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The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers. In a changing social, political and economic environment the use of information technology has permeated all forms of organisations: from private to public, local to global, old and new. Parallel with this development, companies have developed and experimented with new means of interacting with customers, and have devised and applied a variety of marketing strategies. The deployment of the internet, along with its subsets, has created a number of new opportunities, as well as a range of uncertainties and burdens, particularly on consumer perceptions of service quality, service failure and recovery. This paper contributes to extant knowledge and offers an understanding of behavioural-related issues, e.g. understanding consumer behaviour in the development of innovative business models in the industry.

Online services of public service broadcasters (PSBs) in Europe are disputed because they directly compete with online activities of the private media. In recent regulatory responses, European countries have taken a path of proactive control comprising specific regulations as well as
formal and systematic procedures. Regulatory challenges do not end with the enactment of such rules, however. After rule-making, questions of how to ensure and control compliance with regulations move centre stage. While many EU countries have introduced ex ante tests to assess PSBs'
online offers, Switzerland controls compliance with regulations ex post. This article presents the results of an ex post analysis of the online offer of the Swiss public broadcaster, discusses regulatory implications of its findings and contributes to understanding the challenges facing rule
enforcement on the Internet.

This article addresses service marketing and service delivery over the Internet. Some service activities – information, education and entertainment – can be delivered as well as promoted over the Internet. An empirical study focusing on museums has been carried out. The purpose has been to describe the current use of the Internet by Swedish museums and propose some strategies with regard to its value as a service delivery tool. The 371 Swedish museums that have a homepage have been examined. Of these, 156 museums operate their own Web site. The study has consisted of a content analysis of the sites as well as a questionnaire study and two preliminary in‐depth interviews. A cluster analysis was carried out, resulting in four groups being defined. It is found that the use of the Internet is still in its infancy. Three strategies for Internet service delivery are proposed.