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1

CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN EUROPEAN RETAILING  

Microsoft Academic Search

Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and con- sider to buy some of the retail chains in other countries e.g. the Scandinavian countries. This development will demand even more focus

Kai Kristensen; Hans Jørn Juhl; Peder Østergaard

2

Customer loyalty in the hotel industry: the role of customer satisfaction and image  

Microsoft Academic Search

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners and academics in the field of hospitality management. The objective of this research is to identify the factors

Jay Kandampully; Dwi Suhartanto

2000-01-01

3

Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model  

Microsoft Academic Search

The objective of this study is to develop and validate a conceptual model that incorporates the relationships among service orientation, service quality, customer satisfaction, and customer loyalty. Data were collected from a chain of casual dining restaurants located in Seoul, Korea. Frontline employees completed a questionnaire measuring service orientation while customers completed a questionnaire measuring perceived service quality, satisfaction, and

Hyun Jeong Kim

2011-01-01

4

The impact of service quality, customer satisfaction and loyalty in the restaurant industry: Moderating effect of perceived value  

Microsoft Academic Search

This study contributes to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating role of perceived value, indicates the effect of service quality on customer loyalty in the restaurant industry. The analysis confirms that customer satisfaction is positively influenced by service quality, whereas customer loyalty is positively influenced by customer satisfaction. Furthermore, customer loyalty is

N. T. Kuo; K. C. Chang; Y. S. Cheng; C. H. Lai

2011-01-01

5

Generic technology-based service quality dimensions in banking : Impact on customer satisfaction and loyalty  

Microsoft Academic Search

Purpose – This paper aims to identify the generic service quality dimensions of technology-based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty. Design\\/methodology\\/approach – The generic service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors and customer satisfaction and customer loyalty are established

Shirshendu Ganguli; Sanjit Kumar Roy

2011-01-01

6

Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also to be examined. Design\\/methodology\\/approach – Field research was conducted. The questionnaire was formed

Ilias Santouridis; Panagiotis Trivellas

2010-01-01

7

Customer satisfaction and loyalty: start with the product, culminate with the brand  

Microsoft Academic Search

Purpose – Studies on customer satisfaction and loyalty have focused on brand rather than product. It is not that brand is not important, but the process of loving a brand starts with a product. Customers appreciate products by themselves, independent of the brand, as shown in their pursuit of satisfaction and development of loyalty. Such appreciation seems to be prominent

Eduardo Torres-Moraga; Arturo Z. Vásquez-Parraga; Jorge Zamora-González

2008-01-01

8

Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness  

Microsoft Academic Search

Purpose – Empirical studies investigating the antecedents of customer loyalty typically focus on satisfaction. This study aims to develop and test a more comprehensive model of the antecedents of customer loyalty, including satisfaction and inertia. In addition, this study also considers how the effects of satisfaction and inertia on customer loyalty vary with differing levels of the zone of tolerance

Li-Wei Wu

2011-01-01

9

Customer loyalty and complex services : The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise  

Microsoft Academic Search

Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested

Tor Wallin Andreassen; Bodil Lindestad

1998-01-01

10

A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry  

ERIC Educational Resources Information Center

The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

2010-01-01

11

Customer Loyalty and Customer Relationship Management  

NASA Astrophysics Data System (ADS)

The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

12

Relationship Marketing, Customer Satisfaction and Loyalty: A Theoretical and Empirical Analysis From an Asian Perspective  

Microsoft Academic Search

The purpose of this article is to theoretically and empirically analyze relationship marketing (RM), customer satisfaction, and customer loyalty from an Asian perspective. A field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor-analyzed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent hierarchical multiple regression analysis conducted

Nelson Oly Ndubisi; Naresh K. Malhotra; Chan Kok Wah

2008-01-01

13

Service Quality, Customer Satisfaction and Customer Loyalty of Mobile Communication Industry in China  

Microsoft Academic Search

Previous studies have shown that the most important factor affecting customer loyalty in the service industry is service quality. However, on the subject of whether service quality has a direct or indirect effect on customer loyalty, scholars' views apparently vary. Some studies suggest that service quality has a direct and fundamental influence on customer loyalty (Bai and Liu, 2002). However,

Ruijin Zhang; Xiangyang Li; Yunchang Zhang

2010-01-01

14

Relationship Between Customer Satisfaction and Loyalty on the Internet  

Microsoft Academic Search

Purpose  Although the relationship between satisfaction and loyalty has been the focus of a good deal of research, the complex nature\\u000a of that relationship continues to pose a good many unanswered questions. The present study proposes a four-way classification\\u000a of the perspectives that tend to be taken by researchers on the said relationship. By theoretically and empirically reviewing\\u000a these four approximations

José Alberto Castañeda

15

Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.  

PubMed

Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty. PMID:23724700

Medler-Liraz, Hana; Yagil, Dana

2013-01-01

16

Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.  

PubMed

This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance. PMID:20524565

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

2010-04-01

17

Airline customer satisfaction and loyalty: impact of in-flight service quality  

Microsoft Academic Search

The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction\\u000a and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest\\u000a that there are different factors of in-flight service quality that are important according to the customer seat class. In\\u000a the case of

Myungsook An; Yonghwi Noh

2009-01-01

18

An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions.  

PubMed

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed. PMID:17305206

Shapiro, Terri; Nieman-Gonder, Jennifer M; Andreoli, Nicole A; Trimarco-Beta, Darlene

2006-12-01

19

Understanding and profitably managing customer loyalty  

Microsoft Academic Search

Purpose – The purpose of the paper is to draw together the salient issues surrounding customer loyalty and customer relationship management (CRM) into a single coherent discussion. Various schools of academic thought are examined. The paper concludes with practical implications for managers. Design\\/methodology\\/approach – The literature surrounding customer loyalty, customer satisfaction, effective CRM and managing loyalty in a profitable manner

Robert Gee; Graham Coates; Mike Nicholson

2008-01-01

20

Beyond Customer Satisfaction: Reexamining Customer Loyalty to Evaluate Continuing Education Programs  

ERIC Educational Resources Information Center

This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…

Hoyt, Jeff E.; Howell, Scott L.

2011-01-01

21

Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen's Bed and Breakfast Industry  

Microsoft Academic Search

This research was aimed at exploring an empirical understanding of interrelationships between service quality, customer satisfaction and customer loyalty in the bed and breakfast (B&B) market, using Kinmen Island as an example. Better understanding of B&B customer perceptions of physical environment quality, personal interaction quality and the effects of these perceptions on behavioural intentions relating to customer loyalty and customer

Chien Min Chen; Sheu Hua Chen; Hong Tau Lee

2012-01-01

22

Correlation of Service Quality, Customer Satisfacti on, Customer Loyalty and Life Style at Hot Springs Hotels  

Microsoft Academic Search

Taking Lushan Hot Springs Recreational Area as an e xample, this research explores the relationship between hot springs hotels' service quality, custom er satisfaction, customer loyalty and lifestyle. Re search outcomes indicate that hot springs hotel operators need to enhance customer satisfaction in order to improve customer loyalty directly or enhance servic e quality in order to improve customer loyalty

Yungkun Chen

23

Employee and customer satisfaction in healthcare.  

PubMed

There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations. PMID:22279715

Jackson, Todd; Wood, Ben D

2010-01-01

24

The Impact of Switching Costs Upon the Service Quality–Perceived Value–Customer Satisfaction–Service Loyalty Chain: A Study in the Context of Cellular Services in India  

Microsoft Academic Search

It is a common wisdom in the cellular service industry that high switching costs increase customer loyalty to a service provider and vice versa. Academic studies, too, have shown this to be true. However, a comprehensive understanding of the direct and indirect interactions of the nomologically proximate concepts of switching costs, service quality, perceived value, customer satisfaction, and customer loyalty

Manoj Edward; Babu P. George; Sudipta Kiran Sarkar

2010-01-01

25

The Relationship between Interpersonal Trust, Employee Satisfaction, and Employee Loyalty  

Microsoft Academic Search

Employee satisfaction is considered to be one of the most important drivers of quality, customer satisfaction and productivity. In this study we investigate an important driver of employee satisfaction. We argue that interpersonal trust (trust in management and trust in peers) strongly influences employee satisfaction and, as a consequence, employee loyalty. To test the relationships between these constructs we measured

Kurt Matzler; Birgit Renzl

2006-01-01

26

The mismanagement of customer loyalty.  

PubMed

Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything. PMID:12140857

Reinartz, Werner; Kumar, V

2002-07-01

27

Customer's loyalty and perception of ISO 9001 in online banking  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e-service quality (and hence customer satisfaction and loyalty) in online banking services. In pursuit of this objective, the study also investigates: the validity of a modified scale for measuring e-service quality in online banking services; and the factors that might

Luc Honore Petnji Yaya; Frederic Marimon; Marti Casadesus

2011-01-01

28

Value, satisfaction, loyalty and retention in professional services  

Microsoft Academic Search

Purpose – The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention. Design\\/methodology\\/approach – A survey is conducted among professional service providers in the Tampa Bay, Florida (USA) Metropolitan Statistical Area, which includes attorneys, financial professionals, physicians, dentists and private investigators. Findings – There is a highly

Rene Trasorras; Art Weinstein; Russell Abratt

2009-01-01

29

Customer loyalty: Toward an integrated conceptual framework  

Microsoft Academic Search

Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage.\\u000a The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents\\u000a of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences.\\u000a Implications for research and for the management of loyalty

Alan S. Dick; Kunal Basu

1994-01-01

30

Consequences of customer loyalty to the loyalty program and to the company  

Microsoft Academic Search

Gaining customer loyalty is an important goal of marketing, and loyalty programs are intended to help in reaching it. Research\\u000a on loyalty programs suggests that customers differentiate between loyalty to a company and loyalty to a loyalty program, yet\\u000a little is known about the consequences of these two types of loyalty. Therefore, our study intends to make two main contributions:

Heiner Evanschitzky; B. Ramaseshan; David M. Woisetschläger; Verena Richelsen; Markus Blut; Christof Backhaus

31

Customer satisfaction in European food retailing  

Microsoft Academic Search

Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing—a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider buying some of the retail chains in other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction

Hans Jørn Juhl; Kai Kristensen; Peder Østergaard

2002-01-01

32

Customer satisfaction: some results for European Retailing  

Microsoft Academic Search

Customer satisfaction and customer loyalty are becoming increasingly important factors in modern retailing—a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and are considering buying some of the retail chains in other countries, e.g. the Scandinavian countries. This development will demand even more focus on customer satisfaction and

Kai Kristensen; Hans Jørn Juhl; Peder Østergaard

2001-01-01

33

Modeling repurchase frequency and customer satisfaction for fast food outlets  

Microsoft Academic Search

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and service quality on customer satisfaction and repurchase frequency. In this study, we model the relationships between customer satisfaction, repurchase frequency, waiting time and other service quality factors in fast food outlets. The results indicate

Agnes K. Y. Law; Y. V. Hui; Xiande Zhao

2004-01-01

34

Customer Loyalty Programs and Privacy Concerns  

Microsoft Academic Search

In recent years, loyalty programs have been established allowing the creation of detailed consumer profiles by collecting and processing purchase information. Collecting this information, however, raises privacy concerns of customers. In this work, we provide the results of an empirical study which reveal that privacy concerns have an impact on the probability of participating in loyalty programs. We identify a

Oliver Hinz; Eva Gerstmeier; Omid Tafreschi; Matthias Enzmann; Markus Schneider

35

The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings : A cross cultural analysis  

Microsoft Academic Search

Purpose – The paper aims to empirically investigate the relationship between perceived service quality, satisfaction, trust, and loyalty in e-commerce settings in two cultures – Malaysian and Qatari – at the level of construct dimensions. Design\\/methodology\\/approach – A survey method approach was used in this study. To test the dimensionality of the perceived service quality, all 20 items were analyzed

Norizan Kassim; Nor Asiah Abdullah

2010-01-01

36

Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry  

Microsoft Academic Search

The paper presents research that examines the complex relationship between service quality and profitability in service operations. Specifically, the effects of operational performance and relational performance on customer satisfaction and loyalty in the unique context of industrial services are examined. A model of service performance effects on customer satisfaction and loyalty is introduced and tested in the fast food service

Theodore P Stank; Thomas J Goldsby; Shawnee K Vickery

1999-01-01

37

Adjusted expectations, satisfaction and loyalty development  

Microsoft Academic Search

The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather

Ramón Rufín; Cayetano Medina; Manuel Rey

2012-01-01

38

Retaining customers in a managed care market. Hospitals must understand the connection between patient satisfaction, loyalty, retention, and revenue.  

PubMed

Traditionally, health care patients have been treated by health care professionals as people with needs rather than as customers with options. Although managed care has restricted patient choice, choice has not been eliminated. The premise of this article is that patients are primary health care consumers. Adopting such a premise and developing an active customer retention program can help health care organizations change their culture for the better, which may lead to higher customer retention levels and increased revenues. Customer retention programs based on service excellence that empower employees to provide excellent care can eventually lead to a larger market share for health care organizations trying to survive this era of intense competition. PMID:10179813

Gemme, E M

1997-01-01

39

Correlates of customer loyalty to their bank: a case study in Nigeria  

Microsoft Academic Search

Purpose – This paper seeks to examine how customer expectations, perceived service quality and satisfaction predict loyalty among bank customers in Nigeria. Design\\/methodology\\/approach – A survey research was conducted that included qualitative technique to explore customers' expectations from bank services on the basis of which measurement scales were developed to measure the variables of the study. Respondents for the qualitative

Benjamin Osayawe Ehigie

2006-01-01

40

The Importance of Institutional Image to Student Satisfaction and Loyalty within Higher Education  

ERIC Educational Resources Information Center

This paper outlines the findings of a study employing a partial least squares (PLS) structural equation methodology to test a customer satisfaction model of the drivers of student satisfaction and loyalty in higher education settings. Drawing upon a moderately large sample of students enrolled in four "types" of Australian universities, the…

Brown, Robert M.; Mazzarol, Timothy William

2009-01-01

41

The effect of TQM practices on employee satisfaction and loyalty in government  

Microsoft Academic Search

Employee satisfaction and loyalty had been verified to be critical to a service-oriented organisation's survival and success. Previous research also established the importance of total quality management practices in building operational performance and customer satisfaction. This study integrates total quality management practices by introducing employee training, employee empowerment, teamwork, employee compensation, and management leadership into a theoretical model for studying

C. C. Chang; C. M. Chiu; C. A. Chen

2010-01-01

42

Key Dimensions of E-commerce Service Quality and Its Relationships to Satisfaction and Loyalty  

Microsoft Academic Search

Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is proposed and empirically tested

Samar I. Swaid; Rolf T. Wigand

43

Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank  

NASA Astrophysics Data System (ADS)

The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e-service quality, customer satisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customer satisfaction and trust for obtaining the e-loyalty.

Chao, Yu; Lee, Gin-Yuan; Ho, Yung-Ching

2009-08-01

44

TQM practice in maquiladora: Antecedents of employee satisfaction and loyalty  

Microsoft Academic Search

In this study, we investigate the transferability of TQM practices to offshore manufacturing firms by validating direct and indirect relationships among top management commitment, HR-focused TQM practices, employee satisfaction, and employee loyalty. Our research objective is to isolate critical TQM practices that would enhance employee satisfaction and loyalty among maquiladora workers. On-site surveys were conducted at two leading maquiladora firms

Minjoon Jun; Shaohan Cai; Hojung Shin

2006-01-01

45

How do challenges increase customer loyalty to online games?  

PubMed

Despite the design of various challenge levels in online games, exactly how these challenges increase customer loyalty to online games has seldom been examined. This study investigates how such challenges increase customer loyalty to online games. The study sample comprises 2,861 online gamers. Structural equation modeling is performed. Analytical results indicate that the relationship between challenge and loyalty intensifies when customers perceive that overcoming challenges takes a long time. Results of this study contribute to efforts to determine how challenges and challenge-related perceptions impact customer loyalty to online games. PMID:23768072

Teng, Ching-I

2013-12-01

46

An investigation of the cross-national determinants of customer satisfaction  

Microsoft Academic Search

Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking\\u000a the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing\\u000a customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction\\u000a across nations is limited, with the few existing studies examining only a small number

Forrest V. Morgeson; Sunil Mithas; Timothy L. Keiningham; Lerzan Aksoy

2011-01-01

47

The Role of Individual Characteristics on Customer Loyalty  

E-print Network

Customer loyalty, which is defined as preferring a specified company in repurchases, plays a critical role to be successful in today’s competitive business environment. Present study investigates the personal factors which related with consumer loyalty in particular personality, locus of control, masculinity level and self esteem. By this way, consumer side of the loyalty concept is tried to be illuminated, which is a kind of relationship between consumer and firm. Under the scope of the study, face to face survey was conducted about individual factors that affect loyalty of students in the Faculty of Economic and Administrative Sciences of K?r?kkale University. And emotional stability, openness to experience, agreeableness are determined as personality traits which are positively related with customer loyalty. Moreover it is seen that internal locus of control, masculinity level and self respect are meaningfully related with customer loyalty. At last findings of the study are interpreted and some suggestions are made.

Tulin Durukan; Ibrahim Bozaci

48

Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance  

Microsoft Academic Search

Purpose – The purpose of this article is to investigate the path service quality ? customer satisfaction ? loyalty, at the level of constructs, drawing from the Greek insurance industry. Design\\/methodology\\/approach – A SERVQUAL type service-quality instrument is developed for Greek insurance. Confirmatory and exploratory factor analyses are used to determine the scale's dimensionality. Path analysis is utilized to examine

Evangelos Tsoukatos; Graham K. Rand

2006-01-01

49

Drivers Of Customer Loyalty In A Retail Store Environment  

Microsoft Academic Search

The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailer's customers who are willing to recommend the retailers products to others based on survey results. Statistical results document that service quality, product quality and brand image drive customer

Toyin A. Clottey; David A. Collier

50

A study on the measurement and application of customer loyalty  

Microsoft Academic Search

With more intense competitions and increasing customer acquisition costs, more and more enterprises begin to devoted more effort to grow and maintain loyal customer groups in order to win the competitions. So, proposing and executing customer loyalty management strategy is very import for enterprises to maintain long-term relationship with customers. A lots study show providing comprehensive and differentiated services to

Yuan Shengjun; Zhao Xiangzhong; Qiu Chongzhi

2010-01-01

51

A preliminary examination of patient loyalty: an application of the customer loyalty classification framework in the health care industry.  

PubMed

The present article applies the customer loyalty classification framework developed by Dick and Basu (1994) to the health care industry. Based on a two factor classification, consisting of repeat patronage and relative attitude, four categories of patient loyalty are proposed and examined, including true loyalty, latent loyalty, spurious loyalty, and no loyalty. Data is collected and the four patient loyalty categories are profiled and compared on the basis of perceived risk, product class importance, provider decision importance, provider awareness, provider consideration, number of providers visited, and self-reported loyalty. PMID:10163912

Heiens, R A; Pleshko, L P

1997-01-01

52

Higher Education Institutions: Satisfaction and Loyalty among International Students  

ERIC Educational Resources Information Center

This study empirically investigates the relationship between satisfaction with educational service augmenters and consumer loyalty within the context of the international student market. An enhanced state of consumer satisfaction, also labeled as delight, is captured by focusing on service augmenters that fall outside the domain of the core…

Paswan, Audhesh K.; Ganesh, Gopala

2009-01-01

53

Brand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services  

Microsoft Academic Search

The paper aims to examine customer loyalty and explore the interrelationships between customer equity variables, namely brand image, company image, relationship quality and relationship value, and customer loyalty. The study conceptualises an integrated customer loyalty model and applies it to Taiwan's telecommunications services industry in the business-to-customer environment. The structural equation modelling technique is employed to empirically test the proposed

Ching-Fu Chen; Odonchimeg Myagmarsuren

2011-01-01

54

Understanding Student Satisfaction and Loyalty in the UAE HE Sector  

ERIC Educational Resources Information Center

Purpose: The purpose of this paper is to verify and estimate the impact of the antecedents of Programme satisfaction and to explore its link with student loyalty in the higher education (HE) sector in the United Arab Emirates (UAE). Design/methodology/approach: A Programme Experience Questionnaire (PEQ) was developed, based on the National Student…

Fernandes, Cedwyn; Ross, Kieran; Meraj, Mohammad

2013-01-01

55

The American Customer Satisfaction Index (ACSI) Survey  

MedlinePLUS

... Drugs & Supplements Videos & Cool Tools ESPAÑOL The American Customer Satisfaction Index (ACSI) Survey To use the sharing features ... MedlinePlus en español. NLM participates in the American Customer Satisfaction Index (ACSI) to measure online user satisfaction. The ...

56

Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study  

Microsoft Academic Search

In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature

Hsin-Hui Hu; Jay Kandampully; Thanika Devi Juwaheer

2009-01-01

57

The collective effects of product and service quality on customer satisfaction - An empirical study on iPod and iTunes  

Microsoft Academic Search

The relationships between quality, customer satisfaction and loyalty have been widely investigated for more than two decades. However, most of these studies focus on a pure product or a pure service setting. This study hopes to fill the gap by investigating the effects of product and service quality on customer satisfaction and loyalty based on a holistic view. Results from

M. C. Chan; Y. Ding; K. H. Chai

2008-01-01

58

Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website  

ERIC Educational Resources Information Center

Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

Jeon, Myunghee

2009-01-01

59

A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system  

PubMed Central

Background Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Methods This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis. Results The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment. Conclusions In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services. PMID:23198824

2012-01-01

60

Customer loyalty in the public transportation context  

E-print Network

Public transportation agencies, much like other service industries, have a constant churn of their customer base. New customers are entering and current customers are defecting every day. Traditionally, efforts to increase ...

Webb, Valerie (Valerie Nichole)

2010-01-01

61

A transactional approach to customer loyalty in the hotel industry  

Microsoft Academic Search

Purpose – The purpose of this paper is to explore the ways in which a transactional marketing approach can generate customer loyalty in a hotel brand. Design\\/methodology\\/approach – The paper provides a review of the paradigm shift from transactional marketing to relationship marketing, in the services marketing literature. The inductive research used a qualitative approach, with multiple techniques including non-participant

Hanaa Osman; Nigel Hemmington; David Bowie

2009-01-01

62

The Expert System Designed to Improve Customer Satisfaction  

E-print Network

Customer Relationship Management becomes a leading business strategy in highly competitive business environment. It aims to enhance the performance of the businesses by improving the customer satisfaction and loyalty. The objective of this paper is to improve customer satisfaction on product's colors and design with the help of the expert system developed by using Artificial Neural Networks. The expert system's role is to capture the knowledge of the experts and the data from the customer requirements, and then, process the collected data and form the appropriate rules for choosing product's colors and design. In order to identify the hidden pattern of the customer's needs, the Artificial Neural Networks technique has been applied to classify the colors and design based upon a list of selected information. Moreover, the expert system has the capability to make decisions in ranking the scores of the colors and design presented in the selection. In addition, the expert system has been validated with a different...

Devi, P Isakki alias

2011-01-01

63

An exploratory study of employee turnover indicators as predictors of customer satisfaction  

Microsoft Academic Search

Purpose – The service profit chain postulates that higher employee satisfaction levels lead to high customer satisfaction, and ultimately affect consumer loyalty and profitability. One construct that has largely been ignored in most of this research has been the role of employee turnover. This paper proposes that employee turnover can also be a powerful predictor of employee sentiment and resulting

Robert F. Hurley; Hooman Estelami

2007-01-01

64

Agency and trust mechanisms in consumer satisfaction and loyalty judgments  

Microsoft Academic Search

The authors propose a framework for understanding key mechanisms that shape satisfaction in individual encounters, and loyalty\\u000a across ongoing exchanges. In particular, the framework draws together two distinct approaches: (1) agency theory, rooted in\\u000a the economic approach, that views relational exchanges as encounters between principals (consumers) and agents (service providers)\\u000a and (2) trust research that adopts a psychological approach toward

Jagdip Singh; Deepak Sirdeshmukh

2000-01-01

65

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2010 CFR

... 1 2010-10-01 2010-10-01 false Customer satisfaction. 11.203 Section 11.203 Federal Acquisition...Maintaining Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall...

2010-10-01

66

Customer Satisfaction with Training Programs.  

ERIC Educational Resources Information Center

A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

Mulder, Martin

2001-01-01

67

Study of the Driving Factors of Customer Loyalty Based on Customer Value - A Empirical Analysis on the Third Part Logistics(3pl) Enterprise  

Microsoft Academic Search

Based on customer value, this paper builds up the driving mode of the customer loyalty to find the value factors leading to customer loyalty. And we test the mode by questionnaires investigation. The results show that customer value is the most key factor to build up customer loyalty and the customer value factors include reputation and impression of enterprise, quality

Liu Hong; Zhang Shupeng

2009-01-01

68

From slogans to strategy: a workable approach to customer satisfaction and retention.  

PubMed

Too many organizations confuse slogans, good intentions, or mechanical phrases with customer service. Most recognize that the most powerful way to prosper in today's economy is to enhance customer satisfaction and loyalty. But customer service has little to do with mottos, slogans, or mechanical phrases. The real management challenge lies in translating the slogans into employee actions that create customer satisfaction and loyalty--in creating a strategy for ensuring good service intentions and exceptional service results. This article shows a logical, theoretically sound approach to building and implementing what I call an E-Plus Customer Satisfaction strategy. Incidentally, I use the term "customer" throughout this article, but I recognize that we have different terms in various organizations. So feel free to substitute "patient", "guest", "client", or any other synonym. The principles are the same. PMID:10168044

Timm, P R

1997-01-01

69

An Overview of Customer Satisfaction Models.  

ERIC Educational Resources Information Center

This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community…

Hom, Willard

70

A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction  

NASA Astrophysics Data System (ADS)

Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

2007-12-01

71

Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use  

Microsoft Academic Search

This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users

Joaquin Aldas-Manzano; Carla Ruiz-Mafe; Silvia Sanz-Blas; Carlos Lassala-Navarré

2011-01-01

72

The Influence of Security Statement, Technical Protection, and Privacy on Satisfaction and Loyalty; A Structural Equation Modeling  

NASA Astrophysics Data System (ADS)

Customer satisfaction and loyalty have been cited as the e-commerce critical success factors and various studies have been conducted to find the antecedent determinants of these concepts in the online transactions. One of the variables suggested by some studies is perceived security. However, these studies have referred to security from a broad general perspective and no attempts have been made to study the specific security related variables. This paper intends to study the influence on security statement and technical protection on satisfaction, loyalty and privacy. The data was collected from 337 respondents and after the reliability and validity tests, path analysis was applied to examine the hypotheses. The results suggest that loyalty is influenced by satisfaction and security statement and no empirical support was found for the influence on technical protection and privacy on loyalty. Moreover, it was found that security statement and technical protection have a positive significant influence on satisfaction while no significant effect was found for privacy. Furthermore, the analysis indicated that security statement have a positive significant influence on technical protection while technical protection was found to have a significant negative impact on perceived privacy.

Peikari, Hamid Reza

73

The added value of web innovation for customer satisfaction : Experiences with a barbeque catering service  

Microsoft Academic Search

Purpose – Recent studies have explored the effects of e-service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e-service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional

Marcel van Birgelen; Paul Ghijsen; Janjaap Semeijn

2005-01-01

74

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

...2010-04-01 2010-04-01 false Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2010-04-01

75

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2013 CFR

... false Customer satisfaction measures. 801...ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN...801.4 Customer satisfaction measures. The...to measure customer satisfaction for a particular...organizational units, or employees within the IRS...

2013-04-01

76

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2014 CFR

... false Customer satisfaction measures. 801...ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN...801.4 Customer satisfaction measures. The...to measure customer satisfaction for a particular...organizational units, or employees within the IRS...

2014-04-01

77

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2012 CFR

... false Customer satisfaction measures. 801...ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN...801.4 Customer satisfaction measures. The...to measure customer satisfaction for a particular...organizational units, or employees within the IRS...

2012-04-01

78

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2011 CFR

... false Customer satisfaction measures. 801...ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN...801.4 Customer satisfaction measures. The...to measure customer satisfaction for a particular...organizational units, or employees within the IRS...

2011-04-01

79

Loyalty and positive word-of-mouth: patients and hospital personnel as advocates of a customer-centric health care organization.  

PubMed

The ability to attract and retain loyal customers depends on the successful implementation of a customer-centric strategy. Customer loyalty is an attitude about an organization and its' services that is manifested by intentions and behaviors of re-patronization and recommendation. In the context of many medical services, loyalty through repeat patronization is not pertinent, whereas loyalty through positive word-of mouth (WOM) recommendation can be a powerful marketing tool. The Shouldice Hospital, a well-known institution for the surgical correction of hernias, instituted a marketing plan to develop a stable base of patients by creating positive WOM advocacy. This study focused on the consequences of both hernia patient overall satisfaction (and overall service quality) and hospital personnel satisfaction on the level of positive WOM advocacy. Using a commitment ladder of positive WOM advocacy, respondents were divided into three categories described as passive supporters, active advocates and ambassador advocates. Patient assessments of overall satisfaction and service quality were significantly related to these progressive levels of WOM for recommending the hospital to potential patients. Similarly, the satisfaction of the hospital employees was also significantly related to these progressive levels of positive WOM about recommending the hospital to potential patients and to potential employees. High levels of satisfaction are required to create true ambassadors of a service organization. PMID:18681199

Ferguson, Ronald J; Paulin, Michele; Leiriao, Elizabeth

2006-01-01

80

Loyalty-based management.  

