐first century, price is one of the key strategic elements that is often overlooked by firms. The paper addresses differential pricing in business‐to‐consumer electronic commerce, in particular differential pricing for hotel services sold on the Internet. Hotels are able to take advantage of differential pricing for various segments because the market for hotels can be divided into narrow customer segments. An overview of e‐commerce and Internet marketing is provided. The characteristics of products sold online and differential pricing are discussed. Pricing policies for on‐line marketing are examined with a special emphasis on differential pricing, customer loyalty and segmentation. With the help of secondary data, online pricing strategies used by hotels on the Internet are evaluated. Finally, conclusions are drawn and implications for the hotel industry are discussed.

As the U.S. economy continues to shift from a manufacturing to a service orientation, it is important for marketers to understand the importance of reactively adapting to customers through the marketing concept. This manuscript deals with one aspect of that adaptive process: customer service satisfaction. The purpose of this paper is to develop a model (see Figure 1) that suggests the possible effect of each individual element of the services marketing mix on the customer's perception of the service. The customer experiences the service through the marketing mix; the critical elements in the services marketing mix that influence customer expectations being place, physical evidence, participants, and process. The customer's experience of the service, the feelings and perceptions, have a pervasive influence on attracting new customers and retaining existing customers. The proposed model is formulated on the basis of propositions that relate marketing mix variables to the customer's perception of service. The model incorporates customer expectations derived from his or her own experience or others' experiences with the service, the service price relative to the price of other identical services, and the organization's promotional methods for communicating the features of the service offered.