Hamed Armesh

Perceived justice in service recovery and switching intention: Evidence from Malaysian mobile telecommunication industry

Purpose – The purpose of this paper is to examine the relationship between distributive, procedural, interpersonal and informational justices on switching intentions.Design/methodology/approach – Data were gathered on distributive, procedural, interpersonal, informational justices and switching intentions by means of a survey from prepaid mobile subscribers in Malaysia.Findings – The results show that the effects of procedural justices on switching intentions were stronger than distributive and informational justices. However, the results did not indicate a significant relationship between interpersonal justice and switching intentions.Research limitations/implications – The paper examines only one service context; consequently, the results cannot be generalized for other services in the industry.Practical implications – The results of this study are useful for Malaysian marketing practitioners in the overly saturated and highly competitive mobile telecommunication industry.Originality/value – Unlike prev...

Internet bookstore quality assessment: Iranian evidence

In websites that are designed for e-commerce like B2C, assessment of websites quality in view of users as being their customers is very important. WebQual is a tool for evaluating the usability, quality information and interactive service quality of websites, especially websites that offers e-commerce facilities. In the present study, we using version 4.0 WebQual to assess one of the most viewed bookstore website in view of graduate students. The findings of this study show that despite the assessment, the results are above average, but the amount of points that was obtained is not as important as the indices. Particularly, the aspect of information quality, the difference between points earned and how important the website is impressive are considered in the view of users as the most important aspects in the overall quality of websites. In the concluding part of this article, we obtained the score from this study and that from the Amazon website findings with the same version of WebQual, and it better reveals the strengths and weaknesses. The results of the analysis findings indicate that factors, such as website design, aimed at easing the use and adoption of mechanisms to make sure that financial transactions are done properly. This is more important in the view of users, and should be placed in the administrators and designers’ priority of these websites.