PubMed

Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have adopted improvement programs ad hoc, and paybacks haven't materialized. Building a highly loyal customer base must be integral to a company's basic business strategy. Loyalty leaders like MBNA credit cards are successful because they have designed their entire business systems around customer loyalty--a self-reinforcing system in which the company delivers superior value consistently and reinvents cash flows to find and keep high-quality customers and employees. The economic benefits of high customer loyalty are measurable. When a company consistently delivers superior value and wins customer loyalty, market share and revenues go up, and the cost of acquiring new customers goes down. The better economics mean the company can pay workers better, which sets off a whole chain of events. Increased pay boosts employee moral and commitment; as employees stay longer, their productivity goes up and training costs fall; employees' overall job satisfaction, combined with their experience, helps them serve customers better; and customers are then more inclined to stay loyal to the company. Finally, as the best customers and employees become part of the loyalty-based system, competitors are left to survive with less desirable customers and less talented employees. To compete on loyalty, a company must understand the relationships between customer retention and the other parts of the business--and be able to quantify the linkages between loyalty and profits. It involves rethinking and aligning four important aspects of the business: customers, product/service offering, employees, and measurement systems. PMID:10124634

Reichheld, F F

1993-01-01

81

Dispelling the modern myth : Employee satisfaction and loyalty drive service profitability  

Microsoft Academic Search

This paper reports some empirical findings which appear to challenge the received wisdom prevailing in the operations management, service management, TQM and HRM literatures, namely, that employee satisfaction and loyalty are key drivers of productivity, efficiency and profit. An empirical study of one of the UK’s four large supermarket chains reveals an inverse correlation between employee satisfaction and the measures

Rhian Silvestro

2002-01-01

82

An examination of the effects of virtual experiential marketing on online customer intentions and loyalty  

Microsoft Academic Search

This study examines the relationship between five virtual experiential marketing (VEM) elements (sense, interaction, pleasure, flow, community relationship) and customer browse and purchase intentions and loyalty and the moderating effects between the VEM elements and customer intentions. To test the proposed model, a survey was conducted of customers who frequently visited two online games stores to simulate online shopping and

Margaret Meiling Luo; Ja-Shen Chen; Russell K. H. Ching; Chu-Chi Liu

2011-01-01

83

An examination of the effects of virtual experiential marketing on online customer intentions and loyalty  

Microsoft Academic Search

This study examines the relationship between five virtual experiential marketing (VEM) elements (sense, interaction, pleasure, flow, community relationship) and customer browse and purchase intentions and loyalty and the moderating effects between the VEM elements and customer intentions. To test the proposed model, a survey was conducted of customers who frequently visited two online games stores to simulate online shopping and

Margaret Meiling Luo; Ja-Shen Chen; Russell K. H. Ching; Chu-Chi Liu

2010-01-01

84

NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP  

EPA Science Inventory

TTB uses a variety of technology transfer products and tools to communicate risk and information about technologies and research. TTB has begun a project to use EPA's generic Customer Satisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...

85

Comprehensive Family Services and Customer Satisfaction Outcomes  

ERIC Educational Resources Information Center

Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey…

Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky

2006-01-01

86

Customer satisfaction assessment for “internal” suppliers  

Microsoft Academic Search

Customer satisfaction assessment is now widely recognized as a vital input to any strategy for customer focused business performance improvement. The need to improve responsiveness and reduce overheads is focusing management attention on the major internal business functions such as IT. Argues that these functions, threatened with major cost reductions or outsourcing, are increasingly feeling the need to understand better

Christopher R. Jones

1996-01-01

87

Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate  

Microsoft Academic Search

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N = 342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N = 1,140) from these units provided information on employee performance and customer loyalty. Structural

Marisa Salanova; Sonia Agut; José María Peiró

2005-01-01

88

Salespersons' service quality and customer loyalty in fashion chain stores : A study in Hong Kong retail stores  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting. It also aims to assess the effects of two retail environmental factors (price level and customers' demographic variables) on the customer loyalty of salespersons service quality. Design\\/methodology\\/approach – The study uses

Cheng Yu Sum; Chi Leung Hui

2009-01-01

89

Measuring customer satisfaction: Evidence from Hong Kong retail banking industry  

Microsoft Academic Search

Recent research has shown the value of using a uniform system such as the American Customer Satisfaction Index model or the European Satisfaction Performance Index model for national customer satisfaction measurement and management. This paper reviews the relationships of latent constructs specified in these popular national customer satisfaction measurement and management systems and concludes that the relationships specified in existing

Yuk-Lan Wong Winnie; Gopal K. Kanji

2001-01-01

90

Promotional products vs price promotion in fostering customer loyalty: a report of two controlled field experiments  

Microsoft Academic Search

Winning customer loyalty and repeat business and eliminating or reducing their reliance on coupons and other forms of price promotion is the goal of many service businesses today. The effectiveness of using advertising specialties (imprinted items given away for free) and price promotions was directly compared by way of two controlled field experiments involving customers of a Chinese food delivery

Alice Kendrick

1998-01-01

91

Relationship marketing and customer loyalty: evidence from the Ghanaian luxury hotel industry  

Microsoft Academic Search

The study reports the impact of relationship marketing on customer loyalty in the luxury and first-class hotel industry. A questionnaire derived from the literature review was completed by 300 customers of luxury and first-class hotels in Ghana. Descriptive statistics, exploratory factor analysis and multiple regression were used to test the impact of six key relationship marketing practices namely competence, commitment,

Bedman Narteh

2012-01-01

92

A study on the perceived CSR and customer loyalty based on dairy market in China  

Microsoft Academic Search

The use of corporate social responsibility (CSR) initiatives to influence consumers' buying behaviour has become quite common. The relationship between CSR and customer behavior is one of the most important research focuses of management scholars. In this article, we develop a theoretical framework that specifies how the perceived CSR influences customer loyalty. Empirically we find that the perceived CSR has

Yanqiu Liu; Hongli Ji; Fenglan

2010-01-01

93

Customer Relationship Management in Healthcare Service – An Integrated DSS Framework for Patient Loyalty  

Microsoft Academic Search

Patient loyalty is a critical criterion for healthcare customer relationship management (CRM). An integrated framework with\\u000a a case-based prediction model and a constraint-based optimization model is proposed to support the decision making of healthcare\\u000a providers. This research first adopts a case-based prediction mechanism to forecast the possible loyalty level. We also proposes\\u000a a constraint-based optimization approach as a subsequent mechanism

Chi-I Hsu; Pei-Lun Hsu; Chaochang Chiu

94

Reinventing information services to increase customer satisfaction  

SciTech Connect

In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

Madison, J.E.

1993-12-01

95

77 FR 12073 - Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Information Collection: American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey AGENCY: National Business...soliciting comments concerning the American Customer Satisfaction Index (ACSI) Government...

2012-02-28

96

Customer centered health care: why managed care organizations must capitalize on new technology to build brands and customer loyalty.  

PubMed

Now, more than ever, health care organizations are desperately trying to reach out to customers and establish stronger relationships that will generate increased loyalty and repeat business. As technology, like the Internet and related mediums, allow us to do a better job of managing information and communication, health care executives must invest the time and resources necessary to bring these new advances into the day-to-day operations of their businesses. Those that do will have a head start in building their brand and their customer loyalty. PMID:10181710

Fell, D

1998-01-01

97

Customer satisfaction in the emergency department.  

PubMed

Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful, longer lasting, and more appreciated by patients and staff. PMID:15062498

Worthington, Kelly

2004-02-01

98

The role of commitment on the customer benefits–loyalty relationship in mobile service industry  

Microsoft Academic Search

The purpose of this study is to identify appropriate combinations between various types of commitment and benefit, to induce and enhance loyalty behaviours, such as customer retention, cross-selling, and customers' positive word-of-mouth, in a matured service market. The results show that functional and economic benefits have significant effects on customer retention through calculative commitment, while experiential and symbolic benefits significantly

Won-Moo Hur; Minsung Kim

2010-01-01

99

Determinants of customer loyalty in property management service: An empirical study of three residential areas in Beijing  

Microsoft Academic Search

Customer loyalty has become an essential concern for service-provider, which is also a major theme in marketing research. By using a Logit economic model based on the survey of 487 local residents from three representative residential areas in Beijing, the determinants of customer loyalty are identified in the Beijing property service market. The probability that a owner intent to switch

Chen Xinhui; Zhang Xinrui; Qiao zhong

2009-01-01

100

Adjusted expectations, satisfaction and loyalty development in the case of services  

Microsoft Academic Search

The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather

Ramón Rufín; Cayetano Medina; Manuel Rey

2011-01-01

101

Service quality, client satisfaction and loyalty towards audit firms : Perceptions of Malaysian public listed companies  

Microsoft Academic Search

Purpose – The purpose of this paper is to explore the relationship between audit service quality, client satisfaction and loyalty to the audit firms. SERVQUAL model was used to measure the perceptions and expectations of public listed companies on the services received from audit firms. Design\\/methodology\\/approach – The five dimensions of SERVQUAL, i.e. reliability, assurance, tangibility, empathy and responsiveness was

Ishak Ismail; Hasnah Haron; Daing Nasir Ibrahim; Salmi Mohd Isa

2006-01-01

102

The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction-loyalty relationship  

Microsoft Academic Search

Purpose – This study aims to discuss and test the combined role of perceived risk, objective knowledge and certainty as moderators in the satisfaction-loyalty relationship. Design\\/methodology\\/approach – The authors use survey data of 387 Vietnamese consumers in a food context. A structural equation modeling (SEM) approach for moderator analysis with latent constructs is used to test the hypotheses. Findings –

Ho Huy Tuu; Svein Ottar Olsen; Pham Thi Thuy Linh

2011-01-01

103

Theme park employee satisfaction and customer orientation  

Microsoft Academic Search

The purpose of this study was to explore the relationship between front-line employee job satisfaction and customer orientation. Data for this study were collected through the use of a survey instrument completed by 146 front-line employees of a regional theme park in the southeast United States. Simple Linear Regression analysis was used to test the relationships under review. Results of

Matt Wagenheim; Stephen Anderson

2008-01-01

104

Measuring customer satisfaction: Evidence from Hong Kong retail banking industry  

Microsoft Academic Search

Recent research has shown the value of using a uniform system such as the American Customer Satisfaction Index model (ACSI) or the European Satisfaction Performance In- dex model (EPSI) for national customer satisfaction measurement and management. This paper reviews the relationships of latent constructs specified in these popular national cus- tomer satisfaction measurement and management systems and concludes that the

Gopal K. Kanji

2001-01-01

105

INFLUENCE OF PRICE AND QUALITY TO CUSTOMER SATISFACTION: NEUROMARKETING APPROACH  

Microsoft Academic Search

Annotation. The purpose of this article is to analyze literature and find out empirical evidence on product price and quality influence on customer satisfaction through neuromarketing approach. Customers' satisfaction on their purchase is a signifi- cant factor that leads business to success. In recent times, customer satisfaction has gained new attention within the context of the paradigm shift from transactional

Aurimas Dapkeviius; Borisas Melnikas

2009-01-01

106

The employee-customer satisfaction chain in the ECSI model  

Microsoft Academic Search

Among the large number of currently available approaches for studying customer satisfaction, a very promising one is that adopted in the European customer satisfaction index (ECSI) model. Yet, in spite of its various contributions to customer satisfaction research, this approach exhibits certain limitations, of which we will emphasise one: contrary to compelling evidence, the model does not consider the service

Manuel José Vilares; Pedro Simões Coelho

2003-01-01

107

Measuring Customer Satisfaction. A Central Texas JTPA Study.  

ERIC Educational Resources Information Center

A study was conducted to determine the baseline by which to measure expected improvements in customer satisfaction for Central Texas Job Training Partnership (JTPA) programs. The survey was designed to facilitate assessment of the current level of customer satisfaction with service delivery and influences on customer satisfaction. Data were…

Angel, P. Linda

108

Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.  

PubMed

Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PMID:20476831

Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

2010-05-01

109

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.  

PubMed

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research. PMID:16316275

Salanova, Marisa; Agut, Sonia; Peiró, José María

2005-11-01

110

The Antecedents and Consequences of Customer Satisfaction for Firms  

Microsoft Academic Search

This research investigates the antecedents and consequences of customer satisfaction. We develop a model to link explicitly the antecedents and consequences of satisfaction in a utility-oriented framework. We estimate and test the model against alternative hypotheses from the satisfaction literature. In the process, a unique database is analyzed: a nationally representative survey of 22,300 customers of a variety of major

Eugene W. Anderson; Mary W. Sullivan

1993-01-01

111

Exploring the Links between Relational Bonds and Customer Loyalty: The Case of loyal Arabic Guests at Five-Star hotels  

Microsoft Academic Search

Relationship marketing aims to build and maintain relationships between customers and organizations. While building strong bonds is a key objective of relationship marketing, limited empirical attention has been paid to the role of relational bonds on enhancing loyalty. This study explores the impact of financial, social and structural bonds on consumer loyalty, using a sample of loyal Arabic hotel guests.

Ahmad B. Shammout; Susan Zeidan; Michael J. Polonsky

112

SERVICE QUALITY AND CUSTOMER SATISFACTION: ANTECEDENTS OF CUSTOMER'S RE-PATRONAGE INTENTIONS  

Microsoft Academic Search

This study was designed to examine the relationship between service quality, customer satisfaction and customer's re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation analysis indicated that service quality and customer satisfaction had a direct positive effect on customer's re-patronage intentions. Multiple Linear Regression highlighted customer satisfaction

YAP SHEAU FEN; KEW MEI LIAN

113

Investigating the effects of service quality dimensions and expertise on loyalty  

Microsoft Academic Search

Purpose – Very little research has investigated the effects of service quality dimensions on customer loyalty. Also, up to now, no research has investigated the direct effect of expertise on loyalty and the moderating effect of expertise on the link between satisfaction and loyalty. This paper seeks to fill these gaps in the literature and to investigate the effects of

Ahmad Jamal; Kyriaki Anastasiadou

2009-01-01

114

Antecedents of virtual community satisfaction and loyalty: an empirical test of competing theories.  

PubMed

The rapid growth of virtual communities (VCs) on the Internet raises important research questions regarding the antecedents of satisfaction and loyalty in VCs. This study compared the technology acceptance model (TAM), Seddon Information Systems Success Model (Seddon model), and an integrated model (combining the TAM and Seddon model) to examine which model best helps to predict user satisfaction with VCs. Using a structural equation model, data collected from 198 community members were used to compare the three models in terms of overall model fit, explanatory power, and path significance. The findings show that two TAM components (perceived usefulness and ease of use) are determinants of user satisfaction with VCs. This study also found the influence of quality-perception dimensions (e.g., system and information quality) on user satisfaction to be significant. Additionally, this study found general support for user satisfaction as a determinant of loyalty in VCs. Finally, an integrated model, combining the TAM and Seddon model, provided better explanatory power than either the TAM or the Seddon model alone. Finally, this study discusses the implications of these findings and offers directions for future research. PMID:18422404

Lin, Hsiu-Fen

2008-04-01

115

Study on Customer Satisfaction with Facilities Management Services in Lithuania  

NASA Astrophysics Data System (ADS)

The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

Lepkova, Natalija; Ž?kait?-Jefimovien?, Giedr?

2012-12-01

116

Testing the Mediating Effect of the Quality of College Life in the Student Satisfaction and Student Loyalty Relationship  

Microsoft Academic Search

This study tests the mediating effect of the quality of college life (QCL) in the student satisfaction and student loyalty\\u000a relationship. QCL refers to the degree of need satisfaction and the experiences that create a positive affect throughout college\\u000a life. The QCL of students is conceptualized as a higher order construct that is composed of need satisfaction and affect balance.

Grace B. Yu; Ji-Hyun Kim

2008-01-01

117

Customer satisfaction measurement and analysis using six sigma  

Microsoft Academic Search

Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects. Presents a case study to illustrate how the concept of zero defects, measured by six sigma, can be applied to customer satisfaction measurement and to examine the impact of customer expectations on the company’s strategies for improving satisfaction. The information

Ravi S. Behara; Gwen F. Fontenot; Alicia Gresham

1995-01-01

118

Customer satisfaction, corporate image, and service quality in professional services  

Microsoft Academic Search

This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies. The results show that the most important variable explaining customer satisfaction was the apparent effectiveness of the audit firm. In relation to service quality, managers'

Mara Cameran; Peter Moizer; Angela Pettinicchio

2010-01-01

119

Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services  

Microsoft Academic Search

There is widespread belief that firms should pursue superiority in both customer satisfaction and productivity. However, there is reason to believe these two goals are not always compatible. If a firm improves productivity by “downsizing,” it may achieve an increase in productivity in the short-term, but future profitability may be threatened if customer satisfaction is highly dependent on the efforts

Eugene W. Anderson; Claes Fornell; Roland T. Rust

1997-01-01

120

78 FR 21008 - Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker...burden estimates relating to customer satisfaction surveys involving the National...Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control...

2013-04-08

121

78 FR 69643 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Request; Generic Clearance for Customer Satisfaction Research AGENCY: U.S...generic clearance to conduct customer satisfaction research which may be in...feedback from its various customer satisfaction research efforts. Each...

2013-11-20

122

77 FR 61777 - Notice of Submission of Proposed Information Collection to OMB Generic Customer Satisfaction Surveys  

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection to OMB Generic Customer Satisfaction Surveys AGENCY: Office of...HUD will conduct various customer satisfaction surveys to gather feedback...Title of Proposed: Generic Customer Satisfaction Surveys. OMB Approval...

2012-10-11

123

75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Commercial Service Annual Customer Satisfaction Survey AGENCY: International...services. The CS uses an Annual Customer Satisfaction Survey to measure client's...business practices. The Annual Customer Satisfaction Survey results enable...

2010-09-10

124

78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey  

Federal Register 2010, 2011, 2012, 2013, 2014

...Information Collection; DigitalGov Customer Satisfaction Survey AGENCY: Office of...regarding the DigitalGov Web site Customer Satisfaction Survey. DATES: Submit comments...3090- 00xx; DigitalGov Customer Satisfaction Survey by any of the...

2013-09-12

125

76 FR 17189 - Revision to Currently Approved Information Collection: Comment Request for Customer Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection: Comment Request for Customer Satisfaction and Opinion Surveys and Focus...on the United States Mint customer satisfaction and opinion surveys and focus...Title: United States Mint customer satisfaction and opinion surveys and...

2011-03-28

126

75 FR 3539 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker...Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number...a. Next of Kin National Customer Satisfaction Survey (Mail to...

2010-01-21

127

78 FR 60020 - Proposed Collection: Comment Request for Voluntary Customer Satisfaction Surveys  

Federal Register 2010, 2011, 2012, 2013, 2014

...Comment Request for Voluntary Customer Satisfaction Surveys ACTION: Notice and...soliciting comments concerning the Customer Satisfaction Survey. DATES: Written...INFORMATION: Title: Voluntary Customer Satisfaction Survey to Implement...

2013-09-30

128

75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.  

Federal Register 2010, 2011, 2012, 2013, 2014

...MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No...request (ICR) 3206-0236, Customer Satisfaction Surveys. As required by...performance in providing services. Customer satisfaction surveys are valuable...

2010-06-21

129

77 FR 36568 - Proposed Information Collection; Comment Request: Generic Customer Satisfaction Surveys  

Federal Register 2010, 2011, 2012, 2013, 2014

...Comment Request: Generic Customer Satisfaction Surveys AGENCY: Office of...of Proposal: Generic--Customer Satisfaction Surveys. OMB Control Number...HUD will conduct various customer satisfaction surveys to gather...

2012-06-19

130

75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236  

Federal Register 2010, 2011, 2012, 2013, 2014

...MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No...request (ICR) 3206-0236, Customer Satisfaction Surveys. As required by...performance in providing services. Customer satisfaction surveys are valuable...

2010-10-21

131

77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection: 1090-0007, American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY: Office of the Secretary...information collection for the American Customer Satisfaction Index (ACSI) Government...

2012-10-10

132

78 FR 73238 - Currently Approved Information Collection: Comment Request for Customer Satisfaction and Opinion...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection: Comment Request for Customer Satisfaction and Opinion Surveys and Focus...on the United States Mint customer satisfaction and opinion surveys and focus...Abstract: The proposed customer satisfaction and opinion surveys...

2013-12-05

133

75 FR 38775 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Request; Generic Clearance for Customer Satisfaction Research AGENCY: U.S...generic clearance to conduct customer satisfaction research which may be in...feedback from its various customer satisfaction research efforts. Each...

2010-07-06

134

17 CFR 300.400 - Satisfaction of customer claims for standardized options.  

Code of Federal Regulations, 2010 CFR

...2010-04-01 false Satisfaction of customer claims for standardized...Commitments § 300.400 Satisfaction of customer claims for standardized...delivered to or on behalf of customers in satisfaction of claims pursuant to...

2010-04-01

135

Corporate image, loyalty, and commitment in the consumer travel industry  

Microsoft Academic Search

This article examines the impact and interrelationship of corporate image, satisfaction, and commitment on customer loyalty in the travel industry. A corporate image–commitment–loyalty model was developed and tested. Partial least squares (PLS) was used to test the direct and indirect linkages between the four variables, and an alternative model was proposed. The tourism and travel industry is highly price sensitive

James E. Richard; Annie Zhang

2011-01-01

136

Corporate image, loyalty, and commitment in the consumer travel industry  

Microsoft Academic Search

This article examines the impact and interrelationship of corporate image, satisfaction, and commitment on customer loyalty in the travel industry. A corporate image–commitment–loyalty model was developed and tested. Partial least squares (PLS) was used to test the direct and indirect linkages between the four variables, and an alternative model was proposed. The tourism and travel industry is highly price sensitive

James E. Richard; Annie Zhang

2012-01-01

137

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.  

PubMed

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. PMID:12675405

Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

2003-02-01

138

Relationships between employee attitudes, customer satisfaction and departmental performance  

Microsoft Academic Search

Describes how relationships were studied between employee attitudes, customer satisfaction, productivity, and administrative effectiveness at two points in time in a computer-hardware customer-service organization - 281 employees from 92 departments participating at time 1, and 215 employees from 87 departments participating in a follow-up survey ten months later. Performance and customer satisfaction were associated with employees believing that they have

Dennis J. Adsit; Manuel London; Steven Crom; Dana Jones

1996-01-01

139

78 FR 69703 - 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical Inspection Pilot Program...Collection Title of Information Collection: Generic Customer Satisfaction Surveys Physical Inspection Alignment Pilot...

2013-11-20

140

75 FR 80830 - Proposed Collection; Comment Request; Technology Transfer Center External Customer Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Request; Technology Transfer Center External Customer Satisfaction Survey (NCI) SUMMARY: In compliance with the...Title: Technology Transfer Center External Customer Satisfaction Survey (NCI). Type of Information...

2010-12-23

141

The satisfaction and retention of frontline employees : A customer satisfaction measurement approach  

Microsoft Academic Search

Argues that employee turnover is highest among employees who are not satisfied with their jobs. Because qualified employees are becoming more scarce and difficult to retain, organizations need to focus on increasing employee satisfaction. Suggests that one useful approach for increasing employee satisfaction is to view workers as customers. Based on the notion of employee as customer, illustrates how a

Roland T. Rust; Greg L. Stewart; Heather Miller; Debbie Pielack

1996-01-01

142

Basic Features of Customer Satisfaction with Train Schedules  

NASA Astrophysics Data System (ADS)

This paper aims to reveal the fundamental features of customer satisfaction with train schedules, which is one of the most basic services provided by a railway company. A customer satisfaction survey of passengers who frequently utilize three lines in the metropolitan area was conducted; we obtained the following findings: (a) out of nine factors to evaluate a train schedule from a passenger's viewpoint, the four most important ones are the frequency of trains running, punctuality, congestion rate, and time distance; (b) the ride-frequency influences the degree of satisfaction with train schedules in a particular line; and (c) it is important to set a numeric goal for the level of customer satisfaction by grasping the relationship between the transport service and a passenger's satisfaction with that service. The difference between customer satisfaction and passenger disutility is also discussed. The findings are expected to help conduct customer satisfaction surveys and also to form the basis for establishing a method by which to evaluate a train schedule from passengers' satisfaction ratings.

Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano

143

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry  

Microsoft Academic Search

Retaining and cultivating customer loyalty has become increasingly important for coffee outlet marketers and operators due to the highly competitive environment. This study aims to develop and test a model investigating how relational benefits enhance perceived value to win customer loyalty. Using a self-administered questionnaire survey, 949 respondents from coffee outlets were used for this study. The findings show that

Po-Tsang Chen; Hsin-Hui Hu

2010-01-01

144

Exploring the exit, voice, loyalty, and neglect typology: The influence of job satisfaction, quality of alternatives, and investment size  

Microsoft Academic Search

The current theory proposes that responses to dissatisfaction differ in constructiveness versus destructiveness and activity versus passivity, defining four categories of response: exit, voice, loyalty, and neglect. The manner in which employees react to job dissatisfaction is determined by three variables: overall job satisfaction; quality of job alternatives, and magnitude of investments in the job. This article presents a meta-analysis

Dan Farrell; Caryl E. Rusbult

1992-01-01

145

Improving Customer Satisfaction in an R and D Environment  

NASA Technical Reports Server (NTRS)

Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.

Alexander, Anita; Liou, Y. H. Andrew

1998-01-01

146

Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction  

Microsoft Academic Search

Although it has been widely accepted that internal customer service quality leads to internal customer satisfaction and in turn external customer satisfaction, relatively little research has focused on the dimensions of internal customer service quality and their differing impacts on internal customer satisfaction. This empirical study identifies six key internal service quality dimensions as perceived by the purchasing department's internal

Minjoon Jun; Shaohan Cai

2010-01-01

147

Logistics flexibility and its impact on customer satisfaction  

Microsoft Academic Search

Purpose – To succeed in an uncertain environment, firms must respond to changing customer needs, and logistics flexibility is an important part of the response. This paper defines logistics flexibility, creates a framework to understand it, and shows how it relates to customer satisfaction. Design\\/methodology\\/approach – The study uses a large sample survey (n=273) from the Society of Manufacturing Engineers

Qingyu Zhang; Mark A. Vonderembse; Jeen-Su Lim

2005-01-01

148

Fuzzy Evaluating Customer Satisfaction of Jet Fuel Companies  

NASA Astrophysics Data System (ADS)

Based on the market characters of jet fuel companies, the paper proposes an evaluation index system of jet fuel company customer satisfaction from five dimensions as time, business, security, fee and service. And a multi-level fuzzy evaluation model composing with the analytic hierarchy process approach and fuzzy evaluation approach is given. Finally a case of one jet fuel company customer satisfaction evaluation is studied and the evaluation results response the feelings of the jet fuel company customers, which shows the fuzzy evaluation model is effective and efficient.

Cheng, Haiying; Fang, Guoyi

149

The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty  

Microsoft Academic Search

The aim of this article is to understand the influence of hotel service quality and corporate image on tourism customer loyalty. Data were collected from tourists at several sight-seeing locations in Mauritius. The study sample comprised guests of various hotels in Mauritius who were randomly approached and invited to participate in a survey on the hotel's services. The study findings

Jay Kandampully; Thanika Devi Juwaheer; Hsin-Hui Hu

2011-01-01

150

The Austrian Customer satisfaction barometer (ACSB) — A pilot study  

Microsoft Academic Search

\\u000a Abstract  National customer satisfaction indices häve been published since 1989 in Sweden and since 1994 in the USA. These indices provide\\u000a valuable information about the customer perception of the quality of the economic output. The data collected help customers\\u000a in assessing quality of products and services, cornpanies in benchmarking their operations, and policy makers in making decisions\\u000a about quality-related aspects. In

Peter Hackl; Dieter Scharitzer; Reinhard Zuba

1996-01-01

151

Student satisfaction with Canadian music programmes: the application of the American Customer Satisfaction Model in higher education  

Microsoft Academic Search

The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students’ level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students. The results indicate that customer satisfaction is strongly affected by

Alexander Serenko

2011-01-01

152

USING A WEB-BASED LONGITUDINAL PANEL TO MEASURE CUSTOMER SATISFACTION  

Microsoft Academic Search

The benefits of using web-based longitudinal panels for customer satisfaction studies are described according to the experience of such a study for the rail customers of New Jersey Transit (NJ Transit). Numerous benefits of this method are noted over cross-sectional studies, including more robust statistics, better understanding of customer satisfaction, and the ability to analyze customer satisfaction trends. Various innovative

Gregory Spitz; Janice Pepper; Varoti Chakravarti; Thomas Adler; Frances Niles

2004-01-01

153

An analysis, instrument development, and structural equation modeling of customer satisfaction with online travel services  

Microsoft Academic Search

The objective of this research was to develop a survey instrument and structural equation model of customer satisfaction (e-satisfaction) with travel Websites. The study proposed that customer satisfaction with a travel Website is determined by the customer's experience at the travel Website. Customer experience at the travel Website is in turn a function of three higher-order constructs, travel Website interface,

Juline Elaine Mills

2002-01-01

154

Perceived e-service quality (PeSQ) : Measurement validation and effects on consumer satisfaction and web site loyalty  

Microsoft Academic Search

Purpose – The objectives of this article are to develop a multiple-item scale for measuring e-service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty. Design\\/methodology\\/approach – First, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi-dimensional nature

Eduard Cristobal; Carlos Flavián; Miguel Guinalíu

2007-01-01

155

Assessing customer satisfaction for improving NOAA's climate products and services  

NASA Astrophysics Data System (ADS)

NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

2009-12-01

156

The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance  

ERIC Educational Resources Information Center

This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…

Chae, Ho-Chang

2009-01-01

157

[Customer and patient satisfaction. An appropriate management tool in hospitals?].  

