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Purpose -This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services. Design/methodology/approach -A research model was designed to identify multi-dimensions of mobile service quality and perceived value, and investigate their influences on satisfaction and loyalty. Structural equation modeling was employed to test hypotheses. Findings -Statistical analysis identified five distinct dimensions of mobile service quality, and their direct and indirect effects on economic value, emotional value on loyalty intention through satisfaction. Two dimensions of perceived value (i.e. economic value, emotional value) had significant influences on customer satisfaction, and then, on loyalty intention. Also, the results show interrelationship between economic and emotional value. Originality/value -In particular, each dimension of mobile service quality appeared to have different effects on perceived economic value, emotional value, and the level of satisfaction. Accordingly, mobile service managers are recommended to develop strategic promotion efforts based on targeted consumers' needs and marketing goals.

This study investigates consumers' importance evaluation and usage of the Internet as an information source, compared with other traditional information sources. The main issue is the extent to which experience products can be transformed so as to be searchable on the Internet. The results of a web-based survey showed that consumers of experience products tended to use more online information than those of search products. Online information sources from other consumers and neutral sources were perceived to be more important and were used more often by the consumers of experience products; whereas retailer/manufacturer websites were perceived to be more useful by consumers of search products. Perceived usefulness, perceived ease-of-use, market mavenism, and usage of offline information sources were also positively related to the usage of online information.KEY WORDS: experience products; online information search; search products.Unlike traditional information sources, such as TV, newspaper and magazines, the Internet provides consumers with more interactive communications, which is its unique characteristic as a medium (Porter, 2001). The analysis of how consumers use the Internet as a new information source thus becomes an interesting topic for both

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Purpose -To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site. Design/methodology/approach -Based on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis. Findings -The speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment. Research limitations/implications -Text analyzer has certain software limitations that should be considered. While searching for word patterns, it is possible for the software to use one of several clustering methods, which may be open to subjective interpretation to some extent. The quantitative portion of the study was also limited by the four attribute categories that were used by the online third party web site. Practical implications -The results provide very practical information and impartial advice for online retailers to improve their service by managing reputation in third party consumer evaluations. Originality/value -Provides an initial step towards understanding the nature of online store third party complimenting and complaining behaviour.