Purpose -The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the process by which the cognitive and affective antecedents influence customer loyalty. Design/methodology/approach -An online survey was conducted to gather data from Gmail users. Data were analyzed using structural equation modeling. Findings -Results indicate electronic service quality and e-trust (cognitive) impact customer loyalty through affective variables like emotions, satisfaction, e-trust (affective) and affective commitment. Results also indicate that e-mail service providers who intend to build long term relationships with their customers will benefit by investing in emotional factors along with cognitive factors. Research limitations/implications -A predominantly male audience responded to the research query based on one e-mail service setting. Based on the responses, it was determined that e-mail service providers can benefit by building emotional bonds with customers. Enhancing consumption emotions leads to development of emotional bonds and customer loyalty. Originality/value -Much of the extant literature has examined the role played by cognitive antecedent variables in determining e-loyalty. Studies that researched the role of affective variables are scant. This paper is unique in that it examines both cognitive and affective variables in determining e-loyalty. This study differs from other studies in that it uses antecedents such as emotions, affective commitment, and e-trust (affective) to determine customer loyalty toward e-mail services. Interrelationships among the antecedents were also explored.

Purpose -The purpose of this paper is to investigate the relationship between environmental uncertainty, information quality, and proactive logistics practices on supply chain flexibility. Design/methodology/approach -A survey of 75 Indian small-scale manufacturers in Coimbatore (southern India) was conducted. Findings -India, which is a thriving emerging economy, is an ideal location for this study. Results indicate that if managers wish to ensure improved supply chain flexibility, firms must work to improve information quality.Research limitations/implications -The small sample size is a limitation of the study, so too is the narrow sector targeted (small-scale manufacturing). Practical implications -The results reinforce the fact that supply chain management has many elements that can impact a manufacturing firm's responsiveness, which is especially true in an emerging market like India. Originality/value -The paper is one of the first to survey small-scale manufacturing executives regarding their acceptance of and use of supply chain concepts under environmental uncertainty.

With increasing financial clout, females are potentially poised as a greater source of charitable giving in the West. However, debate exists in the marketing literature about gender‐based differences in charitable donations. The purpose of this study is to research whether gender‐based segmentation is effective for charities in cultures in which high gender inequality exists. Hence, India, an emerging economy with high gender inequality, was chosen as the study setting. Following an extensive literature review, we identified gender, trust, attitude towards the ad, and feelings from the ad as key predictors of charitable donation intentions. A study model was developed and tested using regression analysis. It was found that the predictor variables have significant impact on intentions to donate. Hence, this study posits that gender could potentially be an effective segmentation variable for charities that are targeting potential donors in South India. Copyright © 2012 John Wiley & Sons, Ltd.

No abstract

No abstract