PubMed

Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys. PMID:22936487

Pawils, S; Trojan, A; Nickel, S; Bleich, C

2012-09-01

158

Measuring Customer Satisfaction in Summer Courses  

ERIC Educational Resources Information Center

Purpose: The recent changes that have occurred in the Spanish university teaching environment, such as growing competition, have caused these courses to become an important differentiating element of what is offered by each university. Therefore, the authors propose to delve deeper into the relationship existing between satisfaction and the intent…

Marzo-Navarro, Mercedes; Pedraja-Iglesias, Marta; Rivera-Torres, M. Pilar

2005-01-01

159

Results Summary Customer Satisfaction Survey 2011  

E-print Network

and orientation activities, - Reliability, empathy, satisfaction, - Residences. Survey goals: - evaluate Availability of questionnaire: 12/01/12 ­ 02/02/12 Target population: International Students PoliMi Survey - obtain information on international students requirements Questionnaire: online questionnaire with rating

160

Measuring Customer Satisfaction in Tourist Service Encounters  

Microsoft Academic Search

This paper sets out to model quality and satisfaction judgements of college students within four distinct tourist encounters. A novel approach is used where respondents rated an entire service setting by proxy when evaluating a picture in which certain quality variables had been manipulated. Each picture contained separate ôobjectsö of the service that we claim would be evaluated on a

Doren Chadee; Jan Mattsson

1996-01-01

161

77 FR 3843 - Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing Survey) Under OMB Review AGENCY...technology. Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey, VA Form 0745. OMB...

2012-01-25

162

77 FR 64382 - Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB Review AGENCY...SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465- 2 through...

2012-10-19

163

78 FR 38809 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...  

Federal Register 2010, 2011, 2012, 2013, 2014

...2900-0571] Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity Under...INFORMATION: Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571....

2013-06-27

164

76 FR 70827 - Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing Survey Card) Activity; Comment...technology. Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey Card, VA Form 0745....

2011-11-15

165

75 FR 9277 - Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment Request AGENCY...information technology. Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through...

2010-03-01

166

77 FR 2349 - Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment Request AGENCY...information technology. Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465- 2 through...

2012-01-17

167

75 FR 25320 - Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB Review AGENCY...SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through...

2010-05-07

168

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.  

PubMed

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. PMID:17371092

Liao, Hui

2007-03-01

169

The Relationship between Earned Value Management Metrics and Customer Satisfaction  

ERIC Educational Resources Information Center

Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…

Plumer, David R.

2010-01-01

170

Service Quality and Customer Satisfaction: An Assessment and Future Directions.  

ERIC Educational Resources Information Center

Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…

Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

1999-01-01

171

Analysing the maximum level of customer satisfaction in grocery stores  

Microsoft Academic Search

From the initial consideration of the store attributes that the marketing literature has identified as key in order that grocery retailers manage to design their differentiation strategies, this work identifies the main factors underlying the above mentioned attributes. The goal is to analyze which of these factors exert a bigger influence on the highest level of customer satisfaction. With this

Maria Pilar Martínez Ruiz; Ana Isabel Jiménez Zarco; Alicia Izquierdo Yusta

2010-01-01

172

A Study of Customer Service, Customer Satisfaction and Service Quality in the Logistics Function of the UK Food Processing Industry   

E-print Network

The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry. These ...

Grant, David Bruce

173

Does satisfaction matter more if a multichannel customer is also a multicompany customer?  

Microsoft Academic Search

Purpose – This research aims to investigate the moderating influence of both multichannel and multicompany usage on the impact that customer satisfaction has on share of wallet (SOW). Design\\/methodology\\/approach – The data used in the analyses were collected as part of both survey and transactional data of 802 households of a large financial services provider. Within class regression models were

Bart Larivière; Lerzan Aksoy; Bruce Cooil; Timothy L. Keiningham

2011-01-01

174

Student Satisfaction with Canadian Music Programmes: The Application of the American Customer Satisfaction Model in Higher Education  

ERIC Educational Resources Information Center

The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students' level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students.…

Serenko, Alexander

2011-01-01

175

Customer satisfaction assessment at the Pacific Northwest National Laboratory  

SciTech Connect

The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance. Both sections contain a set of questions that can be answered with a 5-point Likert scale response. The strategic value section consists of five questions that are designed to determine if a project directly contributes to critical future national needs. The project Performance section consists of nine questions designed to determine PNNL performance in meeting customer expectations. A statistical model for customer survey data is developed and this report discusses how to analyze the data with this model. The properties of the statistical model can be used to establish a gold standard or performance expectation for the laboratory, and then to assess progress. The gold standard is defined using laboratory management input--answers to four questions, in terms of the information obtained from the customer survey: (1) What should the average Strategic Value be for the laboratory project portfolio? (2) What Strategic Value interval should include most of the projects in the laboratory portfolio? (3) What should average Project Performance be for projects with a Strategic Value of about 2? (4) What should average Project Performance be for projects with a Strategic Value of about 4? To be able to provide meaningful answers to these questions, the PNNL customer survey will need to be fully implemented for several years, thus providing a link between management perceptions of laboratory performance and customer survey data.

DN Anderson; ML Sours

2000-03-23

176

Customer Satisfaction Assessment at the Pacific Northwest National Laboratory  

SciTech Connect

The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. We present the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of 2 major sections, Strategic Value and Project Performance. The Strategic Value section of the questionnaire consists of 5 questions that can be answered with a 5 point Likert scale response. These questions are designed to determine if a project is directly contributing to critical future national needs. The Project Performance section of the questionnaire consists of 9 questions that can be answered with a 5 point Likert scale response. These questions determine PNNL performance in meeting customer expectations. Many approaches could be used to analyze customer survey data. We present a statistical model that can accurately capture the random behavior of customer survey data. The properties of this statistical model can be used to establish a "gold standard'' or performance expectation for the laboratory, and then assess progress. The gold standard is defined from input from laboratory management --- answers to 4 simple questions, in terms of the information obtained from the CSAP customer survey, define the standard: *What should the average Strategic Value be for the laboratory project portfolio? *What Strategic Value interval should include most of the projects in the laboratory portfolio? *What should average Project Performance be for projects with a Strategic Value of about 2? *What should average Project Performance be for projects with a Strategic Value of about 4? We discuss how to analyze CSAP customer survey data with this model. Our discussion will include "lessons learned" and issues that can invalidate this type of assessment.

Anderson, Dale N.; Sours, Mardell L.

2000-03-20

177

Adopting TQM approach to achieve customer satisfaction : A flour milling company case study  

Microsoft Academic Search

Purpose – The purpose of this paper is to present the results of a survey of customer satisfaction with regard to the strategy of total quality management (TQM) adopted in a wheat flour milling company. Design\\/methodology\\/approach – A survey was conducted to learn more about customer expectations and satisfaction. The respondents were all customers of a flour-based food processor. Quality

Yohanes Kristianto; Mian M. Ajmal; Maqsood Sandhu

2012-01-01

178

Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey  

SciTech Connect

The Energy Efficiency and Renewable Energy Network (EREN) Customer Satisfaction Survey was developed and executed in support of EREN`s continuous quality improvement (CQI) plan. The study was designed to provide information about the demographic make up of EREN users, the value or benefits they derive from EREN, the kinds and quality of services they want, their levels of satisfaction with existing services, their preferences in both the sources of service and the means of delivery, and to provide benchmark data for the establishment of continuous quality improvement measures. The survey was performed by soliciting voluntary participation from members of the EREN Users Group. It was executed in two phases; the first being conducted by phone using a randomly selected group; and the second being conducted electronically and which was open to all of the remaining members of the Users Group. The survey results are described.

Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [Dept. of Energy, Oak Ridge, TN (United States). Office of Scientific and Technical Information

1996-04-22

179

Moderating effect of nurses' customer-oriented perception between organizational citizenship behaviors and satisfaction.  

PubMed

This study investigates whether organizational citizenship behaviors enhance job satisfaction among nursing personnel, while exploring whether customer-oriented perception has a moderating effect between nursing personnel's organizational citizenship behaviors and job satisfaction.The authors used a cross-sectional survey sent to 500 nurses with 232 valid responses. According to the research findings, nurses' organizational citizenship behaviors have a positive and significant influence on job satisfaction. Results also indicated that the moderating effect of nurses' customer-oriented perception on the relationship between their organizational citizenship behaviors and job satisfaction was stronger for high customer-oriented perception than it was low customer-oriented perception. PMID:20693338

Chang, Ching Sheng; Chang, Hae Ching

2010-08-01

180

Examining the antecedents and structure of customer loyalty in a tourism context  

E-print Network

marketing and leisure/tourism literature. Based on the Investment Model and other marketing and leisure/tourism studies on loyalty, a conceptual framework was established for this study. An online panel survey was conducted to examine this model. Subjects (N...

Li, Xiang

2009-06-02

181

WHAT KEEPS THE E-BANKING CUSTOMER LOYAL? A MULTIGROUP ANALYSIS OF THE MODERATING ROLE OF CONSUMER CHARACTERISTICS ON E-LOYALTY IN THE FINANCIAL SERVICE INDUSTRY  

Microsoft Academic Search

At first sight the Internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises

Arne Floh; Horst Treiblmaier

2006-01-01

182

A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses  

Microsoft Academic Search

The authors report a meta-analysis of relationships linking employee job satisfaction to customer satisfaction and perceived service quality in studies that correlate employee data with customer data. Overall, both relationships are positive and statistically and substantively significant. Moderator analyses show that service industry characteristics (relationship versus encounter, personal versus non-personal) and methodological characteristics (aggregated versus individual level of analysis, concurrent

Steven P. Brown; Son K. Lam

2008-01-01

183

An integrated framework based on the ECSI approach to link mould customers' satisfaction and product design  

Microsoft Academic Search

Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute

Irene Ferreira; José Cabral; Pedro Saraiva

2010-01-01

184

An Electronic Service Quality Reference Model for Designing E-Commerce Websites Which Maximizes Customer Satisfaction  

ERIC Educational Resources Information Center

This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…

Shaheen, Amer N.

2011-01-01

185

Service climate and customer satisfaction in a casino hotel: An exploratory case study  

Microsoft Academic Search

Given the global escalation in gaming availability, this paper proposes a service management framework for the study of competitive advantage in casino hotels. Using data collected from 303 employees at an Australian casino hotel, an exploratory case study in service climate and customer satisfaction is presented. The findings suggest that while service climate is highly correlated with customer satisfaction, internal

Anna Kralj; David Solnet

2010-01-01

186

Bank service quality: comparing Canadian and Tunisian customer perceptions  

Microsoft Academic Search

Purpose – The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty. Design\\/methodology\\/approach – Data were collected using self-administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia).

Riadh Ladhari; Ines Ladhari; Miguel Morales

2011-01-01

187

The Impact Process of Service Climate on Customer Citizenship Behaviors: Understanding the Role of Customer-company Identification  

Microsoft Academic Search

This article addresses how customers can develop very strong links rather than satisfaction and loyalty with companies in the context of service industry. In this sense, the authors focus on customer-company identification which is described as a strong feeling of belongingness to certain company owned by customer based on social identity theory and organizational theory. We try to exploit what

Zhou Mingjian; Wang Hongxuan

2010-01-01

188

Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups  

Microsoft Academic Search

There is increasing evidence that product and service attributes fall into three factors (basic, performance, and excitement factors) which affect overall satisfaction differently. This has been argued extensively in theory and has also been confirmed empirically. Researchers and practitioners have also recognized the importance of distinguishing these factors in order to manage customer satisfaction more effectively. Surprisingly, nobody has so

Johann Füller; Kurt Matzler

2008-01-01

189

Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry  

Microsoft Academic Search

The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place\\/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent

Dayang Nailul Munna; Abang Abdullah; Francine Rozario

2010-01-01

190

Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry  

Microsoft Academic Search

The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place\\/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent

Dayang Nailul Munna; Abang Abdullah; Francine Rozario

2009-01-01

191

Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance  

ERIC Educational Resources Information Center

Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

Wright, Robert E.

2008-01-01

192

Does the employee–customer satisfaction link hold for all employee groups?  

Microsoft Academic Search

Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to differentiate themselves from their competitors. Delivering high levels of service quality becomes crucial for long-term success. Since customers' perception of service quality depends very much on the interaction between the customer and the employee, this study analyzes the link between employee and customer satisfaction in more detail.

Florian v. Wangenheim; Heiner Evanschitzky; Maren Wunderlich

2007-01-01

193

Financial health and customer satisfaction in private health care providers in Brazil.  

PubMed

This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction. PMID:22124495

Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard

2011-11-01

194

Beef customer satisfaction: factors affecting consumer evaluations of clod steaks.  

PubMed

An in-home beef study evaluated consumer ratings of clod steaks (n = 1,264) as influenced by USDA quality grade (Top Choice, Low Choice, High Select, and Low Select), city (Chicago and Philadelphia), consumer segment (Beef Loyals, who are heavy consumers of beef; Budget Rotators, who are cost-driven and split meat consumption between beef and chicken; and Variety Rotators, who have higher incomes and education and split their meat consumption among beef, poultry, and other foods), degree of doneness, and cooking method. Consumers evaluated each steak for Overall Like, Tenderness, Juiciness, Flavor Like, and Flavor Amount using 10-point scales. Grilling was the predominant cooking method used, and steaks were cooked to medium-well and greater degrees of doneness. Interactions existed involving the consumer-controlled factors of degree of doneness and(or) cooking method for all consumer-evaluated traits for the clod steak (P < 0.05). USDA grade did not affect any consumer evaluation traits or Warner-Bratzler shear force values (P > 0.05). One significant main effect, segment (P = 0.006), and one significant interaction, cooking method x city (P = 0.0407), existed for Overall Like ratings. Consumers in the Beef Loyals segment rated clod steaks higher in Overall Like than the other segments. Consumers in Chicago tended to give more uniform Overall Like ratings to clod steaks cooked by various methods; however, consumers in Philadelphia gave among the highest ratings to clod steaks that were fried and among the lowest to those that were grilled. Additionally, although clod steaks that were fried were given generally high ratings by consumers in Philadelphia, consumers in Chicago rated clod steaks cooked in this manner significantly lower than those in Philadelphia. Conversely, consumers in Chicago rated clod steaks that were grilled significantly higher than consumers in Philadelphia. Correlation and stepwise regression analyses indicated that Flavor Like was driving customer satisfaction of the clod steak. Flavor Like was the sensory trait most highly correlated to Overall Like, followed by Tenderness, Flavor Amount, and Juiciness. Flavor Like was the first variable to enter into the stepwise regression equation for predicting Overall Like, followed by Tenderness and Flavor Amount. For the clod steak, it is likely that preparation techniques that improve flavor without reducing tenderness positively affect customer satisfaction. PMID:11881929

Goodson, K J; Morgan, W W; Reagan, J O; Gwartney, B L; Courington, S M; Wise, J W; Savell, J W

2002-02-01

195

Data mining application for customer segmentation based on loyalty: An iranian food industry case study  

Microsoft Academic Search

Data Mining (DM) is a powerful new technique to help companies discover the patterns and trends in their customers' preferences. It is also a well-known tool for customer relationship management (CRM). Data mining methodology has made a tremendous contribution for researchers wanting to extract hidden knowledge and information. This study has proposed a new procedure, based on an expanded RFM

Ali Hajiha; Reza Radfar; Samira Sarafi Malayeri

2011-01-01

196

E-STUDENT RETENTION: FACTORS AFFECTING CUSTOMER LOYALTY FOR ONLINE PROGRAM SUCCESS  

Microsoft Academic Search

The Internet revolution has had a major impact on higher education. If a public institution of higher learning has not engaged in online courses, it will if for no reason other than to meet customer demand (8). But despite this customer demand, institutions are reporting low retention rates in continuing enrollees (students who enroll for online classes for a second

Queen E. Booker

2005-01-01

197

Midterm Supply Chain Planning Under Demand Uncertainty : Customer Demand Satisfaction and Inventory Management  

E-print Network

1 Midterm Supply Chain Planning Under Demand Uncertainty : Customer Demand Satisfaction, multisite supply chain planning under demand uncertainty (Gupta and Maranas, 2000) to safeguard against model, the production decisions are made before demand realization while the supply chain decisions

Maranas, Costas

198

Examining Relationships between Quality Perceptions, Satisfaction, and Student Brand Loyalty in a Higher Educational Organization  

ERIC Educational Resources Information Center

The problem addressed in the quantitative inferential study was the need to understand what service factors and satisfaction levels contribute to student enrollment retention in a private university for it to remain competitive. A survey, designed by the researcher, was administered to undergraduate, residential students of a private business…

Brunson, Kendrick Wayne

2010-01-01

199

Customer satisfaction and Scuba-diving: Some insights from the deep  

Microsoft Academic Search

This paper explores the concept of customer satisfaction in relation to the scuba-diving consumption experience. It investigates the myriad of tangible and intangible elements of the experience, from which scuba-divers derive a sense of meaning and\\/or satisfaction. The results indicate that satisfaction is gained from a complex array of consumers' perceptions of the dive itself, but also from a range

Martin Maccarthy; Martin Oneill; Paul Williams

2006-01-01

200

Applying Customer Satisfaction Theory to Community College Planning of Counseling Services.  

ERIC Educational Resources Information Center

This article discusses a framework in which a researcher may apply a customer satisfaction model to the planning of counseling services at the community college level. It also reviews some historical work on satisfaction research with the unique environment of student services in two-year colleges. The article suggests that readers could benefit…

Hom, Willard C.

2002-01-01

201

The Link between Organizational Learning Culture and Customer Satisfaction: Confirming Relationship and Exploring Moderating Effect  

ERIC Educational Resources Information Center

Purpose: The aim of this paper is to develop a theoretical framework and conduct an empirical study across different service sectors to investigate the inter-relationships between organizational learning culture, employee job satisfaction and their impact on customer satisfaction. It also aims to examine an individual-level variable (educational…

Pantouvakis, Angelos; Bouranta, Nancy

2013-01-01

202

A survey of customer satisfaction barometers: Some results from the transportation-communications sector  

Microsoft Academic Search

The most important efforts that have been reported for the development of generic satisfaction barometers during the last years refer to individual business organisations, industry sectors or the total of national economies. The main aim of these efforts is the data collection either for comparative analysis of companies’ performance regarding customer satisfaction or for monitoring the evolution of global and

Evangelos Grigoroudis; Yannis Siskos

2004-01-01

203

Evaluating customer relationship dynamics in healthcare sector through indoor patients' judgement  

Microsoft Academic Search

Purpose – This paper aims to examine the three dynamics of customer relationship management (CRM), namely, service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) (long-term relationship) in the healthcare sector. It specifically investigates the effects of physical environment quality (PEQ) and interaction quality (IQ) and significant components of SQ on outcome SQ dimensions, namely, CS and CL. Design\\/methodology\\/approach

Hardeep Chahal; Neetu Kumari

2011-01-01

204

The impact of customer relationship management through implementation of information systems  

Microsoft Academic Search

CRM has been widely regarded as a company activity related to developing and retaining customers through increased satisfaction and loyalty. IT-based CRM systems have been applied in many industry sectors. CRM provides analytical, operational, and direction capabilities: the analytical capabilities enhance profitability maximisation from the customer relationship, operational capabilities cut across the customer value process, and direction capabilities depend on

Edward C. S. Ku

2010-01-01

205

Personality traits and the process of store loyalty in a transactional prone context  

Microsoft Academic Search

Purpose – This study sets out to replicate Garbarino and Johnson's paper, where the effects of trust, commitment and satisfaction towards service provider loyalty were examined. However, whereby Garbarino and Johnson tested their model in a relationship prone environment, i.e. a theatre company, this study was set in a retail context where transactional customers are more likely. Personality traits as

Liliana Bove; Betty Mitzifiris

2007-01-01

206

Predicting Customer Service Employees’ Job Satisfaction and Turnover Intentions: The Roles of Customer Interactional Injustice and Interdependent Self-Construal  

Microsoft Academic Search

Research has primarily examined supervisors and coworkers as sources of unfair interpersonal treatment (i.e., interactional\\u000a injustice) in the workplace. Unfair treatment, however, can also originate with customers. Using a cross-sectional, correlational\\u000a research design (N = 172), we examined the associations among customer injustice, employee job satisfaction, and turnover intentions. Drawing\\u000a on relational theories of fairness, we also examined whether employees who more

Camilla M. Holmvall; Jasleen Sidhu

2007-01-01

207

Engaging the Student as a Customer: A Relationship Marketing Approach  

ERIC Educational Resources Information Center

Increasingly organizations are recognizing the value of establishing close relationships with their customers. Despite this, research has not deeply explored how the intangible aspects of relational exchange such as customer satisfaction, as well as affective commitment, calculative commitment, and trust, combine to determine loyalty in the…

Bowden, Jana Lay-Hwa.

2011-01-01

208

Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty  

NASA Astrophysics Data System (ADS)

It has been well documented that employing self-service technology (SST) results in considerable cost savings but few studies have examined its impact on consumers’ behavior. We apply a well-recognized model from the field of services marketing in an SST context. We examine how the established relationships between satisfaction, affective and calculative commitments, and loyalty are affected when the service is provided through a technology interface as opposed to service personnel. We then present two alternative perspectives on the role of SST. The first is based on the predominant assumption that SST is a moderator of the relationship between customer loyalty and its drivers, while the other rests on the assumption that SST is just another context and that its role in affecting customer loyalty is mediated by drivers of loyalty. A cross-sectional study conducted in the banking industry shows that SST does not change everything. The classical model of how customers evaluate services and the predictors of loyalty are replicated in the SST setting. Interestingly, SST does not have a direct influence on loyalty by itself but its effects are mediated by commitment. However, it is the affective commitment that is more important in forming loyalty toward the service provider.

Singh, Sangeeta; Olsen, Line Lervik

209

Application of Gray Relational Analysis Method in Comprehensive Evaluation on the Customer Satisfaction of Automobile 4S Enterprises  

NASA Astrophysics Data System (ADS)

The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customer satisfaction. The customer satisfaction of car sales enterprises (4S enterprises) depends on many factors. By using the grey relational analysis method, we could perfectly combine various factors in terms of customer satisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customer satisfaction, thereby increase sales volume and benefits. Gray relational analysis method has become a kind of good method and means to analyze and evaluate the enterprises.

Cenglin, Yao

210

Why people continue to play online games: in search of critical design factors to increase customer loyalty to online contents.  

PubMed

As people increasingly play online games, numerous new features have been proposed to increase players' log-on time at online gaming sites. However, few studies have investigated why people continue to play certain online games or which design features are most closely related to the amount of time spent by players at particular online gaming sites. This study proposes a theoretical model using the concepts of customer loyalty, flow, personal interaction, and social interaction to explain why people continue to play online network games. The study then conducts a large-scale survey to validate the model. Finally, it analyzes current online games to identify design features that are closely related to the theoretical concepts. The results indicate that people continue to play online games if they have optimal experiences while playing the games. This optimal experience can be attained if the player has effective personal interaction with the system or pleasant social interactions with other people connected to the Internet. Personal interaction can be facilitated by providing appropriate goals, operators and feedback; social interaction can be facilitated through appropriate communication places and tools. This paper ends with the implications of applying the study results to other domains such as e-commerce and cyber communities. PMID:15006164

Choi, Dongseong; Kim, Jinwoo

2004-02-01

211

A QUALITATIVE STUDY OF CUSTOMER SATISFACTION FROM AN ELECTRONIC COMMERCE PERSPECTIVE  

Microsoft Academic Search

The purpose of this study is to continue to fill a gap in the literature by investigating the impact of website-supported customer relationships on customer satisfaction. The study used content analysis to analyze the interview data obtained from a sample of 22 executives and webmasters of eight (8) IT companies in Quebec, Canada to test the hypotheses. The results show

Assion Lawson-Body

2008-01-01

212

Perceived service quality and customer satisfaction in a store performance framework  

Microsoft Academic Search

Both perceived service quality and labour productivity are assumed to be positively related to profitability, but a possible trade-off effect between these two phenomena could distort these relationships. In an exploratory study, measures of perceived service quality, customer satisfaction and patronage behaviour were collected from customers in four Swedish grocery stores, representing four combinations of profitability and productivity. These measures

Anne Mägi; Claes-Robert Julander

1996-01-01

213

Customer satisfaction in Indian commercial banks through total quality management approach  

Microsoft Academic Search

This study examines whether soft and hard aspects of quality management practices determine service quality and customer satisfaction. Data were collected from a branch manager and a valued customer from each of the 315 scheduled commercial bank branches in Orissa (India). A conceptual model depicting the relationship was tested applying structural equation modelling. Results reveal that transformational leadership, workplace spirituality

Usha Lenka; Damodar Suar; Pratap K. J. Mohapatra

2010-01-01

214

Productivity and customer satisfaction in Swedish pharmacies: A DEA network model  

Microsoft Academic Search

This paper presents a Data Envelopment Analysis (DEA) network model that allows inclusion of customer satisfaction in efficiency and productivity measures. The network consists of a production node and a consumption node and offers flexibility in modelling the production and consumption process where a firm-specific allocation of input resources to production and customer oriented activities is allowed. The proposed model

Mickael Löthgren; Magnus Tambour

1999-01-01

215

Service climate, employee commitment and customer satisfaction : Evidence from the hospitality industry in China  

Microsoft Academic Search

Purpose – This study attempts to contribute to the knowledge of how service climate improves customer satisfaction in the hospitality industry based on evidence from mainland China. It considers different dimensions of service climate separately, including customer orientation, managerial support and work facilitation, and introduces an important mediator – employee commitment – to examine the relationship between service climate and

Yuanqiong He; Wenli Li; Kin Keung Lai

2011-01-01

216

The effects of the current economic situation on customer satisfaction and retail patronage behaviour  

Microsoft Academic Search

This study examines the factors that underlie store attributes and determines their influence on maximal customer satisfaction. First, we attempt to assess the differential influence of store factors on several customer subsamples that exhibit diverse retail patronage behaviour, a variable we operationalise as shopping frequency in accordance with relevant literature. Second, we aim to determine whether the economic downturn has

María Pilar Martínez-Ruiz; Ana Isabel Jiménez-Zarco; Alicia Izquierdo-Yusta

2012-01-01

217

Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis  

Microsoft Academic Search

This study illustrates that determinants of customer satisfaction in hospitality venues can be identified through an analysis of online reviews. Using text mining and content analysis of 42,668 online traveler reviews covering 774 star-rated hotels, the study found that transportation convenience, food and beverage management, convenience to tourist destinations and value for money are identified as excellent factors that customers

Huiying Li; Qiang Ye; Rob Law

2012-01-01

218

Listening to the customer: implementing a patient satisfaction measurement system.  

PubMed

Patient satisfaction is an important issue in positioning ambulatory medical services. An effective patient satisfaction measurement program not only helps hospital managers improve the quality of clinical and administrative activities, but also helps the hospital remain viable in increasingly competitive markets. A method for the design and measurement of patient satisfaction with outpatient Endoscopy Lab services is described in this article. The survey focuses on the sequence of events experienced by the patient. Outcome measures of primary interest include global patient satisfaction and the likelihood of using the service again if given a choice. Analysis of patient responses shows that global satisfaction with the outpatient experience is positively associated with service return intention. Additional analysis shows that facility cleanliness, privacy and nurse attention are most strongly associated with global patient satisfaction. Results underscore the importance of various service attributes on patient satisfaction and return intention and of the need to further expand the uses of patient satisfaction measurement in the outpatient Endoscopy Lab. PMID:7858003

Cohen, L; Delaney, P; Boston, P

1994-01-01

219

Towards a Model of Wine Event Loyalty  

Microsoft Academic Search

The current research investigated factors that motivate attendance and produce loyalty to the UNLVino™ wine tasting event in Las Vegas. A model was developed to explain how attendance motivators, event satisfaction and emotional commitment contribute to wine event loyalty. Models were constructed for three behavioral loyalty indices: revisit intention, recommendation, and willingness-to-pay. Three factors were found to be primary attendance

Sarah Tanford; Rhonda Montgomery; Jean Hertzman

2012-01-01

220

Customer satisfaction survey with clinical laboratory and phlebotomy services at a tertiary care unit level.  

PubMed

We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level. PMID:25187892

Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L; Lee, Eun Yup; Son, Han Chul; Kim, Hyung Hoi

2014-09-01

221

Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level  

PubMed Central

We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level. PMID:25187892

Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L.; Lee, Eun Yup; Son, Han Chul

2014-01-01

222

QFD-a starting point for customer satisfaction metrics  

Microsoft Academic Search

AT&T's concept of QFD (quality function deployment) is described. The purpose is to measure and track customer satisfiers. QFD helps identify these attributes and rank them. QFD provides a structure to the front-end process. It is a systematic approach for identifying and ranking customer needs, translating those needs into product\\/service specifications, and tracking those customer needs throughout the product\\/service realization

D. M. M. Thompson; M. H. Fallah

1989-01-01

223

Loyalty: A Strategic Commitment  

Microsoft Academic Search

A study of 892 luxury-hotel guests, most of whom travel frequently and primarily on business, supports the idea that relationship marketing can benefit luxury-hotel marketing. The authors developed a model of service relationships based on focus groups and customer-loyalty studies. This study primarily tested benefits that hotels could offer guests to foster loyalty. Benefits that garnered strong support were room

John T. Bowen; Stowe Shoemaker

1998-01-01

224

HR PRACTICES, EMPLOYEE BEHAVIOR, CUSTOMER SATISFACTION, AND RESTAURANT PERFORMANCE  

Microsoft Academic Search

This paper looks at performance at the individual restaurant level from the perspective of management, customers and employees. The results are based on surveys of each of these three groups conducted between June and September 2001 at a sit-down, casual restaurant chain. There are several key findings. Service-related employee training and giving staff a say in making decisions improves customer

Stephen J. Smela

2002-01-01

225

Student Satisfaction and the Customer Focus in Higher Education  

ERIC Educational Resources Information Center

Advocating a customer focus, the Total Quality Management model of leadership has led to success in raising performance levels throughout various manufacturing and service industries. Many education stakeholders, however, are resistant to the notion that postsecondary students benefit from being treated like customers. While many critics oppose…

Mark, Eddie

2013-01-01

226

[2011 Shanghai customer satisfaction report of DSA/X-ray equipment's after-service].  

PubMed

To improve the manufacturer's medical equipment after-sale service, the fifth Shanghai zone customer satisfaction survey was launched by the end of 2011. The DSA/X-ray equipment was setup as an independent category for the first time. From the survey we can show that the DSA/X-ray equipment's CSI is higher than last year, the customer satisfaction scores of preventive maintenance and service contract are lower than others, and CSI of local brand is lower than imported brand. PMID:23461127

Li, Bin; Qian, Jianguo; Cao, Shaoping; Zheng, Yunxin; Xu, Zitian; Wang, Lijun

2012-11-01

227

The interplay between customer participation and difficulty of design examples in the online designing process and its effect on customer satisfaction: mediational analyses.  

PubMed

In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customer satisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customer satisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customer satisfaction due to an increased sense of self-congruity. PMID:19250014

Chang, Chia-Chi; Chen, Hui-Yun; Huang, I-Chiang

2009-04-01

228

Lead for loyalty.  

PubMed

The greater the loyalty a company engenders among its customers, employees, suppliers, and shareholders, the greater the profits it reaps. Frederick Reichheld, a director emeritus of Bain & Company, offers advice on improving loyalty that is based on more than a decade of research. Primarily, he says, outstanding loyalty is the direct result of the decisions and practices of committed top executives with personal integrity. The "loyalty leader" companies--those with the most impressive loyalty credentials--are a diverse group, ranging from Vanguard and Northwestern Mutual to Chick-fil-A, Harley-Davidson, Intuit, and Enterprise Rent-A-Car. But beneath their surface variations lie six strikingly similar relationship strategies: 1. Preach what you practice. Executives must preach the importance of loyalty in clear, precise, powerful terms. 2. Play to win-win. It's not enough that your competitors lose; your partners must win. There's a clear connection, for instance, between a company's treatment of its employees and its attitude toward customers. 3. Be picky. A truly humble company knows it can satisfy only certain customers, and it goes all out to keep them happy. Careful selection of employees also plays an important role. 4. Keep it simple. Great leaders understand that they must simplify rules for decision making. 5. Reward the right results. Many companies reward employees who grab short-term profits and short-change those who build long-term value and customer loyalty. 6. Listen hard, talk straight. Long-term relationships require honest, two-way communication and learning. Exemplary leaders break through the cynicism of the times by showing they believe that an organization thrives when its partners and customers do. PMID:11447619

Reichheld, F F

2001-01-01

229

Choice, perceived control, and customer satisfaction: the psychology of online service recovery.  

PubMed

Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed. PMID:18537502

Chang, Chia-Chi

2008-06-01

230

Customer satisfaction with waits in multi-stage services  

Microsoft Academic Search

Purpose – The purpose of this study is to examine the relative importance of customer perceptions of waits in a multi-stage service. Design\\/methodology\\/approach – The stages included the wait at the point of service-entry, the wait during the service stage in which the core service was experienced and the wait at the service-exit stage as the customer was preparing to

Rhonda L. Hensley; Joanne Sulek

2007-01-01

231

Introducing employee social identification to customer satisfaction research : A hotel industry study  

Microsoft Academic Search

Purpose – The purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing employee-customer interactions and customer satisfaction. Design\\/methodology\\/approach – Following the creation of a conceptual model, this study used an employee questionnaire based on the incorporation of service climate (SERV*OR) and employee identification

David Solnet

2006-01-01

232

E-retailing by banks: e-service quality and its importance to customer satisfaction  

Microsoft Academic Search

Purpose – The purpose of this paper is to explore the measurement of e-service quality for e-retail banking, the importance of e-service quality dimensions to e-retail bank customers, and the relationship between e-service quality and customer satisfaction. Design\\/methodology\\/approach – Results are drawn from a self-completed survey of a convenience sample of 200 Australian respondents who regularly use online banking facilities.

Carmel Herington; Scott Weaven

2009-01-01

233

Assessing the maximum level of customer satisfaction in grocery stores : A comparison between Spain and the USA  

Microsoft Academic Search

Purpose – This paper aims to establish the main factors that underlie store attributes, to examine which exert the greatest influences on the achievement of a maximum level of customer satisfaction. This study seeks to determine if there are significant differences not only in the factor compositions but also in their influence on customer satisfaction, depending on the country of

María Pilar Martínez-Ruiz; Ana Isabel Jiménez-Zarco; Robert Cascio

2011-01-01

234

Effect of E-Service Quality on Customer Online Repurchase Intentions  

ERIC Educational Resources Information Center

In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

Liu, Tung-Hsuan

2012-01-01

235

Service expectations of older generation Y customers : An examination of apparel retail settings  

Microsoft Academic Search

Purpose – The purpose of this research is to examine the relationship of older Generation Y (Gen Y) customers' (18-27) shopping orientations to their expectations for retail services. It also seeks to assess the importance and impact of service expectations and perceptions on customer satisfaction and loyalty when shopping for apparel in different types of retail outlets. Design\\/methodology\\/approach – Three

Yoon Jin Ma; Linda S. Niehm

2006-01-01

236

Assessing the usability of online grocery systems to improve customer satisfaction and uptake  

Microsoft Academic Search

This thesis assesses the usability of Online Grocery Systems (OGSs) in order to improve both customer satisfaction and uptake. This assessment was conducted in three phases using two different types of Usability Evaluation Methods (UEMs). Phase 1 was conducted using an expert review of 14 OGSs through heuristic evaluations and checklist\\/framework evaluations. Phase 2 was conducted using usability testing at

Mark Bruce Freeman

2006-01-01

237

SY 2008-09 Customer Satisfaction Survey Results (Full Report). DoDEA Results  

ERIC Educational Resources Information Center

The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten--12th grade and to students in grades 4-12. For the…

Department of Defense Education Activity, 2009

2009-01-01

238

Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning  

ERIC Educational Resources Information Center

This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…

Liu, Rosa; Allmang, Nancy

2008-01-01

239

SY 2010-11 Customer Satisfaction Survey Results (Full Report). DoDEA Results  

ERIC Educational Resources Information Center

The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten-12th grade and to students in grades 4-12. For the…

Department of Defense Education Activity, 2011

2011-01-01

240

Approaching Error-Free Customer Satisfaction through Process Change and Feedback Systems  

ERIC Educational Resources Information Center

Employee-based errors result in quality defects that can often impact customer satisfaction. This study examined the effects of a process change and feedback system intervention on error rates of 3 teams of retail furniture distribution warehouse workers. Archival records of error codes were analyzed and aggregated as the measure of quality. The…

Berglund, Kristin M.; Ludwig, Timothy D.

2009-01-01

241

A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services  

Microsoft Academic Search

Purpose – This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the service quality (SQ) construct and its relationship with those of customer satisfaction (SAT) and behavioral intentions (BI). Design\\/methodology\\/approach – The study utilized the service classification scheme developed by Schmenner

Festus Olorunniwo; Maxwell K. Hsu

2006-01-01

242

Major trends in hotel guestroom technology: an analysis of customer demand and satisfaction  

Microsoft Academic Search

This research discusses current trends and innovations in information technology that are affecting and changing the hotel industry in relationship to customer demand and satisfaction. The challenges of providing global information technology solutions and providing some practical considerations and project management guidelines require hotel futurist who study emerging technologies and their impacts to address and stay competitive within the hotel

Richard J. Mills

243

Relationships among customer orientation, service orientation and job satisfaction in financial services  

Microsoft Academic Search

Purpose – The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division. Design\\/methodology\\/approach – After the literature review,

Irene Gil Saura; Gloria Berenguer Contrí; Amparo Cervera Taulet; Beatriz Moliner Velázquez

2005-01-01

244

Cultural influences on service quality and customer satisfaction: evidence from Greek insurance  

Microsoft Academic Search

Purpose – The purpose of this research is to examine the effect of culture on service quality and customer satisfaction. Design\\/methodology\\/approach – By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure the culture of individuals, hypotheses on all 25 possible relationships between the dimensions of culture and of service quality are determined and tested.

Evangelos Tsoukatos; Graham K. Rand

2007-01-01

245

Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants  

Microsoft Academic Search

Purpose – This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast-food restaurants (FFRs). Design\\/methodology\\/approach – The construct reliability and validity was assessed using exploratory factor analysis and confirmatory factor analysis. Structural equation modeling was employed to estimate the relationship among

Hong Qin; Victor R. Prybutok

2009-01-01

246

An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process  

Microsoft Academic Search

Many companies recently have been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors' services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing providers.

YongKi Yoon; Kun Shin Im

2005-01-01

247

Customers' perceptions of online retailing service quality and their satisfaction  

Microsoft Academic Search

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable\\/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable\\/prompt

Minjoon Jun; Zhilin Yang; DaeSoo Kim

2004-01-01

248

The Public Service Company of Colorado customer satisfaction index (examination of Anova and neural network models)  

SciTech Connect

In 1993, Public Service Company of Colorado (PSCo) began a long-term effort to develop an index to measure and track customer satisfaction. The customer satisfaction index was designed to: measure of how well PSCo meets identified customer needs; and link PSCo performance well regulatory rate incentives and employee performance bonuses. To assure reliability, two modeling methods were developed in parallel throughout a 12 month period. An Anova-based approach known as Multiple Classification Analysis (MCA) provides an increasingly clear picture of the structure of customer wants and needs. The MCA analysis supports a predictive model linking overall customer satisfaction with service attributes. Additionally, a multi-layer feedforward neural network model was repeatedly estimated with the growing body of survey data. Application of the neural network model accomplished two important tasks. First, the neural network model provided validation for the attribute structure and intensity of parameter estimates for the MCA analysis. Second, the neural network model, working in conjunction with MCA output, helped produce slightly tighter fits amongst the data and thus improved the model`s predictive power. This paper will introduce you to PSCo`s overall research goals, provide insight into the qualitative methods that insured accuracy in the research instrument, describe overall research procedures, illustrate the modeling technology, and summarize opportunities for using these research results.

Baugh, K.A.; Greenwald, E. [Public Service Company of Colorado, Denver, CO (United States); Jones, C.V.; Mills, T.

1994-11-01

249

Customer orientation of service employees : Its impact on customer satisfaction, commitment, and retention  

Microsoft Academic Search

With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms' success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees' technical skills, social skills, motivation, and decision-making power, a model

Thorsten Hennig-Thurau

2004-01-01

250

Does employee satisfaction matter? A study to determine whether low employee morale affects customer satisfaction and profits in the business-to-business sector  

Microsoft Academic Search

Is employee morale affecting customer satisfaction and therefore the bottom line? This paper describes a piece of exploratory research carried out in the business-tobusiness (B2B) sector in the UK to determine whether employee satisfaction does ultimately affect profits. There is a great deal of literature that supports this argument. The results of the research, however, actually indicated an inverse relationship

Julie Abbott

2003-01-01

251

Master Thesis | F. van der Meijde Online Customer Support: The determinants of Channel Choice, and the relation between Perceived Service  

E-print Network

fields of interests were related to marketing related topics such as online advertising, brandingMaster Thesis | F. van der Meijde Online Customer Support: The determinants of Channel Choice, and the relation between Perceived Service Quality, Customer Satisfaction and Service Loyalty A study on Online

Vellekoop, Michel

252

Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting  

Microsoft Academic Search

In this paper, we examine the impact of various configurations of regulatory fit on the attitudes, exercise intentions and\\u000a actual behavior of members of a health club loyalty program. Regulatory fit is conceptualized as both the match between types\\u000a of program rewards and how they are communicated, as well as the congruence between reward types and regulatory focus as a

Ahmad Daryanto; Ko de Ruyter; Martin Wetzels; Paul G. Patterson

2010-01-01

253

Effects of Reputation, Relational Satisfaction, and Customer–Company Identification on Positive Word-of-Mouth Intentions  

Microsoft Academic Search

By combining the growing body of knowledge on organizational reputation and organization—public relationships with insights from marketing literature on customer–company identification, this study develops and tests models of customers' positive word-of-mouth (WOM) intentions. Specifically, this study examines the effects of organizational reputation and relational satisfaction on customers' positive WOM intentions, and the critical mediation role of customer–company identification in such

Soo Yeon Hong; Sung-Un Yang

2009-01-01

254

Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.  

PubMed

Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated. PMID:18677250

Tea, Christine; Ellison, Michael; Feghali, Fadia

2008-01-01

255

Energy Efficiency and Renewable Energy Network (EREN) customer satisfaction survey, 1997. Final report  

SciTech Connect

the EREN Customer Satisfaction Survey 1997 was designed to follow up the results of the 1995-96 Surveys, enabling comparison to the 1995- 96 baseline, and to provide additional qualitative feedback about EREN. Both the 1995-96 and 1997 Surveys had these objectives: Identify and define actual EREN users; Determine the value or benefits derived from the use of EREN; Determine the kind and quality of services that users want; Determine the users` levels of satisfaction with existing services; Determine users` preferences in both the sources of service and means of delivery; and Establish continuous quality improvement measures. This report presents the methodology used, scope and limitations of the study, description of the survey instrument, and findings regarding demographics, technical capabilities, usage patterns, general use, importance of and satisfaction with resources, and additional information and comments.

Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [USDOE Office of Scientific and Technical Information (OSTI), Oak Ridge, TN (United States)

1997-07-01

256

DoDEA 2010-11 Customer Satisfaction Survey. Executive Summary  

ERIC Educational Resources Information Center

Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA Customer Satisfaction Survey (CSS) to all parents with children attending DoDEA schools and all 4th-12th grade students enrolled in a DoDEA school. Parents were asked to complete one survey for each school in which they had a child enrolled. The purpose of…

Department of Defense Education Activity, 2011

2011-01-01

257

A modified dynamic evolving neural-fuzzy approach to modeling customer satisfaction for affective design.  

PubMed

Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort. PMID:24385884

Kwong, C K; Fung, K Y; Jiang, Huimin; Chan, K Y; Siu, Kin Wai Michael

2013-01-01

258

A Modified Dynamic Evolving Neural-Fuzzy Approach to Modeling Customer Satisfaction for Affective Design  

PubMed Central

Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort. PMID:24385884

Kwong, C. K.; Fung, K. Y.; Jiang, Huimin; Chan, K. Y.

2013-01-01

259

Web Evaluation at the US National Institutes of Health: Use of the American Customer Satisfaction Index Online Customer Survey  

PubMed Central

Background The National Institutes of Health (NIH), US Department of Health and Human Services (HHS), realized the need to better understand its Web users in order to help assure that websites are user friendly and well designed for effective information dissemination. A trans-NIH group proposed a trans-NIH project to implement an online customer survey, known as the American Customer Satisfaction Index (ACSI) survey, on a large number of NIH websites—the first “enterprise-wide” ACSI application, and probably the largest enterprise Web evaluation of any kind, in the US government. The proposal was funded by the NIH Evaluation Set-Aside Program for two years at a cost of US $1.5 million (US $1.275 million for survey licenses for 60 websites at US $18,000 per website; US $225,000 for a project evaluation contractor). Objective The overall project objectives were to assess the value added to the participating NIH websites of using the ACSI online survey, identify any NIH-wide benefits (and limitations) of the ACSI, ascertain any new understanding about the NIH Web presence based on ACSI survey results, and evaluate the effectiveness of a trans-NIH approach to Web evaluation. This was not an experimental study and was not intended to evaluate the ACSI survey methodology, per se, or the impacts of its use on customer satisfaction with NIH websites. Methods The evaluation methodology included baseline pre-project websites profiles; before and after email surveys of participating website teams; interviews with a representative cross-section of website staff; observations of debriefing meetings with website teams; observations at quarterly trans-NIH Web staff meetings and biweekly trans-NIH leadership team meetings; and review and analysis of secondary data. Results Of the original 60 NIH websites signed up, 55 implemented the ACSI survey, 42 generated sufficient data for formal reporting of survey results for their sites, and 51 completed the final project survey. A broad cross-section of websites participated, and a majority reported significant benefits and new knowledge gained from the ACSI survey results. NIH websites as a group scored consistently higher on overall customer satisfaction relative to US government-wide and private sector benchmarks. Conclusions Overall, the enterprise-wide experiment was successful. On the level of individual websites, the project confirmed the value of online customer surveys as a Web evaluation method. The evaluation results indicated that successful use of the ACSI, whether site-by-site or enterprise-wide, depends in large part on strong staff and management support and adequate funding and time for the use of such evaluative methods. In the age of Web-based e-government, a broad commitment to Web evaluation may well be needed. This commitment would help assure that the potential of the Web and other information technologies to improve customer and citizen satisfaction is fully realized. PMID:18276580

Siegel, Elliot R; Feldman, Sue; Love, Cynthia B; Rodrigues, Dennis; Malamud, Mark; Lagana, Marie; Crafts, Jennifer

2008-01-01

260

An examination of the antecedents of e-customer loyalty in a confucian culture: The case of South Korea  

Microsoft Academic Search

As the Internet is posing revolutionary changes to customer service and the way customers interact and purchase from businesses, loyal e-customers are crucial for the long-term survival and profitability of a business. Driven by high connectivity, reach and richness of information in today's global business environment, the task of retaining and creating loyal e-customers calls for an appreciation of cultural

Teck-Yong Eng; Eun Jin Kim

2006-01-01

261

A study of the demographic and program variables influencing customer satisfaction in the Texas Agricultural Extension Service  

E-print Network

for participating. Gundersen et al. (1996) results concluded that reception was the major factor determining satisfaction. In a similar research effort, Clark et al. (1996) inspected a 100% money-back guarantee for hotels when customers were not completely... A STUDY OF THE DEMOGRAPHIC AND PROGRAM VARIABLES INFLUENCING CUSTOMER SATISFACTION IN THE TEXAS AGRICULTURAL EXTENSION SERVICE A Thesis by SUSAN ELIZABETH BONDURANT Submitted to the Office of Graduate Studies of Texas ARM University...

Bondurant, Susan Elizabeth

1999-01-01

262

Examining the Effect of Perceived Service Quality on Customer Satisfaction in Tourism and Hospitality Industry: Gronroos' Service Quality Model Development  

Microsoft Academic Search

Customer satisfaction was a strategic issue in the past two decades. This study aims to examine the effect of perceived quality on customer satisfaction using Gronroos' service quality model. A self-administrated questionnaire was used to collect data from 267 respondents. A two-stage cluster-sampling plan was used to collect samples. Structural equation modeling (SEM) and one sample T test were employed

Mehdi Zaibaf; Fariz Taherikia; Meysam Fakharian

2012-01-01

263

Job satisfaction, customer focus, and work-related stress of teachers in Seventh-day Adventist schools  

Microsoft Academic Search

The purpose of this study was to examine perceptions of customer focus in education, job satisfaction, and job stress among elementary and high school teaches working in Seventh-day Adventist (SDA) schools. The mediating effects of personal and professional characteristics on job satisfaction were also examined in this study. ^ Participants (n = 103) included SDA teachers in schools located in

Juanita Sanford Martin

2001-01-01

264

Nova Southeastern University's Employees Respond to a 1999 Office of Human Resources Customer Satisfaction Survey. Research and Planning Report.  

ERIC Educational Resources Information Center

In 1999 the Office of Human Resources at Nova Southeastern University (Florida) prepared a survey, based on a previous study, to gather information about employee satisfaction with the University's services. This report summarizes the results of this customer satisfaction survey. Surveys were returned by 466 of the 1,941 potential respondents, a…

MacFarland, Thomas W.

265

Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.  

PubMed

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed. PMID:17447538

Scotti, Dennis J; Harmon, Joel; Behson, Scott J

2007-01-01

266

Relationship between Various Employee Performance Recognition Techniques and Customer Satisfaction: Evidence from the Restaurant Industry of Pakistan  

Microsoft Academic Search

Employee performance recognition techniques are used extensively by every organization to recognize employees, which motivates employees to put more efforts in attaining more customer satisfactions in order to achieve organizational growth. Restaurants of contemporary epoch are putting more time, money and efforts to satisfy their employees because restaurant owners and managers know that external customers can never be satisfied until

Syed Akif Hasan; Muhammad Imtiaz Subhani

2011-01-01

267

The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction  

Microsoft Academic Search

Purpose – First, to investigate the relationship between customer perception of service quality and bank financial performance in the new context of the automated banking environment in Australia. Second, to test for the mediating role of customer satisfaction in that relationship. Design\\/methodology\\/approach – Reviews a very large literature and numerous previous empirical investigations of service quality. Defines automated service quality.

Mohammed Al-Hawari; Tony Ward

2006-01-01

268

Service quality and customer satisfaction in the banking sector : A comparative study of conventional and Islamic banks in Pakistan  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the industry and service context under study. In addition, the study examines the differences in service

Hayat Muhammad Awan; Khuram Shahzad Bukhari; Anam Iqbal

2011-01-01

269

An examination of the relationship between service quality perception and customer satisfaction : A SEM approach towards Malaysian Islamic banking  

Microsoft Academic Search

Purpose – This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach. Design\\/methodology\\/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions to measure Malaysian Islamic banking service quality. Respondents are the customers

Muslim Amin; Zaidi Isa

2008-01-01

270

Questionnaire survey of customer satisfaction for product categories towards certification of ergonomic quality in design.  

PubMed

Customer satisfaction was surveyed for 6 product categories (consumer electronics, daily commodities, home equipment, information systems, cars, and health appliances) by questionnaires based on the Analytic Hierarchy Process. Analyzing weight of evaluation factors, the 6 product categories were reorganized into 4 categories, those were related to 4 aspects in daily living that formed by two axes: home living - mobility life and healthy life - active communication. It was found that consumers were attracted by the actual user test by public institutes for all product categories. The certification based on the design process standard established by authorities, such as EQUID was the second best attractor for consumers. PMID:22316844

Mochimaru, Masaaki; Takahashi, Miwako; Hatakenaka, Nobuko; Horiuchi, Hitoshi

2012-01-01

271

The Effects of CRM Practices And Multiple Channels on Customer Behavioral And Attitudinal Loyalty in Financial Services  

Microsoft Academic Search

Rising world affluence and an aging global population have led to expansive growth in the financial services market in recent years. When coupled with advances in information technologies (IT) and the Internet, the demand for services opens global opportunities for financial service firms and consequently will heightened competition. To gain a competitive edge, many firms have turned to customer relationship

Ja-Shen Chen; Russell K. H. Ching

272

The Role and Effect of Job Satisfaction and Empowerment On Customers’ Perception of Service Quality: a Study in the Restaurant Industry  

Microsoft Academic Search

Empowerment, job satisfaction, and customer’s perception of service quality have been extensively researched in a multitude of industries. Although the service quality literature points out the importance of managing service quality from both customers’ and employees’ views, only a few studies have jointly considered an employee—customer research design. This study examined the answers from 474 restaurant contact employees and their

Gabriel Gazzoli; Murat Hancer; Yumi Park

2010-01-01

273

Investigation on the Influence of the Brand Image of Higher Educational Institutions on Satisfaction and Customer Lifetime Value  

ERIC Educational Resources Information Center

This study aimed to discuss the relationships among the brand image of universities (external variables), university satisfaction (mediating variables) and customer lifetime value (internal variables). The findings can serve as a reference for higher educational institutions in strengthening their advantages and overcoming their shortcomings, as…

Wang, Cheng-Cai; Chen, Chin-Tsu; Chen, Chun-Fu

2012-01-01

274

Service quality and its impact on customer satisfaction in Indian hospitals : Perspectives of patients and their attendants  

Microsoft Academic Search

Purpose – The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India. Design\\/methodology\\/approach – The study employs questionnaire-survey approach to obtain the perceptions of patients and attendants. The

Panchapakesan Padma; Chandrasekharan Rajendran; Prakash Sai Lokachari

2010-01-01

275

The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry  

Microsoft Academic Search

The paper investigates the effects of HRM practices on service quality, customer satisfaction and performance in the hotel industry. A conceptual model is developed and four research hypotheses are empirically examined using structural equation modelling. The data were collected via a survey of Indian based hotels. 52 hotels in India responded to questionnaires pooling 52 HR managers 260 employees (5

Mohinder Chand

2010-01-01

276

Synthesizing the Effects of Service Quality, Value, and Customer Satisfaction on Behavioral Intentions in the Motel Industry: An Empirical Analysis  

Microsoft Academic Search

There is a conceptual gap in the marketing literature, as to date there has been no published empirical research on service quality, value, customer satisfaction, or behavioral intentions that has focused on the motel industry. This study seeks to fill this conceptual gap by identifying the dimensions of service quality and empirically examining the interrelationships among the service quality dimensions,

Michael D. Clemes; Christopher Gan; Min Ren

2011-01-01

277

Managing stakeholder loyalty.  

PubMed

The authors question the utility of relying on the conventional wisdom in healthcare that satisfaction is the proper measure of strategic health. They offer four reasons why "stakeholder value" is the more appropriate measure. They present a case of a large midwestern HMO that has evolved to a stakeholder value approach. They demonstrate the linkages among the different components of the Stakeholder Value Information System, how stakeholder assessments of value drive loyalty and other key measures, and how that system can be used to inform strategic and operational decision making. PMID:10351395

Reidenbach, R E; McClung, G W

1999-01-01

278

75 FR 57470 - Clinical Center; Proposed Collection; Comment Request; Customer and Other Partners Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...personnel: (1) To evaluate the satisfaction of various Clinical Center...and (4) to evaluate the satisfaction of various Clinical Center...are designed to assess the satisfaction of the Clinical Center's...57471

2010-09-21

279

75 FR 73111 - Submission for OMB Review; Comment Request; Customer and Other Partners Satisfaction Surveys  

Federal Register 2010, 2011, 2012, 2013, 2014

...personnel: (1) To evaluate the satisfaction of various Clinical Center...and (4) to evaluate the satisfaction of various Clinical Center...are designed to assess the satisfaction of the Clinical Center's...individuals: Clinical Center patients, family members of...

2010-11-29

280

Customer-employee relationship : The role of self-employee congruence  

Microsoft Academic Search

Purpose – Many have applied the concept of congruence or fit in the context of person-organization, person-environment and person-person relationships and interactions. However, despite the significance of customer-employee interactions and relations in a services context, no research has investigated the effects of congruence between a customer's self-concept and employee-image on important relational outcomes such as relationship satisfaction, loyalty to employees

Ahmad Jamal; Adegboyega Adelowore

2008-01-01

281

Build loyalty in business markets.  

PubMed

Companies often apply consumer marketing solutions in business markets without realizing that such strategies only hamper the acquisition and retention of profitable customers. Unlike consumers, business customers inevitably need customized products, quantities, or prices. A company in a business market must therefore manage customers individually, showing how its products or services can help solve each buyer's problems. And it must learn to reap the enormous benefits of loyalty by developing individual relationships with customers. To achieve these ends, the firm's marketers must become aware of the different types of benefits the company offers and convey their value to the appropriate executives in the customer company. It's especially important to inform customers about what the author calls nontangible nonfinancial benefits-above-and-beyond efforts, such as delivering supplies on holidays to keep customers' production lines going. The author has developed a simple set of devices-the benefit stack and the decision-maker stack-to help marketers communicate their firm's myriad benefits. The vendor lists the benefits it offers, then lists the customer's decision makers, specifying their concerns, motivations, and power bases. By linking the two stacks, the vendor can systematically communicate how it will meet each decision-maker's needs. The author has also developed a tool called a loyalty ladder, which helps a company determine how much time and money to spend on relationships with various customers. As customers become increasingly loyal, they display behaviors in a predictable sequence, from growing the relationship and providing word-of-mouth endorsements to investing in the vendor company. The author has found that customers follow the same sequence of loyalty behaviors in all business markets. PMID:16171217

Narayandas, Das

2005-09-01

282

An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction : A New Zealand study  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context. Design\\/methodology\\/approach – Internet banking service customers of a national bank in New Zealand completed a self-administered questionnaire. Data obtained from the customers

Michel Rod; Nicholas J. Ashill; Jinyi Shao; Janet Carruthers

2009-01-01

283

The Moderating Effects Of Involvement On The Relationships Among Perceived Service Quality, Customer Satisfaction, And Customer Citizenship Behavior  

Microsoft Academic Search

The role of customers in service production has been increased in our society. Sport participants also play a significant role in service delivery (Chelladurai & Chang, 2000; Ko & Pastore, 2005). Groth (2005) introduced customer citizenship behavior (CCB) indicating the extra-role behaviors of customers which are not required for service production. The purpose of this study was to examine the

Tae-Wook Chung

2006-01-01

284

Relationship between Product Based Loyalty and Clustering based on Supermarket Visit and Spending Patterns  

Microsoft Academic Search

Loyalty of customers to a supermarket can be measured in a variety of ways. If a customer tends to buy from certain categories of products, it is likely that the customer is loyal to the supermarket. Another indication of loyalty is based on the tendency of customers to visit the supermarket over a number of weeks. Regular visitors and spenders

Stephanie Macdonald; Pawan Lingras; Greg Adams

2005-01-01

285

The role of brand trust in male customers' relationship to luxury brands.  

PubMed

This study examined the role of brand trust in customers' luxury brand consumption behavior. Perceived value and brand satisfaction were presented within a framework as antecedents of brand trust, while brand loyalty and brand risk were presented as consequences. A face-to-face survey was administered to a sample (N = 400) of men between 25 and 54 years of age who had purchased luxury brand and non-luxury brand suits within the previous three months. The results showed the greater the hedonic value on brand satisfaction, the greater the influence of brand satisfaction on brand trust, and the greater was the effect of brand trust on brand loyalty for luxury brands as compared with non-luxury brands. Similar patterns are identified between luxury and non-luxury brands for the positive relationship between utilitarian value and brand satisfaction and the negative relationship between brand trust and brand risk. PMID:24897911

Hur, Won-Moo; Kim, Minsung; Kim, Hanna

2014-04-01

286

78 FR 66750 - Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys  

Federal Register 2010, 2011, 2012, 2013, 2014

...used by Clinical Center personnel: (1) To evaluate the perceptions of various Clinical Center customers and other partners of...services, based on customer need; (4) to evaluate the perceptions of various Clinical Center customers and other partners...

2013-11-06

287

School Choice, Brand Loyalty and Civic Loyalty  

ERIC Educational Resources Information Center

Applying a philosophical perspective to the concept of loyalty, I consider how the commodification of education may affect the ties between people. Using both theories of brand loyalty and Albert Hirschman's distinction between exit and voice, I examine how human loyalties may be formed in general and also in the field of education. I conclude…

Healy, Mary

2007-01-01

288

Perceived service encounter pace and customer satisfaction : An empirical study of restaurant experiences  

Microsoft Academic Search

Purpose – Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While achieving a reduction in duration may be appealing from a revenue perspective, will customers' perceptions of

Breffni M. Noone; Sheryl E. Kimes; Anna S. Mattila; Jochen Wirtz

2009-01-01

289

Showing the Love: Predictors of Student Loyalty to Undergraduate Institutions  

ERIC Educational Resources Information Center

This article advances the notion that undergraduates may be considered student-customers whose relationship with and loyalty to their institutions can be managed by college educators. The Student University Loyalty Instrument administered to 1,207 undergraduates at three comprehensive Midwestern institutions assessed the predictors of student…

Vianden, Jörg; Barlow, Patrick J.

2014-01-01

290

The Impact of e-Customer Relationship Marketing in Hotel Industry  

NASA Astrophysics Data System (ADS)

The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations or whether their Internet presence mainly depends on the basic actions of "supplying information" and "reservations". Also, it investigates the effects of e-CRM system on customer loyalty and satisfaction as well as the impact of relationship marketing practices to customer retention and acquisition. They have understood the importance of using electronic channels instead of traditional ones to implement their marketing strategies. Thus, e-crm system has assisted hotel business to manage more effectively their reservations and serve their customers as fast and as effective as possible. They did not seem to apply many of the relationship marketing strategies to emphasize customer retention and continual satisfaction because of difficulties in staff training.

Samanta, Irene

291

Islamic Marketing Ethics and Its Impact on Customer Satisfaction in the Islamic Banking Industry  

Microsoft Academic Search

Islamic marketing ethics combines the principle of value maximisation with the principles of equity and justice for the welfare of the society. Adherence to the Islamic ethics in the Islamic banking industry can help elevate the standards of both behaviour and living of bankers and customers alike. In a rapidly changing marketing environment the need to be customer-focused has never

Abul Hassan; Abdelkader Chachi; Salma Abdul Latiff

2008-01-01

292

Implementation of an In-Room Patient Menu to Improve Customer Satisfaction  

Microsoft Academic Search

Utilizing customer feed back as the basis, the need was identified to provide the patient with a permanent in-room menu. This concept not only provides the “WOW” that all food service departments are striving for, but additionally it provides the customer with the perception that they are staying at a luxurious hotel. The content of the menu includes; the scope

J. I. Carrigan; S. C. Templeton

1998-01-01

293

78 FR 46594 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Review: Aviation Security Customer Satisfaction Performance Measurement Passenger...surveying travelers to measure customer satisfaction of aviation security in an...Title: Aviation Security Customer Satisfaction Performance Measurement...

2013-08-01

294

78 FR 3499 - Proposed Collection; Comment Request on Information Collection Tools Relating to Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection Tools Relating to Customer Satisfaction Surveys AGENCY: Internal...comments concerning an existing Customer Satisfaction Surveys previously approved...requirements: Title: IRS Customer Satisfaction Surveys. OMB Number:...

2013-01-16

295

Patients' satisfaction: customer relationship management as a new opportunity for quality improvement in thoracic surgery.  

PubMed

Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care. PMID:23084619

Rocco, Gaetano; Brunelli, Alessandro

2012-11-01

296

Your loyalty program is betraying you.  

PubMed

Even as loyalty programs are launched left and right, many are being scuttled. How can that be? These days, everyone knows that an old customer retained is worth more than a new customer won. What is so hard about making a simple loyalty program work? Quite a lot, the authors say. The biggest challenges include clarifying business goals, engineering the reward structure, and creating incentives powerful enough to change buying behavior but not so generous that they erode margins. Additionally, companies have to sort out the puzzles of consumer psychology, which can result, for example, in two rewards of equal economic value inspiring very different levels of purchasing. In their research, the authors have discovered patterns in what the successful loyalty programs get right and in how the others fail. Together, their findings constitute a tool kit for designing something rare indeed: a program that won't do you wrong. To begin with, it's important to know exactly what a loyalty program can do. It can keep customers from defecting, induce them to consolidate certain purchases with one seller (in other words, win a greater share of wallet), prompt customers to make additional purchases, yield insight into their behavior and preferences, and turn a profit. A program can meet these objectives in several ways--for instance, by offering rewards (points, say, or frequent-flier miles) divisible enough to provide many redemption opportunities but not so divisible that they fail to lock in customers. Companies striving to generate customer loyalty should avoid five common mistakes: Don't create a new commodity, which can result in price wars and other tit-for-tat competitive moves; don't cater to the disloyal by making rewards easy for just anyone to reap; don't reward purchasing volume over profitability; don't give away the store; and, finally, don't promise what can't be delivered. PMID:16579419

Nunes, Joseph C; Drèze, Xavier

2006-04-01

297

THE RELATIONSHIP BETWEEN QUALITY AND LOYALTY IN MULTI CHANNEL E-SERVICES: AN EMPIRICAL INVESTIGATION  

Microsoft Academic Search

Research in traditional (bricks-and-mortar) services has broadly supported the link between service quality and customer loyalty. Given the significance of customer loyalty for the profitability of e- services, it is important to ascertain whether the established role of service quality as a driver of loyalty in traditional services translates to e-service settings. An important feature which differentiates e-services from traditional

Rui Sousa

298

An examination of the impact of product and service quality perceptions on customer loyalty in rural banks in Ghana: the importance of social networks for nascent entrepreneurs  

Microsoft Academic Search

This study focuses on a national sample of customers who used commercial bank products\\/services in Ghana. The results demonstrate that social and cultural influences are important determinants of marketing practices of banking institutions in Ghana. Although, societal leaders are critical of the customer service and process components of bank products\\/services, these leaders encourage individuals to remain within the commercial banking

Kofi Dadzie; Jocelyn Evans; Rhonda Mack

2010-01-01

299

Podiatric surgery and orthopedic surgery: a customer satisfaction survey of general practitioners  

Microsoft Academic Search

We have conducted a questionnaire survey of all general practitioners in the Doncaster area to ascertain their opinions about the relative merits of orthopedic and podiatric surgery in respect of quality of service and patient satisfaction. Eighty-three percent of 154 general practitioners replied. The great majority of general practitioners stated their preference was to refer patients with foot problems to

R. H Helm; K Ravi

2003-01-01

300

A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services  

ERIC Educational Resources Information Center

Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

Gaidukova, G. N.

2014-01-01

301

[2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].  

PubMed

In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers. PMID:23668048

Wang, Lijun; Li, Bin; Qian, Jianguo; Cao, Shaoping; He, Dehua; Zheng, Yunxin

2013-01-01

302

Customer Satisfaction Perceptions of Dislocated Workers Served by WIN Job Centers in the Mississippi Corridor Consortium  

ERIC Educational Resources Information Center

The purpose of this study was to determine the perceptions of satisfaction of dislocated workers served by WIN Job Centers in the Mississippi Corridor Consortium. Four WIN Job Centers participated in this study: Northeast Mississippi Community College WIN Job Center in Corinth, Northwest Mississippi Community College WIN Job Center in Oxford,…

Washburn, Dava Michelle

2009-01-01

303

Los Angeles OneSource System Youth Participant Customer Satisfaction Survey, 2010-2011  

ERIC Educational Resources Information Center

As part of the Workforce Investment Act of 1998, Los Angeles OneSource Centers offer low-income youth ages 14-21 services aimed at improving educational achievement, enhancing job skills, and preparing for college. The primary purpose of this study was to evaluate the youths' satisfaction with services received at 14 OneSource Centers throughout…

Heisley, Deborah D.; Moore, Richard W.; Patch, Robin N.

2012-01-01

304

Water conservation quantities vs customer opinion and satisfaction with water efficient appliances in Miami, Florida.  

PubMed

During 2006-2007, Miami-Dade County, Florida, USA, provided incentives for low income and senior residents in single family homes for retrofitting with high efficiency fixtures. The participating residences were retrofitted with high-efficiency toilets, showerheads, and aerators. In 2012, a telephone survey was conducted to evaluate the satisfaction of the participants and the associated effects on water conservation practices. This study evaluates the attitudes and opinions of the participants relative to water use efficiency measures and the actual reduction in water consumption characteristics of the participating households. The participant characteristics were analyzed to identify correlations between the socio-demographic factors, program satisfaction and actual water savings. Approximately 65.5% of the survey respondents reported changes in their water use habits and 76.6% reported noticeable reduction in their water bills. The analyses showed that the satisfaction levels of the participants were closely correlated with the actual water savings. The results also showed that satisfaction level along with water saving potential (i.e., implementation of water efficiency devices) or change of water use habits has provided positive synergistic effect on actual water savings. The majority of the participants surveyed (81.3-89.1%) reported positive attitudes for water conservation incentive program and the benefits of the high efficiency fixtures. PMID:23850763

Lee, Mengshan; Tansel, Berrin

2013-10-15

305

Developing Affective Model for Measuring and Managing Customer Satisfaction in Container Ports  

Microsoft Academic Search

Nowadays changes in global trade and Maritime transportation always will create competition between ports. Following this competition will be absorption of goods, and it will bring about economic boom. It is therefore appropriate to provide facilities to increase satisfaction of Shipping Lines, which in turn can attract the many shipping lines to port and the port will increase their allegiance.

Abdolhossein Neysi; Abolfazle Dadkhah; Imam Khomeini

2013-01-01

306

Brand Loyalty and Market Equilibrium  

Microsoft Academic Search

Two concepts of brand loyalty are defined, “inertial” brand loyalty resulting from time lags in awareness, and “cost-based” brand loyalty resulting from intertemporal utility effects. Their market level implications are formally derived in a continuous time model. It is found that inertial brand loyalty leads to equilibria with price dispersion, while cost-based brand loyalty also may allow single price equilibria.

Birger Wernerfelt

1991-01-01

307

The Mediating Effects of Brand Music and Waiting Time Updates on Customers: Satisfaction with a Telephone Service when Put on Hold  

Microsoft Academic Search

Purpose – The purpose of this paper is to deliver empirical data comparing the effects of music with the effects of providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either has a more positive impact on their affective responses (satisfaction), and to discern if these effects are measurably

G. Peevers; F. McInnes; H. Morton; A. Matthews; Mervyn Jack

2009-01-01

308

Using Research Case Studies in eCommerce Marketing Courses: Customer Satisfaction at Point-of-Purchase and Post-Purchase  

ERIC Educational Resources Information Center

This paper describes a research case study of Internet apparel marketing by small businesses in Malaysia which can beneficially be included in postgraduate business courses for understanding the importance of measuring customer satisfaction at point-of-purchase and post-purchase in online purchases. The sample size in this research is 154…

Nawi, Noorshella Che; Fong, Michelle; Tatnall, Arthur

2014-01-01

309

AutoMOPS--B2B and B2C in mask making: mask manufacturing performance and customer satisfaction improvement through better information flow management  

NASA Astrophysics Data System (ADS)

Through application of modern supply chain concepts in combination with state-of-the-art information technology, mask manufacturing performance and customer satisfaction can be improved radically. The AutoMOPS solution emphasizes on the elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and prototype production stages.

de Ridder, Luc; Filies, Olaf; Rodriguez, Ben; Kuijken, Aart

2001-04-01

310

Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market  

Microsoft Academic Search

This study explores the influence of an all-inclusive pricing system on Total Quality Management and Business Excellence in the Turkish tourism market, from both employee and customer satisfaction perspectives, within the framework of the Business Excellence (Kanji, 1998) and SERVQUAL (Parasuraman et al., 1988) models. Based on key informant interviews with tour operators and hotel managers, as well as surveys

Erdogan Koc

2006-01-01

311

Employee retention: a customer service approach.  

PubMed

Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the techniques of this process mirror the activities of customer service and customer relationship management, I call the combined process C/ERM for customer/employee relationship management. Both activities must be going on simultaneously to create a loyalty link that ensures customer satisfaction and retention through employee service, satisfaction and retention. PMID:12080928

Gerson, Richard F

2002-01-01

312

The Effect of Online Reviews on Customer Satisfaction: An Expectation Disconfirmation Approach  

ERIC Educational Resources Information Center

During the last decade online retail sales have been growing constantly. This growth has been possible due to different factors like online reviews. Online reviews have been proven successful in predicting different variables like trust and sales in online settings; however, the impact of online reviews on other variables like customer

Picazo-Vela, Sergio

2010-01-01

313

Introduction Today customers expect a higher level of satisfaction, better service, better prices,  

E-print Network

advocates and increases sales. Access to product information and fast accurate transactions completed point of sale tool to help you build a dynamic infrastructure, that will enable you to improve customer and other such mishaps may be common. The SurePOS 500 fits in small spaces where other point of sales units

314

CRM 2.0 within E-Health Systems: Towards Achieving Health Literacy & Customer Satisfaction  

E-print Network

Customer Relationship Management (CRM) within healthcare organization can be viewed as a strategy to attract new customers and retaining them throughout their entire lifetime of relationships. At the same time, the advancement of Web technology known as Web 2.0 plays a significant part in the CRM transition which drives social change that impacts all institutions including business and healthcare organizations. This new paradigm has been named as Social CRM or CRM 2.0 because it is based on Web 2.0. We conducted survey to examine the features of CRM 2.0 in healthcare scenario to the customer in Brunei Darussalam. We draw the conclusion that the CRM 2.0 in healthcare technologies has brought a possibility to extend the services of e-health by enabling patients, patient's families, and community at large to participate more actively in the process of health education; it helps improve health literacy through empowerment, social networking process, and online health educator. This paper is based on our works pre...

Anshari, Muhammad; Low, Patrick Kim Cheng

2012-01-01

315

Developing and Rewarding Loyalty to Hotels: The Guest's Perspective  

Microsoft Academic Search

With the changing focus of marketing in the hospitality industry having moved toward relationship marketing and establishing loyalty among customers, it is fundamental for hospitality and tourism organizations to establish what their consumers think in terms of strategies used by hotel properties to secure their loyal customer. This article outlines the results of research conducted with 2,000 5-star hotel guests

Carmen Tideswell; Elizabeth Fredline

2004-01-01

316

To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance.  

PubMed

This research focuses on the impact of leadership empowerment behavior (LEB) on customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy and adaptability. Moreover, the authors propose an interactive relationship whereby LEB will be differentially effective as a function of employees' empowerment readiness. The authors' hypotheses are tested using survey data from a sample of 231 salespeople in the pharmaceutical field, along with external ratings of satisfaction from 864 customers and archival sales performance information. Results indicated that contrary to popular belief, employees with low levels of product/industry knowledge and low experience benefit the most from leadership behaviors that are empowering, whereas high-knowledge and experienced employees reap no clear benefit. The authors conclude with directions for future research and application. PMID:16162066

Ahearne, Michael; Mathieu, John; Rapp, Adam

2005-09-01

317

The hidden competencies of healthcare: why self-esteem, accountability, and professionalism may affect hospital customer satisfaction scores.  

PubMed

Data from 103 for-profit, nonprofit, and government-owned hospitals, spread across about half of the United States clearly show that there are common elements and several core competencies in all hospitals, some probably driven by JCAHO accreditation standards, but others coming from universal experience stemming from the changes in healthcare. The common competencies that are not, in my opinion, driven directly by the JCAHO standards include professionalism, accountability, self-esteem, customer service/focus, communication, information management/using data in decision making, and teamwork. There are several possible connections among the core competencies that suggest that the effects of accountability and possibly self-esteem on such outcomes as patient satisfaction and quality of care should be the subject of more research in healthcare settings. There are, however, several possible interventions to increase the core competency base of any hospital, which can be applied without this research. Executives and managers who attempt to measure and change these common competencies through selection, assessment, organizational system change, or reward and compensation systems will change the competence base of their workforce in critical areas needed in the future healthcare economy. Using a competence model incorporating these competencies may change the culture of the organization toward that which will be needed for survival in the twenty-first century. PMID:10847920

Decker, P J

1999-01-01

318

A Theoretical Framework for Consumer E-Satisfaction and Site Stickiness: An Evaluation in the Context of Online Hotel Reservations  

Microsoft Academic Search

E-satisfaction, defined in this study as overall satisfaction with an e-vendor's website, is considered an important factor in encouraging loyalty to that site. Yet, to date, findings have varied tremendously, in both the strength of the satisfaction-loyalty relationship and factors surrounding it. We approach the study of e-satisfaction and e-loyalty (here termed “site stickiness”) from a site-specific perspective, meaning that

Greta L. Polites; Clay K. Williams; Elena Karahanna; Larry Seligman

2012-01-01

319

Towards a Three-Component Model of Fan Loyalty: A Case Study of Chinese Youth  

PubMed Central

The term “fan loyalty” refers to the loyalty felt and expressed by a fan towards the object of his/her fanaticism in both everyday and academic discourses. However, much of the literature on fan loyalty has paid little attention to the topic from the perspective of youth pop culture. The present study explored the meaning of fan loyalty in the context of China. Data were collected by the method of in-depth interviews with 16 young Chinese people aged between 19 and 25 years who currently or once were pop fans. The results indicated that fan loyalty entails three components: involvement, satisfaction, and affiliation. These three components regulate the process of fan loyalty development, which can be divided into four stages: inception, upgrade, zenith, and decline. This model provides a conceptual explanation of why and how young Chinese fans are loyal to their favorite stars. The implications of the findings are discussed. PMID:25886557

Zhang, Xiao-xiao; Liu, Li; Zhao, Xian; Zheng, Jian; Yang, Meng; Zhang, Ji-qi

2015-01-01

320

Employee Satisfaction: Does Kano's Model Apply?  

Microsoft Academic Search

Employee satisfaction has become one of the critical issues in total quality management. Numerous studies investigate the antecedences and consequences of the construct. It has been found that employee satisfaction drives productivity and customer satisfaction. In order to better understand the drivers of employee satisfaction, the authors investigate whether Kano's model of customer satisfaction also applies to employee satisfaction. Kano's

Kurt Matzler; Matthias Fuchs; Astrid Schubert

2004-01-01

321

Loyalty and Today's Manager.  

ERIC Educational Resources Information Center

If managers want to retain talented younger employees they will have to satisfy employees' needs for career fulfillment. Suggestions are made for individual actions managers can take to encourage a sense of loyalty in subordinates. (Author/MLF)

Hayes, James L.

1981-01-01

322

A Typology Framework of Loyalty Reward Programs  

NASA Astrophysics Data System (ADS)

Loyalty reward programs (LRPs), initially developed as marketing programs to enhance customer retention, have now become an important part of customer-focused business strategy. With the proliferation and increasing economy impact of the programs, the management complexity in the programs has also increased. However, despite widespread adoption of LRPs in business, academic research in the field seems to lag behind its practical application. Even the fundamental questions such as what LRPs are and how to classify them have not yet been fully addressed. In this paper, a comprehensive framework for LRP classification is proposed, which provides a foundation for further study of LRP design and planning issues.

Cao, Yuheng; Nsakanda, Aaron Luntala; Mann, Inder Jit Singh

323

S-shape relationship between customer satisfaction and willingness to pay premium prices for high quality cured pork products in Spain.  

PubMed

This paper explores 2 different probabilistic models explaining willingness to pay premium prices for high-quality cured products from the swine industry. Seven cured pork products (sausage, fuet, ham, loin, shoulder, salami and pepperoni) were studied in 9 food-stores in Valladolid, Spain. Consumers of the products were interviewed (686 completed surveys). It was found by using mixed effect statistical models that the relationship between willingness to pay a premium price and customer satisfaction had nonlinear behavior, following an S-shape with inverted slope which was the first empirical evidence of this type of behavior in meat products in real market conditions. It was also established that the interaction between satisfaction and current expenditure on the product was significant and indispensable for explaining consumers' willingness to pay premium price for cured pork products. PMID:22118984

Cotes-Torres, Alejandro; Muñoz-Gallego, Pablo A; Cotes-Torres, José Miguel

2012-03-01

324

The trust-commitment challenge in service quality-loyalty relationships.  

PubMed

Purpose - The purpose of this paper is to develop and empirically test a model to examine service quality, satisfaction, trust and commitment as loyalty antecedents in a private healthcare service. Design/methodology/approach - The approach was tested using structural equation modelling, involving 175 patients from a private Portuguese healthcare unit, using a revised Service Quality Assessment Scale (SQAS) scale for service quality evaluation. Findings - The scale used to evaluate service quality is valid and meaningful. Service quality proved to be a multidimensional construct and relevant to build satisfaction. The path satisfaction?trust?loyalty was validated, whereas the path satisfaction?commitment?loyalty was not statistically supported. Research limitations/implications - The revised SQAS scale showed good internal consistency in healthcare context. Further trust-commitment antecedents must be examined in a private healthcare landscape to generalise the findings. Practical implications - Healthcare quality managers must explore the service quality dimensions to generate satisfaction among their patients. Developing trust generates positive patient attitudes and loyalty. Originality/value - This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty. PMID:25860922

Moreira, Antonio Carrizo; Silva, Pedro Miguel

2015-01-01

325

Veterans' voices: use of the American Customer Satisfaction Index (ACSI) Survey to identify My HealtheVet personal health record users' characteristics, needs, and preferences  

PubMed Central

Background Consumer research reveals considerable interest in the use of Personal Health Records (PHRs), yet adoption remains relatively low. Both adopters and nonadopters represent important perspectives from which to understand this paradox. Objective This study focuses on direct feedback from adopters obtained using the American Customer Satisfaction Index (ACSI) survey on the My HealtheVet PHR portal (http://www.myhealth.va.gov) of the Veterans Health Administration (VHA). The results represent a source of direct feedback with which to better understand veterans' needs and preferences. Methods The ACSI Survey was implemented in October 2007 to measure satisfaction and elicit information about characteristics and preferences of My HealtheVet PHR adopters. The data represent a continuous random sample of site visitors who have navigated at least four pages on the site. A total of 100?617 surveys were completed (17.2%). Results Satisfaction with My HealtheVet is high (8.3/10.0), and users are highly likely to return to the site (8.6/10.0) and recommend the site to other veterans (9.1/10.0). The majority of system adopters are male (91%), between the ages of 51 and 70 (68%), and served in the Vietnam War (60%). Most veterans currently visit the site to utilize pharmacy-related features. Conclusion VHA has used the ACSI to monitor satisfaction, and to better understand the characteristics, needs, and preferences of early adopters. The data provide an important source of direct feedback to inform program development. Future research will include monitoring the impact of enhancements and new features on satisfaction, and conducting additional research with nonadopters to identify barriers to adoption and use. PMID:20190065

2010-01-01

326

Model construction of nursing service satisfaction in hospitalized tumor patients  

PubMed Central

This study aims to construct a satisfaction model on nursing service in hospitalized tumor patients. Using questionnaires, data about hospitalized tumor patients’ expectation, quality perception and satisfaction of hospital nursing service were obtained. A satisfaction model of nursing service in hospitalized tumor patients was established through empirical study and by structural equation method. This model was suitable for tumor specialized hospital, with reliability and validity. Patient satisfaction was significantly affected by quality perception and patient expectation. Patient satisfaction and patient loyalty was also affected by disease pressure. Hospital brand was positively correlated with patient satisfaction and patient loyalty, negatively correlated with patient complaint. Patient satisfaction was positively correlated with patient loyalty, patient complaints, and quality perception, and negatively correlated with disease pressure and patient expectation. The satisfaction model on nursing service in hospitalized tumor patients fits well. By this model, the quality of hospital nursing care may be improved. PMID:25419410

Chen, Yongyi; Liu, Jingshi; Xiao, Shuiyuan; Liu, Xiangyu; Tang, Xinhui; Zhou, Yujuan

2014-01-01

327

Model construction of nursing service satisfaction in hospitalized tumor patients.  

PubMed

This study aims to construct a satisfaction model on nursing service in hospitalized tumor patients. Using questionnaires, data about hospitalized tumor patients' expectation, quality perception and satisfaction of hospital nursing service were obtained. A satisfaction model of nursing service in hospitalized tumor patients was established through empirical study and by structural equation method. This model was suitable for tumor specialized hospital, with reliability and validity. Patient satisfaction was significantly affected by quality perception and patient expectation. Patient satisfaction and patient loyalty was also affected by disease pressure. Hospital brand was positively correlated with patient satisfaction and patient loyalty, negatively correlated with patient complaint. Patient satisfaction was positively correlated with patient loyalty, patient complaints, and quality perception, and negatively correlated with disease pressure and patient expectation. The satisfaction model on nursing service in hospitalized tumor patients fits well. By this model, the quality of hospital nursing care may be improved. PMID:25419410

Chen, Yongyi; Liu, Jingshi; Xiao, Shuiyuan; Liu, Xiangyu; Tang, Xinhui; Zhou, Yujuan

2014-01-01

328

Loyalty or liability?  

PubMed

While many of your employees are likely to be an asset to your practice, some "loyal" employees aren't always what they seem. This article offers guidelines for physicians to guard against "loyalty" becoming a liability that hurts you, your staff, and your practice. PMID:8036036

Gregor, L

1994-05-01

329

An Examination of Relationship Marketing as a Determinant of Commitment and Loyalty in College and University Students  

ERIC Educational Resources Information Center

U.S.-based Institutions of Higher Education (IHE) face significant competitive forces including market-based pressures in the form of new and increased competition, an escalating cost base and reduced financial aid sources. The practice of customer loyalty development and the study of the loyalty phenomena are prevalent in the marketing…

Linares, Ronald T.

2012-01-01

330

Is loyalty driving growth for the brand in front? A two-purchase analysis of car category dynamics in Thailand  

Microsoft Academic Search

Marketers are often exhorted to grow brand share through increased loyalty. To investigate this proposition, we report on an extension of the two-purchase analysis technique to a dynamic category of infrequently bought goods, new cars in Thailand. This analysis captures market structure quite well, and reveals that brand-share growth comes not from unusually high loyalty but from first time customers

Dag Bennett; Charles Graham

2010-01-01

331

One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail  

NASA Astrophysics Data System (ADS)

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

Baydar, Cem M.

2002-03-01

332

76 FR 8371 - Notice Correction; Generic Submission of Technology Transfer Center (TTC) External Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Transfer Center (TTC) External Customer Satisfaction Surveys (NCI) The Federal...Transfer Center (TTC) External Customer Satisfaction Survey (NCI)'' was submitted...which will include multiple customer satisfaction surveys over the course...

2011-02-14

333

77 FR 41798 - Agency Information Collection Activities; Proposed Collection, Comments Requested: CRS Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Comments Requested: CRS Customer Satisfaction Survey ACTION: 30-Day...Form/Collection: CRS--Customer Satisfaction Survey. (3) Agency form...leaders. Abstract: The CRS `Customer Satisfaction Survey' will help CRS...

2012-07-16

334

75 FR 29567 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Review: Aviation Security Customer Satisfaction Performance Measurement Passenger...surveying travelers to measure customer satisfaction of aviation security in an...1652-0013; Aviation Security Customer Satisfaction Performance Measurement...

2010-05-26

335

Mediated Effects of Customer Orientation on Customer Relationship Management Performance  

Microsoft Academic Search

Drawing on relationship marketing and management theory, the author examines how customer orientation can stimulate employee training and customer information processing capability when firms implement customer relationship management (CRM). The researcher also investigates how employee training and customer information processing affect CRM performance in light of customer satisfaction and financial performance. Restaurant data support the proposed model, which incorporated mediated

Byeong Yong Kim

2008-01-01

336

The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts  

Microsoft Academic Search

Purpose – Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied.

Margee Hume; Gillian Sullivan Mort

2010-01-01

337

Retail service quality as a key activator of grocery store loyalty  

Microsoft Academic Search

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within

Elisa Martinelli; Bernardo Balboni

2012-01-01

338

Retail service quality as a key activator of grocery store loyalty  

Microsoft Academic Search

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within

Elisa Martinelli; Bernardo Balboni

2011-01-01

339

The impact of technology on the quality-value-loyalty chain: A research agenda  

Microsoft Academic Search

In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis\\u000a of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further\\u000a research related to the quality-value-loyalty chain. Next, the authors develop a conceptual framework that integrates the

A. Parasuraman; Dhruv Grewal

2000-01-01

340

Ignoring Your Best Customer?  

Microsoft Academic Search

Many organizations devote considerable amounts of money and human resources to develop systems aimed at improving customer retention and profitability. The conventional wisdom is that if retaining the most profitable customers is a good way to increase profitability, then allocating resources to increase the satisfaction of those customers has to be a great objective. However, managers do not observe clear

Baohong Sun Carnegie; Ronald Wilcox; Ting Zhu

2008-01-01

341

Product Variety, Consumer Preferences, and Web Technology: Can the Web of Data Reduce Price Competition and Increase Customer Satisfaction?  

NASA Astrophysics Data System (ADS)

E-Commerce on the basis of current Web technology has created fierce competition with a strong focus on price. Despite a huge variety of offerings and diversity in the individual preferences of consumers, current Web search fosters a very early reduction of the search space to just a few commodity makes and models. As soon as this reduction has taken place, search is reduced to flat price comparison. This is unfortunate for the manufacturers and vendors, because their individual value proposition for a particular customer may get lost in the course of communication over the Web, and it is unfortunate for the customer, because he/she may not get the most utility for the money based on her/his preference function. A key limitation is that consumers cannot search using a consolidated view on all alternative offers across the Web. In this talk, I will (1) analyze the technical effects of products and services search on the Web that cause this mismatch between supply and demand, (2) evaluate how the GoodRelations vocabulary and the current Web of Data movement can improve the situation, (3) give a brief hands-on demonstration, and (4) sketch business models for the various market participants.

Hepp, Martin

342

Factors behind dialysis patient satisfaction: exploring their effects on overall satisfaction.  

PubMed

We would establish a construct of dialysis patients' satisfaction and identify their contribution to overall satisfaction. We also seek to identify present satisfaction levels of Japanese dialysis patients and some important characteristics of their satisfaction/dissatisfaction. A self-administered questionnaire for measuring dialysis patient satisfaction was developed, which comprised 32 closed-ended satisfaction question items that were facet-specific, three items on overall satisfaction, four items on respondent's health status and quality of life as well as demographic information. Reliability and validity of the questionnaire was verified. A questionnaire-based survey was conducted between July and September 2013. A total of 807 valid responses (63% of response rate) were collected from dialysis patients in 22 facilities located in most regions of Japan. Seven satisfaction factors were derived with 65% of cumulative variance accounted for by applying principal component analysis to responses to facet-specific satisfaction items. More than 80% of patients expressed positive overall satisfaction and that they wished to continue dialysis therapy in the current facility (they can change dialysis facilities if they wish to). Dialysis patients' overall satisfaction was formulated significantly by five out of seven satisfaction factors by regression analysis. Japanese dialysis patients expressed their high satisfaction with and strong loyalty to the facility where they currently receive dialysis therapy (i.e., patient loyalty). The more satisfied dialysis patients were with the facility, the stronger loyalty they would like to maintain. The overall satisfaction was critically determined by their satisfaction with clinical environment, equipment, treatment and therapy. In addition, patients' quality of life was highly associated with their overall satisfaction. PMID:25363874

Gu, Xiuzhu; Itoh, Kenji

2015-04-01

343

Loyalty marketing and loyalty cards: a study of the Italian market  

Microsoft Academic Search

Purpose – Loyalty programmes are an important tool with which retail companies manage relationships. While the last 15 years have seen a broad dissemination of loyalty programmes in new sectors and new countries, since the early 2000s, both in the academic and managerial world, the power of loyalty programmes to stimulate retention and support loyalty, has been brought into question.

Elena Cedrola; Sabrina Memmo

2010-01-01

344

Influence of Brand Loyalty on Consumer Sportswear  

Microsoft Academic Search

The purpose of this research is to investigate how the respondents are influenced by factors of brand loyalty towards sportswear brands. Previous research adopted seven factors to test in the Malaysian environment. The seven factors of brand loyalty are brand name, product quality, price, style, promotion, service quality and store environment. Brand name has shown strong correlation with brand loyalty.

FOONG YEE

2008-01-01

345

Customer service in equine veterinary medicine.  

PubMed

This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty. PMID:19945637

Blach, Edward L

2009-12-01

346

Modelling and Managing Student Loyalty: A Study of a Norwegian University College  

ERIC Educational Resources Information Center

Higher education institutions are becoming increasingly businesslike, a shift that is transforming student loyalty into an important strategic theme for universities and colleges. This paper reports a "cross-over" study that uses well-known theories from service marketing in a new context, that of educational services addressing customer

Nesset, Erik; Helgesen, Oyvind

2009-01-01

347

Human dynamics of spending: Longitudinal study of a coalition loyalty program  

NASA Astrophysics Data System (ADS)

Large-scale data of a coalition loyalty program is analyzed in terms of the temporal dynamics of customers' behaviors. We report that the two main activities of a loyalty program, earning and redemption of points, exhibit very different behaviors. It is also found that as customers become older from their early 20's, both male and female customers increase their earning and redemption activities until they arrive at the turning points, beyond which both activities decrease. The positions of turning points as well as the maximum earned and redeemed points are found to differ for males and females. On top of these temporal behaviors, we identify that there exists a learning effect and customers learn how to earn and redeem points as their experiences accumulate in time.

Yi, Il Gu; Jeong, Hyang Min; Choi, Woosuk; Jang, Seungkwon; Lee, Heejin; Kim, Beom Jun

2014-09-01

348

Grantee Satisfaction Survey. Final Report, August 2008  

ERIC Educational Resources Information Center

The American Customer Satisfaction Index (ACSI) is the national indicator of customer evaluations of the quality of goods and services available to U.S. residents. Since 1994, it has served as a uniform, cross-industry/government measure of customer satisfaction. A total of 10 groups, composed of eight program offices, EDFacts Coordinators, and…

US Department of Education, 2008

2008-01-01

349

A prospective, longitudinal, descriptive study of the effect of a customized wheelchair cushion on clinical variables, satisfaction, and functionality among patients with spinal cord injury.  

PubMed

The Instituto Nacional de Rehabilitación (Rehabilitation National Institute) (INR) developed a prototype wheelchair cushion (INR cushion) designed to adjust to the anthropometry of the user's ischiogluteal area and prevent pressure ulcer formation while maintaining or promoting functionality. A prospective, longitudinal, descriptive study was conducted from February 2010 to February 2011 to evaluate the effect of using the INR cushion on clinical variables, functionality, and user satisfaction. Sixteen patients were recruited (9 male, 7 female, average age 31.8 [range 22-47] years, average body mass index 25 [range 22-34], average time in a wheelchair 10.1 [range 3-26] years) who met the study protocol inclusion criteria of being pressure ulcer-free for at least 6 months and capable of propulsion and transfer without assistance, chronic spinal cord injury (>2 years), and without chronic-degenerative diseases or cognitive problems. Each participant received the cushion for a 2-month evaluation. Eight clinical variables were assessed: trunk control, posture, spasticity, transfer capacity, comfort, skin reaction, propulsion capacity, and pressure release capacity. The clinical assessment was performed using validated scales and instruments: Modified Ashworth Scale (MAS), Functional Independence Measure™ (FIM), Norton Scale, and assessment of skin reaction. Interface pressures were measured using force sensing array, and participants completed a structured interview to assess user expectation, perceived functionality, perceived quality, and likelihood of recommending the device. Two patients withdrew due to appointment conflicts; of the remaining 14, significant differences between the user's experience with other products and the INR were found with regard to pressure redistribution (P = 0.012); all participants but 1 graded the INR as good in all interview categories. No participants developed a pressure ulcer during the study. The customized cushion was especially functional among patients with incomplete thoracic and cervical injuries, high FIM scores, and moderate levels of activities of daily living. Taller patients (P = 0.01) and patients with higher degrees of spasticity (P = 0.007) were less satisfied with functionality. The results of this study contributed to the redesign process of the cushion. These findings may be useful to establish predictors, both subjective and clinical, for patient utilization of wheelchair cushion use. PMID:25654779

Vilchis-Aranguren, Rodrigo; Gayol-Mérida, Diana; Quinzaños-Fresnedo, Jimena; Pérez-Zavala, Ramiro; Galíndez-Novoa, Carmen

2015-02-01

350

Who's your best customer?  

PubMed

Conventional wisdom holds that the best customers and prospects for managed care are the healthiest consumers. This is true only because of the meager extent to which premiums can be adjusted for varying risk among individuals. If a decent health/risk adjustment system were used, the best consumers for managed care to go after would be the highest-risk, highest users of health care, provided only that risk and use can be improved. The healthiest consumers have both the least potential for improvement and the least reasons for loyalty. PMID:10182527

MacStravic, S

1998-01-01

351

Customer based brand equity: evidence from the hotel industry  

Microsoft Academic Search

Purpose – The paper aims to explore interrelations of the four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in hotel industry and improve the conceptualization of customer-based hotel brand equity. Design\\/methodology\\/approach – The paper is based on the recommendations of previous studies, the scale constructed to measure consumer-based brand equity included brand awareness, brand loyalty,

Rüçhan Kayaman; Huseyin Arasli

2007-01-01

352

Party loyalty in Saskatchewan: A research brief  

E-print Network

Party loyalty in Saskatchewan: A research brief February 2012 Saskatchewan Election Study team1 Dr of Saskatchewan Dr. David McGrane, St. Thomas More College, University of Saskatchewan Dr. Stephen White less is known about party loyalty at the provincial level, including Saskatchewan. This research brief

Saskatchewan, University of

353

Relational Bonds and Loyalty: The Bonds that Tie  

Microsoft Academic Search

This paper explores the effect of financial, social and structural bonds on the loyalty of Arabic five star hotel guests. Three different measures of loyalty are used; attitudinal, behavioural and combined to identify how the three relational bonds affect loyalty. The results show that social and structural bonds increase all types of loyalty whereas financial bonds only increase attitudinal and

Ahmad Shammout; Michael Polonsky; Michael Edwardson

354

Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers  

Microsoft Academic Search

This study reports a cross-cultural assessment of the effects of service quality, service value, and satisfaction on consumers' behavioral intentions. The study endeavors to extend recent advances in services marketing theory to the international level of analysis. A composite model of a service encounter is developed based on the literature cited and compared across 425 North American and Latin American

Michael K. Brady; Christopher J. Robertson; J. Joseph Cronin

2001-01-01

355

Faculty and Administrators at Nova Southeastern University Respond to a Winter Term 2000 Office of Grants and Contracts Customer Satisfaction Survey. Research and Planning Report.  

ERIC Educational Resources Information Center

In 1996, the Office of Grants and Contracts at Nova Southeastern University (Florida) began a reporting process to determine the extent of constituent satisfaction with its services. This study, performed in the year 2000, repeated the established reporting process. The invited sample of 532 included full-time faculty, administrators, selected…

MacFarland, Thomas W.

356

Exit, Voice, and Loyalty in the Italian Public Health Service: Macroeconomic and Corporate Implications  

PubMed Central

The paper analyses how customers of public health organizations can express their dissatisfaction for the services offered to them. The main aim is to evaluate the effects that possible dissatisfaction of Italian public health service customers can have on public health organizations. We adopted the methodological scheme developed by Hirschman with exit, voice, and loyalty, considering the macroeconomic and corporate implications that it causes for Italian public health organizations. The study investigated the effects developed by exit of the patients on the system of financing of local health authorities considering both the corporate level of analysis and the macroeconomic level. As a result, local health authority management is encouraged to pay greater attention to the exit phenomena through the adoption of tools that promote loyalty, such as the promotion of voice, even if exit is not promoting, at a macroeconomic level, considerable attention to this phenomenon. PMID:24348148

Impagliazzo, Cira; Zoccoli, Paola

2013-01-01

357

77 FR 49831 - Agency Information Collection Activities; Proposed Collection, Comments Requested; Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Activities; Proposed Collection, Comments Requested; Customer Satisfaction Assessment ACTION: 30-day notice of information...survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The agency form number, if...

2012-08-17

358

77 FR 36293 - Agency Information Collection Activities; Proposed Collection, Comments Requested: Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Activities; Proposed Collection, Comments Requested: Customer Satisfaction Assessment ACTION: 60-day notice of information...survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The agency form number, if...

2012-06-18

359

77 FR 26043 - Agency Information Collection Activities; Proposed collection; Comments Requested: CRS Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Proposed collection; Comments Requested: CRS Customer Satisfaction Survey ACTION: 60-Day notice of information...informal community leaders. Abstract: The CRS `Customer Satisfaction Survey' will help CRS maintain the highest...

2012-05-02

360

Staff Satisfaction with Administration as a Measure of Consumer Satisfaction.  

ERIC Educational Resources Information Center

The school district in this study, "Special School District" (SSD), is under the administration of the Louisiana State Department of education and thus classified as a Louisiana state agency required to conform to the mandate that state agencies have performance indicators, including one for customer satisfaction. For the SSD, customer

Tanguma, Jesus; Luster, Jane Nell

361

Investigating the Effect of Service Quality on Customer Post-Purchasing Behaviors in the Hotel Sector: The Moderating Role of Service Convenience  

Microsoft Academic Search

This study contributes to a conceptual model indicating the effect of service quality on customer post-purchasing behaviors in the hotel sector by including both the mediating role of customer satisfaction and the moderating role of customer-perceived service convenience. The analysis confirms that customer satisfaction is positively influenced by service quality whereas behavioral intention is positively influenced by customer satisfaction. Therefore,

Nien-Te Kuo; Kuo-Chien Chang; Mu-Chen Chen; Chia-Lin Hsu

2012-01-01

362

Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using cultural heritage application and performance facilities as examples  

NASA Astrophysics Data System (ADS)

This study aims to probe into customers' online word-of-mouth regarding cultural heritage applications and performance facilities in Cultural and Creative Industries. Findings demonstrate that, regarding online word-of-mouth for art museums, museums, and art villages, items valued by customers are design aesthetics of displays and collections, educational functions, and environments and landscapes. The percentages are 10.102%, 11.208% and 11.44%, respectively. In addition, cultural heritage applications and performance facility industries in Taiwan are highly valued in online word-of-mouth.

Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Su, Yi-Jing

2011-10-01

363

Patient loyalty and the social media effect.  

PubMed

In a changing healthcare environment, patient loyalty has never been more important. However, creating patient loyalty can mean more than providing quality health services within the four walls of the medical office. With patients turning to online sources and social media in search of advice and a better patient experience, we must now ensure that patients have meaningful engagements with us across the continuum of care, from the phone, to the office, to social media tools like Facebook and YouTube as we look to build loyalty and grow our referral volumes. PMID:24228370

Verkamp, Jamie

2013-01-01

364

The impact of the different payment options on the medical services clients' satisfaction building process  

NASA Astrophysics Data System (ADS)

Both the scientific bodies as well as business practitioners over the past few years have concentrated their efforts in the field of marketing and management primarily around the concept of customer, wanting to know more about him/her and trying to understand their behaviour so that their market activities can more easily be influenced and shaped. In today's market, the customer bases the purchase-decision-making process on choosing a good/service that will give him/her the greatest satisfaction, a subjective, positive experience, which is an emotional reaction to the perceived value. Its level is a result of the comparison between the level of expectations arising from past experience, obtained information and promises, and the perception of experienced situation. In the empirical part of the manuscript, the authors present the main differences in the process of building customer satisfaction and loyalty for two groups of patients: those using prepaid medical services and those who pay for their services each time. Reported results refer to research carried out by the authors between August and October 2012 in the city of Warsaw (Poland) with use of the Structural Equation Modeling analysis. The study was conducted via paper surveys, on a sample of 1590 respondents who were the patients of selected medical organizations. The study demonstrated, using two, separate models, that among aforementioned groups of patients, the evaluation of health services proceeds in quite a different way. This indicates significant implications, of marketing and management character in the field of communication and building long-term patient-organization relationships. Medical establishments wanting to manage effectively their relationships with current and potential customers need to understand the nature of the different groups of patients and be able to adjust the scope and form of marketing activities to their different expectations and preferences.

Skowron, ?ukasz; G?sior, Marcin; Sak-Skowron, Monika

2014-12-01

365

Satisfaction with care in peritoneal dialysis patients.  

PubMed

Patient satisfaction is an important aspect of dialysis care, only recently evaluated in clinical studies. We developed a tool to assess peritoneal dialysis (PD) customer satisfaction, and sought to evaluate and validate the Customer Satisfaction Questionnaire (CSQ), quantifying PD patient satisfaction. The CSQ included questions regarding administrative issues, Delivery Service, PD Training, Handling Requests, and transportation. The study was performed using interviews in all Hungarian Fresenius Medical Care dialysis centers offering PD. CSQ results were compared with psychosocial measures to identify if patient satisfaction was associated with perception of social support and illness burden, or depression. We assessed CSQ internal consistency and validity. Factor analysis explored potential underlying dimensions of the CSQ. One hundred and thirty-three patients treated with PD for end-stage renal disease for more than 3 months were interviewed. The CSQ had high internal consistency. There was high patient satisfaction with customer service. PD patient satisfaction scores correlated with quality of life (QOL) and social support measures, but not with medical or demographic factors, or depressive affect. The CSQ is a reliable tool to assess PD customer satisfaction. PD patient satisfaction is associated with perception of QOL. Efforts to improve customer satisfaction may improve PD patients' quantity as well as QOL. PMID:16900092

Kirchgessner, J; Perera-Chang, M; Klinkner, G; Soley, I; Marcelli, D; Arkossy, O; Stopper, A; Kimmel, P L

2006-10-01

366

Delivering astounding customer service  

SciTech Connect

The elements needed to launch a successful quality customer service revolution are: vision and goals; inputs (time, money, and people); and systems. Flawlessly executed activities and behaviors result in quality, customer satisfaction, customer retention, profits, referrals, and growth. Feedback to keep your company on course is necessary. The revolution starts with the leader. Vision is what gets it started, and a sense of purpose is what keeps it going. Changing the organization`s culture requires an obsession, an almost fanatical devotion to exceeding customer expectations. If you don`t set the example and walk your talk, it won`t get off the ground. I can think of no better way to insure yourself a bright future than for you to make certain that each and every customer is extraordinarily satisfied.

Hedden, B.

1995-05-01

367

Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using crafts as an example  

NASA Astrophysics Data System (ADS)

This study aims to analyze customers' online word-of-mouth for crafts in Cultural and Creative Industries of Taiwan, and extracts articles from Yahoo and Wretch Blogs by the online writing mining technique. The research scope is from Jan. 1, 2008 to Dec. 31, 2010. The subjects include 2457 valid articles on customers' online word-of-mouth regarding the craft industry of Taiwan. Findings demonstrate that, regarding online word-of-mouth, the most important word-of-mouth items of ceramics, stone craft, wood craft manufacturing, and metal craft is decoration and display of surroundings; while brand is valued in glass craft; and the most important item for consumers of paper craft is cultural characteristics of handicrafts.

Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Yang, Min-Chieh

2011-10-01

368

Quality and satisfaction in an outdoor adventure education setting  

E-print Network

programs can use such information to attract students, understand satisfaction, sustain customer base, and enjoy positive word-of-mouth. Although marketing research has focused on consumer satisfaction as the key to future purchase intentions and positive...

Hunt, Carter Allan

2003-01-01

369

Links Between Swiss Hotel Guests' Product Involvement and Brand Loyalty  

Microsoft Academic Search

Involvement has been studied for 30 years, but how product involvement is linked to brand loyalty in four- or five-star leisure hotels needs further examination. This study examines how Swiss leisure travelers' product involvement with a hotel relates to loyalty to the hotel brand. Findings demonstrate moderately high involvement levels yet weaker brand loyalty impacted by the tourist's desire to

Carmen Hochgraefe; Saskia Faulk; Michael Vieregge

2012-01-01

370

Store Loyalty in France: Statistical indexes and economic analysis  

Microsoft Academic Search

Store loyalty is an important issue for retailers since it defines one way of how consumers are attached to the store. However, store loyalty is not an one-dimensional aspect of consumers and there exist different ways of meas uring such a behavior. After surveying the marketing literature on how to assess 'store loyalty', we use a French scanner database censing

Fabian Bergès; Valérie Orozco

371

Two component customer relationship management model for healthcare services  

Microsoft Academic Search

Purpose – To sustain competitive advantage, it is necessary to understand consumers and their psychological fears and deliver them a service solution which is best under existing conditions so as to ensure consumer loyalty and retention. This paper seeks to conceptualise and operationalise customer relationship management (CRM) through two component model (operational CRM (OCRM) and analytical CRM (ACRM)), particularly in

Hardeep Chahal

2010-01-01

372

From satisfaction to delight: a model for the hotel industry  

Microsoft Academic Search

Purpose – This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes. Design\\/methodology\\/approach – An extensive review of existing customer delight literature reveals the key concepts necessary for customer delight to occur. Findings – Customer delight

Edwin N. Torres; Sheryl Kline

2006-01-01

373

Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.  

PubMed

Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered. PMID:22663556

Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

2012-09-01

374

Get inside the lives of your customers.  

PubMed

Many companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided buyers into ever-finer segments, and refined their products, services, and marketing pitches. But all too often those efforts are too narrow--they concentrate only on the points where the customer comes into contact with the company. Few businesses have bothered to look at what the author calls the customer scenario--the broad context in which customers select, buy, and use products and services. As a result, consultant Patricia Seybold maintains, they've routinely missed chances to deepen loyalty and expand sales. In this article, the author shows how effective three very different companies have been at using customer scenarios as the centerpiece of their marketing plans. Chip maker National Semiconductor looked beyond the purchasing agents that buy in bulk to find ways to make it easier for engineers to design National's components into their specifications for mobile telephones. Each time they do so, it translates into millions of dollars in orders. By developing a customer scenario that describes how people actually shop for groceries, Tesco learned the importance of decentralizing its Web shopping site and how the extra costs of decentralization could be outweighed by the higher profit margins on-line customers generate. And Buzzsaw.com used customer scenarios as the basis for its entire business. It has used the Web to create a better way for the dozens of participants in a construction project to share their drawings and manage their projects. Seybold lays out the steps managers can take to develop their own customer scenarios. By thinking broadly about the challenges your customers face, she suggests, you can almost always find ways to make their lives easier--and thus earn their loyalty. PMID:11345914

Seybold, P B

2001-05-01

375

Patient satisfaction.  

PubMed

Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice. PMID:21430827

Prakash, Bhanu

2010-09-01

376

Patient Satisfaction  

PubMed Central

Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice. PMID:21430827

Prakash, Bhanu

2010-01-01

377

Consumer tribes: membership, consumption and building loyalty  

Microsoft Academic Search

Purpose – The purpose of this paper is to extend the emergent consumer tribe literature to facilitate a more complete understanding of the antecedents and roles implicit within consumer tribal membership. Principally a conceptual paper, this study focuses upon how a more complete understanding of consumer roles can be leveraged to create sustainable loyalty. Design\\/methodology\\/approach – This study comprised an

Cleo Mitchell; Brian C. Imrie

2011-01-01

378

A Longitudinal Analysis of Satisfaction and Profitability  

Microsoft Academic Search

Recently, significant attention has been focused on customer satisfaction. However, few studies link satisfaction with performance, and even fewer studies examine this link through the use of time-series data. In this study, a longitudinal analysis of satisfaction and performance for a national chain of fast-food restaurants is conducted. A total of 342,308 consumer responses, 3,009 employee responses, and 12 months

Kenneth L. Bernhardt; Naveen Donthu; Pamela A. Kennett

2000-01-01

379

Customer care in the NHS.  

PubMed

Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction. PMID:25585766

Ruddick, Fred

2015-01-20

380

Expectations, Performance, and Citizen Satisfaction with Urban Services  

ERIC Educational Resources Information Center

The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined--not just by product or service performance--but by a process in which consumers compare performance…

Van Ryzin, Gregg G.

2004-01-01

381

The development of an employee satisfaction model for higher education  

Microsoft Academic Search

Purpose – Most studies on higher education focus on students as customers, and evaluate student levels of satisfaction\\/dissatisfaction with their programs, while generally neglecting teacher work satisfaction. Thus, this study evaluates how employee dissatisfaction with various investment items determines the improvement priority. Design\\/methodology\\/approach – This study used the academic literature to establish a satisfaction model for higher education employees. The

Shun-Hsing Chen; Ching-Chow Yang; Jiun-Yan Shiau; Hui-Hua Wang

2006-01-01

382

Interpreting Time Series of Patient Satisfaction: Macro vs. Micro Components  

Microsoft Academic Search

Recent research discovered that economic processes influence national averages of customer satisfaction. Using time-series data from Japanese and South Korean hospitals, we conducted principal component regression analyses to examine whether these findings are transferable to patient satisfaction. Our results reveal that aggregate income has a positive impact and economic expectations have a negative impact on patient satisfaction. Further analyses demonstrate

Björn Frank; Shuichi Sudo; Takao Enkawa

2009-01-01

383

Hotel Guest Satisfaction among Business TravelersWhat Are the Important Factors?  

Microsoft Academic Search

Much of the guest-satisfaction literature focuses on the mechanisms of error reduction and quality management. Rather than concentrate on reducing errors in all areas, the important matter in customer satisfaction is to determine the attributes that guests consider important and focus on those attributes. Customer satisfaction can be defined as a guest's postconsumption judgment of a product or service that

Marit G. Gundersen; Morten Heide; Uff H. Olsson

1996-01-01

384

Patients, not purchases. Customer relationship management is slowly, and carefully, finding its way into healthcare.  

PubMed

Though patient satisfaction initiatives exist in healthcare, they rarely fall under the CRM moniker. Some subscription software can help hospitals track patient demographics. Building brand loyalty begins with improving patient experience. Report cards are often used to measure and improve the patient experience. PMID:19722323

Lawrence, Daphne

2009-08-01

385

An exploratory study of the relationship between customer-based casino brand equity and firm performance  

Microsoft Academic Search

This exploratory study examines the relationship between customer-based casino brand equity and firm performance using Macau casinos as a sample. The results indicated that better-performing casino brands were associated with greater customer-based brand equity, which comprises brand loyalty, brand image and brand awareness. Furthermore, Asia Pacific-based casino brands in Macau outperformed their U.S.-based counterparts in terms of customers’ perceived quality,

Henry Tsai; Catherine Cheung; Ada Lo

2010-01-01

386

The effect of joy on the behaviour of cricket spectators: The mediating role of satisfaction  

Microsoft Academic Search

Loyalty of fans is of vital importance for any sports team. This article examines the influence of experience of the game on satisfaction, word-of-mouth and intention to attend. For this research one distinct emotional experience, joy of cricket spectators in England, was investigated. Qualitative interviews with cricket club management and spectators, coupled with previous literature are used to identify three

Sven Kuenzel; Mazia Yassim

2007-01-01

387

Determinants of service quality and satisfaction in the auto casualty claims process  

Microsoft Academic Search

The insurance industry has placed increased emphasis on service quality and customer satisfaction as companies seek to compete with generally undifferentiated products. This attention to customer service dictates that insurers understand exactly what elements individuals use to assess their providers’ performance. This study examines the most significant dimensions of service quality and customer satisfaction across four large companies in the

Marla Royne Stafford; Thomas F. Stafford; Brenda P. Wells

1998-01-01

388

Customer Dissatisfaction Index and its Improvement Costs  

NASA Astrophysics Data System (ADS)

The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customer satisfaction of power supply and can be used for control of reliability level of power supply for residential customers. CDI relations with other reliability indices are shown. Paper also gives a brief overview of legislation of Latvia in power industry that is the base for CDI introduction. Calculations of CDI improvement costs are performed in the paper too.

Lvovs, Aleksandrs; Mutule, Anna

2010-01-01

389

Customer Satisfaction Levels Baldrige Award Winners  

E-print Network

congestive heart failure over the 4 years leading up to its Baldrige Award. Ninety percent of businesses Years 4 Years 4 Years 2 Years 97% 94% 96% 92% 97% Health Care Education Nonprofit BA 8 Years 5 Years

Magee, Joseph W.

390

Customer service quality in the Greek Cypriot banking industry  

Microsoft Academic Search

Purpose – To measure the service quality perceptions of Greek Cypriot bank customers and to examine the relationship between service quality, customer satisfaction and positive word of mouth, in the light of changing bank market dynamics due to EU accession. Design\\/methodology\\/approach – A total of 260 retail bank customers responded to a Greek translated version of SERVQUAL. After descriptive and

Huseyin Arasli; Salime Mehtap-Smadi; Salih Turan Katircioglu

2005-01-01

391

HR customer service--FedEx.com or BUST!  

PubMed

As the "customers" of the benefits department, employees, beneficiaries and retirees deserve best practice service delivery. This article describes a benefits administration operating model that can deliver high levels of customer service by furnishing accurate, consistent and timely information. Performance measurement is a key element in this type of customer satisfaction, particularly when outsourcing vendors are involved in the provision of benefits. PMID:11534215

Gerver, H M

2001-09-01

392

Agent-Based Simulation of In-Store Customer  

E-print Network

on customer satisfaction and the performance of service-oriented retail organisations? Method: Case study Parameters Leadership quality, length of service, competencies, training etc. Customer Agent Sales Agent of service, competencies, training etc. Sales Staff Agent Number of customers, sales staff, managers etc

Aickelin, Uwe

393

Divided loyalties for physicians: Social context and moral problems  

Microsoft Academic Search

An examination of the notion of divided loyalties dilemmas in medicine, situated within their social contexts, yields insight into the contemporary social and moral position of medicine in the United States. In a review of the literature, the author identifies four concepts important to gaining an understanding of the position that divided loyalties play in medicine and the physician-patient relationship.

Thomas H. Murray

1986-01-01

394

The problem of Creole loyalty and the Burr Conspiracy  

E-print Network

and others then interpreted their lack of action as signifying conspicuous loyalty to the United States. The reason the Creoles maintained a level of loyalty during the crisis was not that they were in 1806 reconciled to the American nation, but rather...

Beauchamp, Michael Kelly

2002-01-01

395

Loyalty: Why Is It so Problematic in Athletics?  

ERIC Educational Resources Information Center

What is loyalty and why is it problematic in athletics? The author discusses the ethical lapses that can occur when a powerful social value, "loyalty," trumps individuals' ability to make moral decisions. She argues that education about morality should be a necessary part of sport education and explains how moral education programs can make a…

Stoll, Sharon Kay

2012-01-01

396

Prescription loyalty behavior of physicians: an empirical study in India  

Microsoft Academic Search

Purpose – This paper seeks to empirically identify the major factors that influence physician loyalty behavior in prescribing certain brands of drugs. Design\\/methodology\\/approach – Testable hypotheses were developed with respect to physician loyalty behavior regarding drug prescription practices, and a survey questionnaire was designed to capture the data from 71 physicians, as a convenience sample. The hypotheses were tested by

Kareem Abdul Waheed; Mohammad Jaleel; Mohammed Laeequddin

2011-01-01

397

Modeling Antecedents of Student Loyalty in Higher Education  

ERIC Educational Resources Information Center

The purpose of this investigation is to understand the antecedents of student loyalty in the Brazilian context. In particular we address the impact of student trust, commitment and quality perception on loyalty. A quantitative study was conducted among business management student majors from two private Brazilian Higher Education Institutions…

Perin, Marcelo Gattermann; Sampaio, Claudio Hoffmann; Simoes, Claudia; de Polvora, Rosiane Polvora

2012-01-01

398

EOSDIS Customer Support Challenges  

NASA Astrophysics Data System (ADS)

The Earth Observation System Data and Information System (EOSDIS) is a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. The observations collected by these missions are kept at geographically distributed data centers. EOSDIS manages over four petabytes of data accessed by over 200,000 distinct users last year. The data centers distributed more than 37 million Earth science data products during 2005 to a diverse customer community. An important goal for these data centers is to provide an adequate service at a uniform level for the user community to ensure we get the most benefit from our investment in space resources. This paper discusses the challenges, the ways the data centers coordinate among themselves to provide service, and recent results of measuring customer satisfaction with this service.

Moses, J. F.; Boquist, C. L.

2006-05-01

399

How Does Target Know so Much about Its Customers? Utilizing Customer Analytics to Make Marketing Decisions  

ERIC Educational Resources Information Center

Every time shoppers make a purchase at a store or browse a Web site, customer behavior is tracked, analyzed, and perhaps shared with other businesses. Target Corporation is a leader in analyzing vast amounts of data to identify buying patterns, improve customer satisfaction, predict future trends, select promotional strategies, and increase…

Corrigan, Hope B.; Craciun, Georgiana; Powell, Allison M.

2014-01-01

400

Dual Loyalty in Prison Health Care  

PubMed Central

Despite the dissemination of principles of medical ethics in prisons, formulated and advocated by numerous international organizations, health care professionals in prisons all over the world continue to infringe these principles because of perceived or real dual loyalty to patients and prison authorities. Health care professionals and nonmedical prison staff need greater awareness of and training in medical ethics and prisoner human rights. All parties should accept integration of prison health services with public health services. Health care workers in prison should act exclusively as caregivers, and medical tasks required by the prosecution, court, or security system should be carried out by medical professionals not involved in the care of prisoners. PMID:22390510

Stöver, Heino; Wolff, Hans

2012-01-01

401

Identifying system-wide contact center cost reduction opportunities through lean, customer-focused IT metrics  

E-print Network

Dell's long-term success depends on its customers' future buying patterns. These patterns are largely determined by customers' satisfaction with the after-sales service they receive. Previously, Dell has been able to deliver ...

Sen, Avijit

2009-01-01

402

Customer accounting and customer profitability analysis for the order handling industry—A managerial accounting approach  

Microsoft Academic Search

Market-oriented businesses are concerned with customer satisfaction and business profitability, both in the longer term. Thus the marketing managers need updated decision-relevant information (marketing metrics) with respect to the set of processes that are leading to customer values and economic customer values. The attention of this study is focused on the profitability aspects of marketing. The context is the business-to-business

Øyvind Helgesen

2007-01-01

403

Does online relationship marketing enhance customer retention and cross-buying?  

Microsoft Academic Search

One characteristic of online consumer behavior is the low cost of searching for alternatives. Therefore, customer loyalty is more difficult to achieve in the online context than in the offline one. Although studies have discussed the effectiveness of relationship marketing, nearly all studies examining such constructs have been in the context of ‘offline’ consumer behavior. With regard to the ‘online’

Chiung-Ju Liang; Hui-Ju Chen; Wen-Hung Wang

2008-01-01

404

Service climate and organizational commitment: The importance of customer linkages  

Microsoft Academic Search

Service employees are simultaneously concerned with their own and their customers' well-being. Managing these dual concerns is of strategic importance in a customer-oriented service firm. This research tests a model comparing overall and customer-linked antecedents and consequences of employee affective organizational commitment. The study determines (a) how service climate variables influence both overall and customer-linked job satisfaction, (b) the contribution

Michèle Paulin; Ronald J. Ferguson; Jasmin Bergeron

2006-01-01

405

How Public-Issue-Promoted and Revenue-Related Types of Social Marketing Influence Customer-Perceived Value in Taiwan's Banking Industry  

Microsoft Academic Search

Marketing promotions with public issue dimensions are becoming mainstream as practitioners respond to higher consumer expectations of corporate social responsibility. However, when consumers decide to buy a product or service, they usually consider service quality and perceived risk about the product or service. The general consensus of most research is that customer-perceived value determines customer loyalty. Does social marketing influence

Hong-Sheng Chang; Tser-Yieth Chen; Chien-Ming Tseng

2008-01-01

406

Increasing loyalty to breastfeeding: investigating a product development strategy.  

PubMed

This article demonstrates how social marketing insights were used to influence women's loyalty to breastfeeding. The article reports on a social marketing campaign undertaken by the Australian Breastfeeding Association and a government health department, which used a product development strategy in order to increase breastfeeding loyalty. Seeking new approaches to support breastfeeding behaviors is critical and timely, because while initiation rates of breastfeeding are high in developed countries such as the United Kingdom, Australia, Canada, and the United States, duration rates are significantly lower. Results indicate that a product- focused strategy influences pregnant women's loyalty to exclusively breastfeeding. PMID:22905944

Parkinson, Joy; Russell-Bennett, Rebekah; Previte, Josephine

2012-01-01

407

Mobile service and phone as consumption system - the impact on customer switching  

Microsoft Academic Search

Mobile telecommunications service sector is, in spite of providing high service quality and striving for customer satisfaction, characterized by dynamic customer activities and provider switching. In this research with data from Slovenia we explore the impact of usage, budgetary constraints, involvement and customer characteristics on customers' intention to switch mobile service provider. By using the consumption system perspective on mobile

Mitja Pirc

408

The Impact of Satisfaction, Trust, and Relationship Value on Commitment: Theoretical Considerations and Empirical Results  

Microsoft Academic Search

Commitment is as an essential ingredient for successful long-term relationships. Developing a customer's commitment in business relationships does pay off in increased profits, customer retention, willingness to refer and recommend. Relationship marketing literature suggests customer satisfaction and trust as major determinants of commitment. Recently, practitioners and scholars have identified customer value as a pivotal issue in the management of business

Achim Walter; Thilo A. Mueller; Gabriele Helfert

409

The Impact of e-Customer Relationship Marketing in Hotel Industry  

Microsoft Academic Search

The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing\\u000a (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations\\u000a or whether their Internet presence mainly depends on the basic actions of “supplying information” and “reservations”. Also,\\u000a it investigates the effects of e-CRM system on customer loyalty

Irene Samanta-rounti; P. Ralli

2009-01-01

410

Stop hurting the ones you love--applying customer-driven strategies.  

PubMed

"We love our customers" is a mantra expressed by all companies today, and yet the actions of these same companies often indicate the very opposite. Truth be told, this statement represents more of a euphemism than a statement of truth. Why is this, and why do many of us continue to rebuke our customers' loyalty when the most profitable and rewarding business relationships are the ones we have already established? PMID:10623134

Beecy, R E

1999-11-01

411

Customer Requirements for Hydrologic Forecast Uncertainty Information  

NASA Astrophysics Data System (ADS)

The National Weather Service (NWS) issues long-term probabilistic streamflow forecasts through the NWS Advanced Hydrologic Prediction Service (AHPS) web site and is developing methods to issue short-term probabilistic streamflow forecasts. Through customer evaluations of the AHPS web site it became clear that customers do not fully understand the probabilistic graphics and how the information conveyed could be used to make decisions. This is consistent with the quantitative results from the 2004 NWS Hydrology Program Customer Satisfaction Survey, where the probabilistic streamflow forecast graphics received lower marks relative to other graphics. In an effort to better communicate hydrologic forecast uncertainty information, NWS contracted with the CFI Group to conduct four focus group discussions during various customer/partner conferences. The focus group discussions included (1) Water Resources Managers, (2) Emergency Managers, (3) Media representatives, and (4) private sector, value-added partners. The purpose of these groups was to understand the underlying need for probabilistic forecast information among the various groups and gather feedback regarding how best to convey probabilistic information. The focus group study showed that the use and need for probabilistic streamflow forecasts varied widely across the four customer groups. The study also indicated some common themes between the customer groups and presented some clear next steps for the NWS to meet customer requirements for hydrologic forecast uncertainty information. The qualitative findings from these focus groups were incorporated into the 2006 NWS Hydrology Program Customer Satisfaction Survey to quantitatively assess if these findings are representative of all NWS customers. The findings from the four focus groups and the Customer Satisfaction Survey will be presented.

Mullusky, M. G.; Teodoru, S.; Richards, F.

2006-12-01

412

Customers’ zone of tolerance for retail stores  

Microsoft Academic Search

The present study describes the zone of tolerance for customers’ service expectations and determines their satisfaction level\\u000a for retail stores. It attempts to diagnose the service quality level of customers’ in retail store setting. A conceptual model\\u000a RETZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different\\u000a types of expectations—‘desired’

Halil Nadiri

2011-01-01

413

A Constraint-Based Optimization Mechanism for Patient Satisfaction  

Microsoft Academic Search

\\u000a Patient satisfaction is a critical criterion for healthcare Customer Relationship Management (CRM). By retrieving and adapting\\u000a previous similar patient cases, our previous research proposed a case-based prediction model to predict patient satisfaction\\u000a [3]. The prediction model is useful to forecast the possible patient satisfaction level for a target patient segment. Based\\u000a on the prediction model, this research further proposes a

Chi-i Hsu; Chaochang Chiu; Pei-lun Hsu

2004-01-01

414

The role of employee effort in satisfaction with service transactions  

Microsoft Academic Search

We examine how one aspect of the service encounter, perceived employee effort, affects customer satisfaction with service transactions. Results from two empirical studies indicate that perceived effort has a strong positive impact on transaction satisfaction, and this effect is not eliminated when the perceived success of the service outcome is statistically controlled. This shows that employee effort is appreciated by

Mary Jo Bitner

1995-01-01

415

Job satisfaction and quality management: an empirical analysis  

Microsoft Academic Search

Purpose – Quality management requires increasing employee involvement that could empower employees, leading to employee and customer satisfaction. Although the literature describes a picture of increasing job demands and work intensification, the evidence of an association between employee job satisfaction and quality management remains mixed and narrow. The purpose of this paper is to investigate this link in the wider

Lilian M. de Menezes

2012-01-01

416

Interpreting School Satisfaction Data from a Marketing Perspective.  

ERIC Educational Resources Information Center

This paper presents results of a customer satisfaction survey of Vermont elementary and secondary public schools concerning satisfaction with mental health services during the 1996-97 school year. Analysis of completed questionnaires (N=233) are interpreted from a marketing perspective. Findings are reported for: (1) treated prevalence of…

Pandiani, John A.; James, Brad C.; Banks, Steven M.

417

Brand loyalty, patients and limited generic medicines uptake.  

PubMed

The sluggish development of European generic drug markets depends heavily on demand side factors, and more specifically, patients' and doctors' loyalty to branded products. Loyalty to originator drugs, to the point where originator prices rise upon generic entry has been described as the 'generics paradox'. Originator loyalty can emerge for a plethora of reasons; including costs, perceptions about quality and physician advice. We know very little about the behavioural underpinnings of brand loyalty from the consumer or patient standpoint. This paper attempts to test the extent to which patients are brand loyal by drawing upon Spain's 2002 Health Barometer survey as it includes questions about consumer acceptance of generics in a country with exceptionally low generic uptake and substitution at the time of the study. Our findings suggest that at least 13% of the population would not accept generics as substitutes to the originator. These results confirm evidence of brand loyalty for a minority. Alongside high levels of awareness of generics, we find that low cost-sharing levels explain consumer brand loyalty but their impact on acceptance of generic substitution is very small. Higher cost-sharing and exempting fewer patients from cost-sharing have the potential to encourage generic acceptance. PMID:24573104

Costa-Font, Joan; Rudisill, Caroline; Tan, Stefanie

2014-06-01

418

THE IMPACT OF INCREASED EMPLOYEE RETENTION UPON PERFORMANCE IN A CUSTOMER CONTACT CENTER  

E-print Network

by low employee job satisfaction, as evidenced by high turnover, referred to as churn [11]. There is good employee job satisfaction, can improve performance. The employees we are thinking of are customer serviceTHE IMPACT OF INCREASED EMPLOYEE RETENTION UPON PERFORMANCE IN A CUSTOMER CONTACT CENTER by Ward

Whitt, Ward

419

Increasing brand loyalty in the hospitality industry  

Microsoft Academic Search

Hospitality companies can increasetheir market share and growth rates by increasing their brand loyal customers. This is a more profitable approach than other marketing activities, such as price cuts or promotional programs. As a mature industry, the hospitality business must pursue market-share gains, rather than market-growth gains. Acquiring new customers is expensive becauseof advertising, promotion, and start-up operating expenses. Besides,

Mustafa Tepeci

1999-01-01

420

Establishing a Companywide Customer Orientation through Persuasive Internal Marketing.  

ERIC Educational Resources Information Center

Argues that applying persuasion strategies to internal marketing efforts can facilitate the adoption of a customer orientation among employees and elicit greater commitment to the company and its goals. Examines four specific persuasion strategies: defining the customer satisfaction link; encouraging self-efficacy; providing rewards; and creating…

Reardon, Kathleen K.; Enis, Ben

1990-01-01

421

CONSUMPTIVE ATTITUDES AND CUSTOMER SERVICE PERCEPTIONS AMONG NEW ENGLAND ANGLERS  

Microsoft Academic Search

This study explores the nature of the re- lationship between consumptive attitudes towards fishing; twelve individual customer service items; satisfaction with facilities, services, information, and the recreation experience; and overall quality of experience for a diverse group of anglers at New England lakes. Recent attention to customers and their experiences and attitudes has increased inter- est of both managers and

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

422

Customer-focused Internet commerce at Cisco Systems  

Microsoft Academic Search

The rapid growth in electronic commerce places strong demands on business practices to meet customer needs in a timely and cost-effective manner. This article outlines some of the tools developed by Cisco to facilitate this growth while achieving excellent customer care and employee satisfaction. Attention is given to the steps Cisco has taken to organize to meet these dual objectives

S. Cho

1999-01-01

423

A CONJOINT ANALYSIS OF ONLINE CONSUMER SATISFACTION1  

Microsoft Academic Search

The ability to measure the level of customer satisfaction with online shopping is essential in gauging the success and failure of e-commerce. To do so, Internet businesses must be able to determine and understand the values of their existing and potential customers. Hence, it is important for IS researchers to develop and validate a diverse array of metrics to comprehensively

L. Christian Schaupp; France Bélanger

2005-01-01

424

Values, Optimum Stimulation and Brand Loyalty: New Scales in New Populations  

Microsoft Academic Search

The new emphasis on relationships in marketing has spurred a resurgence of interest in brand loyalty and the positive effect of brand loyalty on company profitability and long-term survival have been well-documented in recent years. Recent research has begun to identify new types and sources of affect that might comprise and distinguish loyalty responses, especially from a phenomenological perspective. This

Seven M. Burgess; Mari Harris

1998-01-01

425

The California Loyalty Oath Digital Collection  

NSDL National Science Digital Library

In 1949, the Board of Regents of the University of California reacted to the Cold War and the Red Scare by imposing loyalty oaths. While the University of California regents had established a formal anticommunist policy in 1940, it was not until 1949 that the regents amended the state-mandated oath of allegiance to include an anticommunist clause. In the summer of 1950 thirty-one professors became "non-signers" and were dismissed. This digital collection of over 3500 pages of electronic text, 30 images, and 15 audio clips document this controversy. It brings together items from four different repositories at the University of California, including The Bancroft Library and the Young Research Library. First-time users should read the brief introduction, and then move along to the "Timeline" area. The "Timeline" includes links to relevant primary documents, photos, and audio files that document this difficult and controversial period. Finally, visitors can browse around at their leisure through the various files and also search for specific items.

426

The linkage between employee and patient satisfaction in home healthcare.  

PubMed

Greater accountability for patient outcomes, reduced reimbursement, and a protracted nursing shortage have made employee and patient satisfaction results central performance metrics and strategic imperatives in healthcare. Key questions are whether the two interact and if so, how can that relationship be leveraged to obtain maximum gains in both employee and patient satisfaction. This article examines the experience of a large, nonprofit home care agency in exploring these issues. The agency found that organizational commitment to patient care and customer service are fundamental to patient satisfaction. The more employees perceived that the organization is focused on quality and customers, the more patient satisfaction increased. Among nurses, work-life balance, fair compensation, and regard for employees all influenced patient satisfaction. PMID:19350879

Rosati, Robert J; Marren, Joan M; Davin, Denise M; Morgan, Cynthia J

2009-01-01

427

Leadership and satisfaction in change commitment.  

PubMed

Managerial transformational leadership skills may directly influence banking counter staff toward change commitment and improve job satisfaction and service quality, or the influence instead may be mediated by change commitment. For a sample comprised of 246 managers from four large Taiwanese banks, the following path relationships were tested: (1) the association of transformational leadership with change commitment, (2) the association of change commitment with job satisfaction, and (3) the direct or indirect (through the mediation of change commitment) effect of transformational leadership on job satisfaction. Regression was utilized to gain insight into the effects of transformational leadership and change commitment on job satisfaction. Transformational leadership may foster change by providing psychological support to the banking counter staff, enabling them to use their skills to meet the needs of individual customers in response to complex environments. PMID:21879618

Yang, Yi-Feng

2011-06-01

428

Close Look at Hybrid Vehicle Loyalty and Ownership  

SciTech Connect

In a news release dated April 9, 2012, Polk stated that only 35% of hybrid owners bought a hybrid again when they returned to market in 2011. These findings were based on an internal study conducted by Polk. The study also indicated that if repurchase behavior among the high volume audience of Toyota Prius owners wasn t factored in; hybrid loyalty would drop to under 25%. This news release has generated a lot of interest and concern by the automobile industry as well as consumers, since it was published, and caused many to think about the idea of hybrid loyalty as well as factors that influence consumers. Most reactions to the 35% hybrid loyalty dealt with concerns of the viability of hybrid technology as part of the solution to address transportation energy challenges. This paper attempts to shed more light on Polk s hybrid loyalty study as well as explore several information sources concerning hybrid loyalty status. Specifically, major factors that might impact the selection and acquisition of hybrid vehicles are addressed. This includes investigating the associations between hybrid market shares and influencing factors like fuel price and hybrid incentives, as well as the availability of hybrid models and other highly fuel efficient vehicle options. This effort is not in-depth study, but rather a short study to see if Polk s claim could be validated. This study reveals that Polk s claim was rather misleading because its definition of loyalty was very narrow. This paper also suggests that Polk s analysis failed to account for some very important factors, raising the question of whether it is fair to compare a vehicle drive train option (which hybrids are) with a vehicle brand in terms of loyalty and also raises the question of whether hybrid loyalty is even a valid point to consider. This report maintains that Polk s study does not prove that hybrid owners were dissatisfied with their vehicles, which was a common theme among reporting news agencies when Polk initially released their findings. In this brief review, the team has looked at factors that might contribute to a consumer choosing to not purchase a hybrid; including the increase in manufacture s overall vehicle mpg and the percentage of the vehicle market owned by hybrids.

Hwang, Ho-Ling [ORNL] [ORNL; Chin, Shih-Miao [ORNL] [ORNL; Wilson, Daniel W [ORNL] [ORNL; Oliveira Neto, Francisco Moraes [ORNL] [ORNL; Taylor, Rob D [ORNL] [ORNL

2013-01-01

429

The role of organizational service climate in generating control and empowerment among workers and customers  

Microsoft Academic Search

Previous studies have found a relationship between service climate and customerssatisfaction. This paper presents two studies that used structural equation modeling to examine the role of control and empowerment in mediating this relationship. In the first study, questionnaires were administered to 113 pairs of customers and service workers. The results show that service climate is related to a customer's

Dana Yagil; Iddo Gal

2002-01-01

430

Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation  

Microsoft Academic Search

Integrating theories from leadership, emotion management, affectivity, and customer service, this study examines how transformational leadership leads to favourable customer intentions via the mediation of service employees' emotion regulation, job satisfaction, and their service performance and via the moderation of employee negative affectivity. Results obtained from data of 204 matched sets of managers, service employees, and customers show that the

Aichia Chuang; Timothy A. Judge; Yuann Jun Liaw

2011-01-01

431

Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation  

Microsoft Academic Search

Integrating theories from leadership, emotion management, affectivity, and customer service, this study examines how transformational leadership leads to favourable customer intentions via the mediation of service employees' emotion regulation, job satisfaction, and their service performance and via the moderation of employee negative affectivity. Results obtained from data of 204 matched sets of managers, service employees, and customers show that the

Aichia Chuang; Timothy A. Judge; Yuann Jun Liaw

2012-01-01

432

What factors influence customer-oriented prosocial behavior of customer-contact employees?  

Microsoft Academic Search

Purpose – The purpose of this study is to analyze the structural relationship between empowerment, service training, service reward, job attitudes such as job satisfaction and organizational commitment, and customer-oriented prosocial behavior of employees. Design\\/methodology\\/approach – The research question is examined using a sample of Korean hotel employees. Structural equation analysis is used to test various research hypotheses and examine

Yong-Ki Lee; Jung-Heon Nam; Dae-Hwan Park; Kyung Ah Lee

2006-01-01

433

What Accounts for Students' Loyalty? Some Field Study Evidence  

ERIC Educational Resources Information Center

Purpose: Public funding of institutions offering higher education is becoming scarcer, more complex, and to an ever-increasing extent performance-based. Concerning the teaching area the financing is partly based on student credits and professional degrees. Thus student loyalty has become an important strategic theme. The purpose is to study…

Helgesen, Oyvind; Nesset, Erik

2007-01-01

434

Exit and Voice: Organizational Loyalty and Dispute Resolution Strategies  

ERIC Educational Resources Information Center

This study compares workplace dispute resolution strategies (exit, voice and toleration) in matched pairs of conventional and worker-owned cooperative organizations operating in three industries--coal mining, taxicab driving and organic food distribution. Building on Hirschman's classic exit, voice and loyalty thesis, this research demonstrates…

Hoffmann, Elizabeth A.

2006-01-01

435

Brand Loyalty and Marketing Strategy: An Application to Home Appliances  

Microsoft Academic Search

In the academic literature, the modelling of brand choice and switching behavior has a long history for frequently purchased packaged goods. Comparable efforts with consumer durable goods, however, are generally absent. This paper presents an application of the brand switching model proposed by Colombo and Morrison (1989) to a set of four major home appliances. Appliance brand loyalty, however, is

Barry L. Bayus

1992-01-01

436

Outsourcing satisfaction gives system a boost.  

PubMed

One might expect Kristin Baird, RN, MHA, the author of a book about customer service in health care and vice president of business development at the small central Wisconsin health system Watertown Area Health Services, to know the value of measuring patient satisfaction. That assumption is correct. And since the system and its hospital, five clinics, and two senior housing complexes already engage in external benchmarking of financial and quality indicators, you might expect that they did the same with patient satisfaction. But here, you'd be wrong. PMID:11272306

2001-02-01

437

The role of post-adoption phase trust in B2C e-service loyalty: towards a more comprehensive picture  

NASA Astrophysics Data System (ADS)

Despite the extensive interest in trust within information systems (IS) and e-commerce disciplines, only few studies examine trust in the post-adoption phase of the customer relationship. Not only gaining new customers by increasing adoption, but also keeping the existing ones loyal, is largely considered important for e-business success. This paper scrutinizes the role of trust in customer loyalty, focusing on B2C e-services by conducting a three-sectional literature review stemming from IS, e-commerce and marketing. The key findings of this study are: 1. Literature discussing the role of trust after the adoption phase is relatively scarce and fragmented 2. In the empirical testing trust is mostly viewed as a monolith 3. Quantitative research methods dominate the field 4. Since trust may play a role during the whole relationship, also dynamic ways to scrutinize trust would be appropriate. Implications of these findings are discussed and ideas for further research suggested.

Mäntymäki, Matti

438

[The costumer's satisfaction in the nursing assistance evaluation].  

PubMed

This study detaches the importance of the perception of the customer in the process of evaluation of the nursing assistance. Through of bibliographical study research in the period understood between 1990 and 2004. This study reviewed on customer's satisfaction, where had been identified to concepts and publications that approached the perception of the customer as important factor in the evaluation of the nursing assistance. Thus, concluding, that customer has important paper in the attainment of the resulted real of the offered assistance, therefore characterizes as source of opinions and suggestions assisting in the process of evaluation. PMID:17340733

Polizer, Regiane; D'Innocenzo, Maria

2006-01-01

439

Custom controls  

NASA Astrophysics Data System (ADS)

Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

Butell, Bart

1996-02-01

440

AutoMOPS- B2B and B2C in mask making: Mask manufacturing performance and customer satisfaction improvement through better information flow management using generic models and standardized languages  

NASA Astrophysics Data System (ADS)

Semiconductor manufacturing has become a global business, in which companies of different size unite in virtual enterprises to meet new opportunities. Therefore Mask manufacturing is a key business, but mask ordering is a complex process and is always critical regarding design to market time, even though mask complexity and customer base are increasing using a wide variety of different mask order forms which are frequently faulty and very seldom complete. This is effectively blocking agile manufacturing and can tie wafer fabs to a single mask The goal of the project is elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and production stages, which will allow automation of the mask preparation. To cover these new techniques and their specifications as well as the common ones with automated tools a special generic Meta-model will be generated, based on the current standards for mask specifications, including the requirements from the involved partners (Alcatel Microelectronics, Altis, Compugraphics, Infineon, Nimble, Sigma-C), the project works out a pre-normative standard. The paper presents the current status of work. This work is partly funded by the Commission of the European Union under the Fifth Framework project IST-1999-10332 AutoMOPS.

Filies, Olaf; de Ridder, Luc; Rodriguez, Ben; Kujiken, Aart

2002-03-01

441

Predicting health plan member retention from satisfaction surveys: the moderating role of intention and complaint voicing.  

PubMed

Many health plans have tried to increase member retention by improving their scores on customer satisfaction surveys. However, prior research has demonstrated weak relationships between member satisfaction and retention, suggesting that other variables are needed to understand how satisfaction impacts member retention. In a longitudinal study 4,806 health plan members who completed satisfaction surveys were re-assessed three years later; we compared measures of satisfaction, intention, and complaining behavior from voluntary disenrollees and retained members. The relationship between satisfaction and retention was moderated by members' intentions to disenroll. The findings suggest that health plans can enhance the predictive validity of their satisfaction surveys by including measures of both satisfaction and intentions. PMID:19064478

Huppertz, John W

2008-01-01

442

76 FR 2395 - Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner...  

Federal Register 2010, 2011, 2012, 2013, 2014

...and to allow 60 days for public comment in response to the notice. This notice solicits comments on voluntary customer satisfaction service surveys to implement Executive Order 12862. DATES: Submit either electronic or written comments on...

2011-01-13

443

77 FR 20887 - Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...  

Federal Register 2010, 2011, 2012, 2013, 2014

...public comment in response to the notice. This notice solicits comments on the information needed to measure customer satisfaction with delivered products and services. DATES: Written comments and recommendations on the proposed...

2012-04-06

444

Establishing an inventory management process to meet high customer service levels in a vaccines organization  

E-print Network

Inventory management is a complex aspect of Supply Chain Management that is frequently discussed and debated due to the fact that it has a high impact on customer satisfaction as well as financial performance. This thesis ...

Wonsowicz, Johanna Christine

2010-01-01

445

The Effects of the Perceived Motivation Type toward Corporate Social Responsibility Activities on Customer Loyalty  

Microsoft Academic Search

Corporate social responsibility (CSR) activities have been shown to be potential factors that can improve corporate image and increase the ability of corporations to compete. However, most previous studies related to CSR activities investigated how these activities influence product and corporate evaluation, as well as corporate image. In addition, some researchers treated consumers’ perceptions of corporate motives as moderator variables

Kyungjin Kim

2009-01-01

446

Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels  

Microsoft Academic Search

This study investigated factors that influence consumer purchasing decisions for two hotel segments: full-service and limited-service. Results from an online survey indicated that full-service hotel guests were more likely to be reward program members and be emotionally attached to their preferred brand. Price was the most important factor for limited-service guests’ purchase decisions, while both price and utility were important

Sarah Tanford; Carola Raab; Yen-Soon Kim

447

The variables of effecting customer loyalty in Chinese online game market  

Microsoft Academic Search

Since the early 2000's, the online games have been recognized as a major profit model within e-commerce and have been developed into the core of the world cultural industries. However, Chinese online game industry has encountered higher competition in global market. To survive successfully in today's competitive online game markets, Chinese online game companies need to determine what motivates their

Yong Xiang; Sang Chul Lee; Xiaofeng Li

2005-01-01

448

Investigating the Effect of Festival Visitors' Emotional Experiences on Satisfaction, Psychological Commitment, and Loyalty  

E-print Network

psychologists. Of those behaviorists, John B. Watson (1878-1958), Ivan P. Pavlov (1849-1936), Edward L. Thorndike (1874-1949), and Burrlus F. Skinner (1904- 1990) took the lead in the development of classical S-R behaviorism (Snodgrass, Levy- Berger, & Haydon..., Pavlov (1927), in his book, Conditioned Reflexes, conducted a laboratory experiment on dogs? salivary reflex response to stimuli (Snodgrass et al., 1985; White, 1993). A bell-like sound was the conditioned stimulus, whereas the smell and/or the sight...

Lee, Ji Yeon

2010-01-16

449

Relationship between Whistle-Blowing and Job Satisfaction and Organizational Loyalty at Schools in Turkey  

ERIC Educational Resources Information Center

This paper examines whistle-blowing at schools in Turkey. Firstly, wrongdoings observed by teachers at schools, and their preference for reporting these were analyzed. Then, differences between the teachers, who blew whistle and the others who did not were examined according to the research variables. The study group involved 283 teachers. The…

Gokce, Asiye Toker

2013-01-01

450

Personal incentives for participation in summer children's camps: Investigating their relationships with satisfaction and loyalty  

Microsoft Academic Search

The objective of this study was to investigate consumer behaviour issues in a summer children's camp setting. Specifically, the study aimed to: (a) identify the personal incentives that drive children to participate in summer camps, (b) test gender and age differences in children's personal incentives, and (c) investigate which of the incentives are the most important ones in predicting children's

Konstantinos Alexandris; Charilaos Kouthouris

2005-01-01

451

Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland  

Microsoft Academic Search

This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between

Heikki Karjaluoto; Lasse Jarvenpaa; Ville Kauppi

2009-01-01

452

A Ubiquitous NFC Solution for the Development of Tailored Marketing Strategies Based on Discount Vouchers and Loyalty Cards  

PubMed Central

Because of the global economic turmoil, nowadays a lot of companies are adopting a “deal of the day” business model, some of them with great success. Generally, they try to attract and retain customers through discount coupons and gift cards, using, generally, traditional distribution media. This paper describes a framework, which integrates intelligent environments by using NFC, oriented to the full management of this kind of businesses. The system is responsible for diffusion, distribution, sourcing, validation, redemption and managing of vouchers, loyalty cards and all kind of mobile coupons using NFC, as well as QR codes. WingBonus can be fully adapted to the requirements of marketing campaigns, voucher providers, shop or retailer infrastructures and mobile devices and purchasing habits. Security of the voucher is granted by the system by synchronizing procedures using secure encriptation algorithms. The WingBonus website and mobile applications can be adapted to any requirement of the system actors. PMID:23673675

Borrego-Jaraba, Francisco; Garrido, Pilar Castro; García, Gonzalo Cerruela; Ruiz, Irene Luque; Gómez-Nieto, Miguel Ángel

2013-01-01

453

A ubiquitous NFC solution for the development of tailored marketing strategies based on discount vouchers and loyalty cards.  

PubMed

Because of the global economic turmoil, nowadays a lot of companies are adopting a "deal of the day" business model, some of them with great success. Generally, they try to attract and retain customers through discount coupons and gift cards, using, generally, traditional distribution media. This paper describes a framework, which integrates intelligent environments by using NFC, oriented to the full management of this kind of businesses. The system is responsible for diffusion, distribution, sourcing, validation, redemption and managing of vouchers, loyalty cards and all kind of mobile coupons using NFC, as well as QR codes. WingBonus can be fully adapted to the requirements of marketing campaigns, voucher providers, shop or retailer infrastructures and mobile devices and purchasing habits. Security of the voucher is granted by the system by synchronizing procedures using secure encriptation algorithms. The WingBonus website and mobile applications can be adapted to any requirement of the system actors. PMID:23673675

Borrego-Jaraba, Francisco; Garrido, Pilar Castro; García, Gonzalo Cerruela; Ruiz, Irene Luque; Gómez-Nieto, Miguel Angel

2013-01-01

454

Dissatisfaction with Satisfaction.  

ERIC Educational Resources Information Center

Data from a 1977 telephone survey of 501 urban to rural North Carolina migrants show global satisfaction measures reflect more than is included in standard lists of community attributes and reflect satisfaction with few attributes in particlar. The analysis demonstrates community satisfaction can help explain respondents' potential for moving…

Sofranko, Andrew J.; Fliegel, Frederick C.

1984-01-01

455

Teaching Satisfaction Scale  

ERIC Educational Resources Information Center

The present study proposes a teaching satisfaction measure and examines the validity of its scores. The measure is based on the Life Satisfaction Scale (LSS). Scores on the five-item Teaching Satisfaction Scale (TSS) were validated on a sample of 202 primary and secondary school teachers and favorable psychometric properties were found. As…

Ho, Chung-Lim; Au, Wing-Tung

2006-01-01

456

Perceived homogeneity and familial loyalty between Chinese and Americans  

Microsoft Academic Search

On the basis of both previous and recent research on intercultural perceptions (Lee & Ottati, 1993; Triandis & Vassiliou,\\u000a 1967), it is hypothesized that perceived group homogeneity would be intimately related to familial loyalty (or commitment)\\u000a and stability. A cross-cultural questionnaire study was conducted both in the People’s Republic of China (n=182) and in the\\u000a United States of America (n=182).

Yueh-Ting Lee

1993-01-01

457

The service quality-satisfaction link revisited: exploring asymmetries and dynamics  

Microsoft Academic Search

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption\\u000a of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality\\u000a and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that\\u000a functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose

Tomas Falk; Maik Hammerschmidt; Jeroen J. L. Schepers

2010-01-01

458

UNDERSTANDING ORGANIZATION-CUSTOMER LINKS IN SERVICE SETTINGS  

Microsoft Academic Search

We develop a framework of service-unit behavior that begins with a unit's leader's service-focused behavior and progresses through intermediate links (service climate and customer-focused organizational citizenship behavior) to customer satisfaction and then unit sales. Data from a sample of 56 supermarket departments provide at least moderate support for our mediational hypotheses. We discuss findings with a particular focus on the

BENJAMIN SCHNEIDER; MARK G. EHRHART; DAVID M. MAYER; JESSICA L. SALTZ; KATHRYN NILES-JOLLY

459

Exploring satisfaction in business-to-business services: a path-analytic approach  

Microsoft Academic Search

In this article, we propose a path-analytic approach to model the relationships among overall satisfaction, satisfaction with\\u000a higher order performance domains and the lower order performance attributes for business-to-business services. The model is\\u000a estimated using data from the business customers of a large provider of electronics products and services. Our results show\\u000a that overall satisfaction in such contexts may be

Piyush Kumar; Mayukh Dass; Omer Topaloglu

2011-01-01

460

Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context  

ERIC Educational Resources Information Center

This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results…

Thomas, James L.; Cunningham, Brent J.

2009-01-01

461

The impact of employee satisfaction on quality and profitability in high-contact service industries  

Microsoft Academic Search

The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high-contact service industries. Based on an empirical study of 206 service shops in Hong Kong,

Rachel W. Y. Yee; Andy C. L. Yeung; T. C. Edwin Cheng

2008-01-01

462

Does Psychological Empowerment Mediate the Relationship Between Psychological Climate and Job Satisfaction?  

Microsoft Academic Search

This study tested a model in which empowerment was hypothesised to mediate the relationship between psychological climate and job satisfaction. Individual levels of negative affectivity were controlled for. The sample consisted of 174 customer service employees (59% female and 39% male). Support was found for a model in which empowerment mediated the relationship between climate and job satisfaction, the dimensions

Sally A. Carless

2004-01-01

463

Brand Loyalty: Emotional Devotion or Rational Behavior - A Study on Mobile Telephones from Eskisehir Turkey  

Microsoft Academic Search

Purpose - The purpose of this paper is to determine the factors that lead to brand loyalty. These factors have not yet been clearly defined because so many situational and transient agents play roles in its development. We ask questions about who, when, why, for how long, for what types of products, and under what conditions brand loyalty occurs in

N. Figen Ersoy; Nuri Çalik

464

Marketing Tactics and Parents' Loyalty: The Mediating Role of School Image  

ERIC Educational Resources Information Center

Purpose: This paper aims to investigate how marketing tactics can enhance parents' loyalty in the educational context. Building on extant research, it proposes an integrated framework in which perceived marketing tactics are related to school image, which in turn is related to parents' loyalty. Design/methodology/approach: Five marketing tactics…

Li, Chung-Kai; Hung, Chia-Hung

2009-01-01

465

Measuring service quality in retail loyalty programmes (LPSQual) : Implications for retailers' retention strategies  

Microsoft Academic Search

Purpose – This research aims to empirically develop a reliable and valid scale for measuring the service quality of retail loyalty programmes (loyalty programme service quality (LPSQual)) in the context of department stores and superstores in Malaysia. Design\\/methodology\\/approach – By adapting the process proposed by Churchill for developing measures of marketing constructs, an instrument to assess LPSQual in Malaysia is

Nor Asiah Omar; Rosidah Musa

2011-01-01

466

Toward an Understanding of Donor Loyalty: Demographics, Personality, Persuasion, and Revenue  

Microsoft Academic Search

Donor loyalty is linked to revenue generation in nonprofit organizations. This study utilized a consumer-based marketing approach to donors and their contributions via examining loyalty to nonprofit organizations. Through a detailed literature review that identified five specific hypotheses, tested using a secondary analysis of a large survey, and the design and implementation of a second (online) survey, this article empirically

Norm OReilly; Steven Ayer; Ann Pegoraro; Bridget Leonard; Sharyn Rundle-Thiele

2012-01-01

467

Professional and Institutional Morality: Building Ethics Programmes on the Dual Loyalty of Academic Professionals  

ERIC Educational Resources Information Center

Most professionals have the arduous task of managing their own dual loyalty: in one contextual relationship, they are members of a profession while simultaneously they are employed as members of a locally established organisation. This sense of a dual loyalty has to be taken into account when professional bureaucracies develop ethics programmes.…

Nijhof, Andre; Wilderom, Celeste; Oost, Marlies

2012-01-01

468

Determinants of guest loyalty to international tourist hotels—a neural network approach  

Microsoft Academic Search

This paper discusses two issues arising from employing artificial neural networks (ANNs) as the tool for analyzing the guest loyalty toward international tourist hotels. The first issue comes to investigate how ANNs model the determinants of business travelers’ loyalty toward international tourist hotels. The second issue focuses on comparing the results from ANNs with those from logistic regression models. ANNs

Sheng-Hshiung Tsaur; Yi-Chang Chiu; Chung-Huei Huang

2002-01-01

469

Teacher Loyalty of Elementary Schools in Taiwan: The Contribution of Gratitude and Relationship Quality  

ERIC Educational Resources Information Center

Gratitude was an important missing factor in the extant relationship quality and relationship loyalty model. We introduced gratitude into the model of relationship quality and relationship loyalty. Two hundred and eighteen teachers from elementary schools in Taiwan were used to conduct an empirical research. The results show that teachers'…

Ting, Shueh-Chin; Yeh, Liang-Yin

2014-01-01

470

The Influence of Store Image on Store Loyalty in Hong Kong's Quick Service Restaurant Industry  

Microsoft Academic Search

Studies considering links between store image and store loyalty, especially in an Asian context, are sparse. This article explores the relationship between store image and store loyalty in the Hong Kong fast-food industry. A survey of 200 users of fast-food restaurants revealed that functional attributes of store image are more accurate than psychological attributes when predicting the degree of store

Gerard Prendergast; Ho Wai Man

2002-01-01

471

The influence of price and brand loyalty on store brands versus national brands  

Microsoft Academic Search

This article investigates how price and brand loyalty of three frequently purchased product categories can influence the purchase decision process of store brands versus national brands. A multinomial logit model was constructed to analyse the data obtained from a consumer panel. The results confirmed that brand loyalty is the main variable which influences the purchase decision process of both national

Francisco Javier Rondán Cataluña; Antonio Navarro García; Ian Phau

2006-01-01

472

The value of participation in virtual consumer communities on brand loyalty  

Microsoft Academic Search

Purpose – To examine the effects of consumers' lurking and posting behaviors in virtual consumer communities on specific brand loyalty. Design\\/methodology\\/approach – An online survey of a virtual community of Apple computer users was conducted to test a model of involvement, participation, loyalty, trust, and attitudes toward the brand exist in messages within the community. Findings – The causes and

Rong-an Shang; Yu-chen Chen; Hsueh-jung Liao

2006-01-01

473

The behavioral consequences of service quality: an empirical study in the chinese retail pharmacy industry.  

PubMed

This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting. PMID:25751316

Chen, Yuwen; Fu, Frank Q

2015-01-01

474

MESA 2007MESA 2007MESA 2007MESA 2007 Panel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land  

E-print Network

» that is to say the kurdish « ethnicity » during the Middle Ages (what is a Kurd ? ) the second concernsMESA 2007MESA 2007MESA 2007MESA 2007 Panel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty

Paris-Sud XI, Université de

475

The roles of hotel identification on customer-related behavior  

Microsoft Academic Search

Purpose – Past researches have not explored the roles of staff's hotel identification on customer-related behaviors and the relationship between hotel identification inducing factors (trust in supervisor, job satisfaction, perceived external prestige) and hotel identification. The purpose of this paper is to examine the roles of staff's hotel identification as a mediator of the relationship between hotel identification inducing factors

Nak Hwan Choi; Yen-Soon Kim

2011-01-01

476

Customer perceptions of e-service quality in online shopping  

Microsoft Academic Search

Purpose – This paper develops a research model to examine the relationship among e-service quality dimensions and overall service quality, customer satisfaction and purchase intentions. Design\\/methodology\\/approach – Data from a survey of 297 online consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural

Gwo-Guang Lee; Hsiu-Fen Lin

2005-01-01

477

Customer Aggression, Emotional Exhaustion, and Hotel Employee Outcomes: A Study in the United Arab Emirates  

Microsoft Academic Search

The purpose of this study is to develop and test a conceptual model that investigates emotional exhaustion as a mediator of the effects of customer aggression on life satisfaction and turnover intentions. The model also examines supervisor support as a moderator of the relationships among customer aggression, emotional exhaustion, and the previously mentioned outcomes. Data were gathered from a sample

Osman M. Karatepe

2011-01-01

478

Perceived service quality : Analyzing relationships among employees, customers, and financial performance  

Microsoft Academic Search

Purpose – The purpose of this paper is to show how firms can enhance their service quality to increase customer satisfaction and thus financial performance? In answer to this question, four factors (i.e. employees, perceived service quality, customers, and financial performance) are critical to the success of service firms. The purpose of this research is to provide a research framework

Dong Kyoon Yoo; Jeong Ah Park

2007-01-01

479

Customer Orientation or Competitor OrientationWhich Marketing Strategy Has a Higher Payoff for Hotel Brands?  

Microsoft Academic Search

This study of hotels representing thirty-seven brands from fifty-six countries uncovers the market conditions under which investing resources in specific market strategies leads to higher performance. Specifically, the authors identified, for the first time in an international context, the circumstances under which customer orientation (acquisition, satisfaction, and retention of customers) alone has a higher payoff or when simply investing resources

Chekitan Dev; Kevin Zheng Zhou; Jim Brown; Sanjeev Agarwal

2009-01-01

480

Effects of customer expertise on spillovers between products and services : An exploratory study on mobile communications  

Microsoft Academic Search

Purpose – Based on associative network theory and a service systems perspective, this study aims to investigate the spillover effects of quality and customer satisfaction between products and services and, in particular, the role of customer expertise in this process. Design\\/methodology\\/approach – Overall, 457 valid responses were collected through a questionnaire survey. Structural equation modeling was used to test the

Yi Ding; Kai-Hin Chai

2012-01-01

481

[Motivation and satisfaction of residents in urology].  

PubMed

To address the increasing shortage of qualified residents, which leads to further discontent and additional on-call rotations for the remaining physicians, an analysis of the current situation was performed. Stress in the daily working routine, not enough free time, too little pay, or too little compensatory time off for overtime as well as inadequate options for continuing education were reported to be the main elements of dissatisfaction. The economic pressure of day-to-day work continues to define the physician's role and places demands on the medical staff by burdening them with nonmedical and administrative tasks.The major causes mentioned were staff shortage and lack of support provided by supervisors and the administration. For this reason, human resource development should be considered a strategic and central goal. This requires a normative, cross-functional approach at all levels of management and inclusion of personnel departments in the strategic processes of the hospital. The most important aspects for resident satisfaction were the work environment, acceptable work-life balance and remuneration, compensation for overtime, and quality of available continuing education, which is often rated as being insufficient.Effective strategies to improve the motivation of residents comprise offering opportunities for structured continuing education, optimizing the everyday work processes, and involving employees in social networks. The establishment of feedback strategies, including recognition of residents' achievements, will help to ensure their loyalty and identification with their clinic. This can serve as a preventive measure to offset any potential willingness to change jobs. PMID:20640397

Enzmann, T; Buxel, H; Benzing, F

2010-08-01

482

CUSTOMER SURVEY BENEFITS INFORMATION  

E-print Network

Benefits Center (CBC) Webpage Employee Benefits Information System (EBIS) The Benefits Line 4. Were you. Program Area: Yes No 5. Please rate your satisfaction with the ease of obtaining information. Please rate your satisfaction with the responsiveness of the staff. somewhat dissatisfied neutral

483

Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development  

Microsoft Academic Search

Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of relationship strength and a supplier's offerings, and customer share development is the change in customer share between two periods.

Peter C. Verhoef; Bas Donkers; Fred Langerak; Peter Leeflang; Loren Lemon

2003-01-01

484

Correlates of Community Satisfaction.  

ERIC Educational Resources Information Center

Communities, defined as either physical or sociocultural entities, vary widely in reported levels of resident satisfaction. Dimensions of community characteristics were studied to assess their relative importance to resident community satisfaction. A questionnaire about various community characteristics such as social life, physical…

White, Michael J.

485

Dimensionality of Community Satisfaction.  

ERIC Educational Resources Information Center

Using factor analysis (both principal factor solutions and rotated factor solutions) to search for underlying statistical commonality among 12 indicators of community satisfaction in 6 Colorado communities, the research explores various dimensions of community satisfaction that may be important across different communities. The communities under…

Williams, R. Gary; Knop, Edward

486

Satisfaction and comparison income  

Microsoft Academic Search

This paper attempts to test the hypothesis that utility depends on income relative to a ‘comparison’ or reference level. Using data on 5,000 British workers, it provides two findings. First, workers' reported satisfaction levels are shown to be inversely related to their comparison wage rates. Second, holding income constant, satisfaction levels are shown to be strongly declining in the level

Andrew E. Clark; Andrew J. Oswald

1996-01-01

487

Deconstructing job satisfaction  

Microsoft Academic Search

In this paper I argue that standard treatments of job satisfaction have inappropriately defined satisfaction as affect and in so doing have obscured the differences among three separate, if related, constructs. These key constructs are overall evaluative judgments about jobs, affective experiences at work, and beliefs about jobs. I show that clearly separating these constructs is consistent with current, basic

Howard M. Weiss

2002-01-01

488

STUDENT SERVICES SATISFACTION  

E-print Network

STUDENT SERVICES SATISFACTION To perform an assessment of student services in order to inform students of services and to bring awareness to areas of improvement to both STUDENT SERVICES SATISFACTION PROJECT To perform an assessment of student services in order to inform students of services and to bring

Kostic, Milivoje M.

489

Lamb customer satisfaction in two Texas cities - - Dallas and Houston  

E-print Network

and Houston (n = 51) evaluated each cut for overall like (OLIKE), tenderness (TEND), juiciness (JUIC), flavor intensity (IFLAV), and flavor desirability (DFLAV) using 10- point scales (10 = extreme like, extremely tender, extremely juicy, extremely intense...

Maddock, Travis David

2001-01-01

490

Evaluation of Hotel Service Quality Based on Customer Satisfaction  

Microsoft Academic Search

It is commonly accepted that service industry is viewed as a gauge for market modernization. Many researches on service industry focus on the measurement of service quality. For hotel industry, one of general services industry, systematically theoretical research about the hotel service quality management is meaningful. This paper proposes a method to evaluate the hotel service quality in China. First,

Jing-hua Shi; Qiang Su

2007-01-01

491

Investigating the relationship between employee satisfaction and guest satisfaction  

Microsoft Academic Search

A study of six metropolitan, full-service hotels (involving 600 guests and 240 employees) found a statistical connection between employee satisfaction and guest satisfaction. Regarding employees' satisfaction, the data indicated that monetary factors can be dissatisfiers. The surest way to build employee satisfaction is to let employees know that their efforts are appreciated; that they can participate in decision making; and

Michael A. Spinelli; George C. Canavos

2000-01-01

492

Courtesy in caring. The patient as customer.  

PubMed

If you were paying $500 a night for a hotel room,. would you be happy if you were told you would be sharing it with a stranger? While such a question cannot be literally asked about a hospital experience, metaphorically it can be--and is--asked every time a patient enters a hospital. The idea of patient-as-consumer is not longer just another trendy concept but an integral part of the way many hospitals do business, and it's the hospital manager's responsibility to ensure the customer's satisfaction. PMID:10105899

DeBaca, V

1990-01-01

493

Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis  

Microsoft Academic Search

Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction- engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction- engagement and these business-unit outcomes. One implication is

James K. Harter; Frank L. Schmidt; Theodore L. Hayes

2002-01-01

494

The Effects of Lecturer Commitment on Student Perceptions of Teaching Quality and Student Satisfaction in Chinese Higher Education  

ERIC Educational Resources Information Center

Student satisfaction has become an important concept in higher education because students are paying higher tuition fees and increasingly seeing themselves as customers and because satisfaction is commonly used as an indicator of quality by quality assurance agencies and the compilers of rankings and league tables. In business organisations, it…

Xiao, Jian; Wilkins, Stephen

2015-01-01

495

Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study  

Microsoft Academic Search

This study employs a cross-cultural perspective to explore the antecedent role of service quality and satisfaction in the development of service customers' behavioral intentions. Specifically, due in large part to the differing theories offered in the literature as to the relationship between service quality and satisfaction and their effects on behavioral intentions, we examine the extent to which the causal

Michael K. Brady; Christopher J. Robertson

2001-01-01

496

Question # Complete Wording Short Phrase Dimension 1 Overall, I am a satisfied UCSD employee. Satisfied Employee Employee Effectiveness/Satisfaction  

E-print Network

. Satisfied Employee Employee Effectiveness/Satisfaction 2 I understand my department's mission. UnderstandQuestion # Complete Wording Short Phrase Dimension 1 Overall, I am a satisfied UCSD employee Department Effectiveness 15 My department routinely measures customer satisfaction with services and products

Jun, Suckjoon

497

Homeopathy satisfaction in Iran  

PubMed Central

Background: Patient satisfaction is a key indicator of the quality and effectiveness of a therapeutic method. Assessing the satisfaction of patients undergoing homeopathic therapy is essential in the early steps of educating the community, if suitable outcomes are to be achieved. Materials and Methods: This descriptive cross-sectional study was conducted in 2008 on 125 patients from the city of Isfahan. Patients aged above 15 years who had referred to the homeopathic practitioners and received homeopathic drugs for at least three times were randomly selected and included in the study. Patient satisfaction was assessed in three main areas (general health, physician performance, and symptoms relief) using a valid questionnaire. The results were compared with those of a similar study conducted in 2004 on 240 patients. Results: Mean score of satisfaction with homeopathic treatment was 77.48 ± 6.36 out of 100. In 2004, it was 77.4 ± 8.13. Median age was 36.41 ± 11.25 years. Median time of therapy was 16.80 ± 17.94 months. The highest level of satisfaction was related to relief of symptoms. Satisfaction of physician performance and improvement of general health came next. The degree of satisfaction with therapy was not significant between the different groups with regard to their sex and different levels of education, but there was significant difference in the duration of treatment. The four symptoms that showed better improvement in 2008 were headache, gastrointestinal (GI) disturbances, fatigue, and insomnia. Conclusions: After using homeopathy for several years, patients’ satisfaction was found to be still high. Shifting the area of satisfaction from general health to relief of symptoms could be related to physicians’ experiments for remedy selection. Scientific centers should do more surveys about the effectiveness of homeopathic treatment. Integration of homeopathy with medicine may bring in more success at less cost. It seems rational to support homeopathy as an effective practice. PMID:25400678

Mahmoudian, Ahmad; Sadri, Gholamhosein

2014-01-01

498

Faculty Satisfaction in Academic Medicine.  

ERIC Educational Resources Information Center

Describes the challenges and elements of satisfaction in academic medicine. Proposes a model of academic faculty satisfaction which postulates that organizational, job-related, and personal factors combine to develop self-knowledge, social knowledge, and satisfaction with outcomes of productivity, retention, and learner-patient satisfaction. (DB)

Nyquist, Julie G.; Hitchcock, Maurice A.; Teherani, Arianne

2000-01-01

499

Job satisfaction among Canadian orthodontists  

Microsoft Academic Search

Job satisfaction has been well researched for many professions, including general dentistry. The job satisfaction of orthodontists has not been adequately studied. The aims of this study were to describe job satisfaction among orthodontists and to determine characteristics associated with job satisfaction in the profession. A self-administered, anonymous survey was mailed to Canadian orthodontists. It included a modified version of

Stephen F Roth; Giseon Heo; Connie Varnhagen; Kenneth E Glover; Paul W Major

2003-01-01

500

Panofsky Agonisters: 1950 Loyalty Oath at Berkeley; Pief navigates the crisis  

SciTech Connect

In 1949-1951 the University of California was traumatized and seriously damaged by a Loyalty Oath controversy. Wolfgang K. H. Panofsky, a young and promising physics professor and researcher at Lawrence's Radiation Laboratory, was caught up in the turmoil.

Jackson, John David

2008-08-14