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1

Customer satisfaction and loyalty in online and offline environments  

Microsoft Academic Search

We address the following questions that are becoming increasingly important to managers in service industries: Are the levels of customer satisfaction and loyalty for the same service different when customers choose the service online versus offline? If yes, what factors might explain these differences? How is the relationship between customer satisfaction and loyalty in the online environment different from that

Venkatesh Shankar; Amy K. Smith; Arvind Rangaswamy

2003-01-01

2

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study  

Microsoft Academic Search

Presents the findings of a study performed on data from a large bank’s retail-banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve

Roger Hallowell

1996-01-01

3

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

4

Service loyalty : The effects of service quality and the mediating role of customer satisfaction  

Microsoft Academic Search

Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal

Albert Caruana

2002-01-01

5

The relationship between customer loyalty and customer satisfaction  

Microsoft Academic Search

Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer

John T. Bowen; Shiang-Lih Chen

2001-01-01

6

Factors influencing customer retention, satisfaction and loyalty in the South African banking industry.  

E-print Network

??Customer retention, loyalty and satisfaction are extremely important elements in any company’s strategy, especially in the highly competitive South African banking industry. Understanding the various… (more)

Craucamp, Frederik Willem

2012-01-01

7

The importance of customer satisfaction in explaining brand and dealer loyalty  

Microsoft Academic Search

The positive influence of customer satisfaction on brand and dealer loyalty is often taken for granted. In this study we attempted to prove whether this relationship really exists. In order to do so we examined the case of an automobile?dealer network. Three different types of customer satisfaction were distinguished: (a) satisfaction with the car; (b) satisfaction with the sales service

José M. M. Bloemer; Jos G. A. M. Lemmink

1992-01-01

8

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

9

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

10

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

11

Share of wallet in retailing: the effects of customer satisfaction, loyalty cards and shopper characteristics  

Microsoft Academic Search

In retailing, consumers typically patronize multiple outlets. Thus, an important issue is why consumers vary in how they divide their purchases across outlets and how outlets can get a greater share of consumer expenditures. Two potential avenues for increasing customer share are to raise customer satisfaction, and increase repeat purchase through loyalty cards. This study examines the effects of customer

Anne W. Mägi

2003-01-01

12

Towards an integrated model of customer service skills and customer loyalty : The mediating role of customer satisfaction  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the relationship between customer service skills and customers' loyalty through examining the mediation effect of customer satisfaction dimensions in Jordan's mobile service operators. Design\\/methodology\\/approach – To achieve the research objectives, data were collected from 1,350 subscribers in Jordan from which 1,007 were valid for the analysis. Utilizing structural equation modeling,

Amjad A. Abu-ELSamen; Mamoun N. Akroush; Fayez M. Al-Khawaldeh; Motteh S. Al-Shibly

2011-01-01

13

An examination of the relationship between service quality, customer satisfaction, and store loyalty  

Microsoft Academic Search

Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative attitude construct put forth by Dick and Basu. The results indicate that service quality influences relative attitude and satisfaction with department stores.

Eugene Sivadas; Jamie L. Baker-Prewitt

2000-01-01

14

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

15

Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market  

Microsoft Academic Search

Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular network operators in Germany this study tests hypotheses suggesting that CR, CL, and CS should be treated as differential constructs

Torsten J. Gerpott; Wolfgang Rams; Andreas Schindler

2001-01-01

16

The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France  

Microsoft Academic Search

The main objective of customer satisfaction programs is to increase customer retention rates. In explaining the link between customer satisfaction and loyalty, switching costs play an important role and provide useful insight. For example, the presence of switching costs can mean that some seemingly loyal customers are actually dissatisfied but do not defect because of high switching costs. Thus, the

Jonathan Lee; Janghyuk Lee; Lawrence Feick

2001-01-01

17

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

18

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

19

Perceived quality, customer satisfaction, and customer loyalty: the case of lexus in Taiwan  

Microsoft Academic Search

The purpose of this study is to examine overall customer satisfaction associated with Toyota's Lexus automobiles in Taiwan by applying Fornell et al.'s (1996) customer satisfaction index (CSI) model. By analysing a set of 320 Taiwanese Lexus owners of more than 7 months, the study uses the structural equation model with LISREL software to show that the perceived quality has

Chwo-ming Joseph Yu; Lei-yu Wu; Yu-ching Chiao; Hsing-shia Tai

2005-01-01

20

Low-Cost Airlines—A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting  

Microsoft Academic Search

Many organizations are now paying close attention in evaluating and implementing marketing strategies with the specific aim of improving customer retention. While extensive literature has focused on the link between service quality, satisfaction, and loyalty, little research has been conducted on examining these three constructs in the context of low cost airlines. Using questionnaire data collected at two European airports,

Neil Curry; Yuhui Gao

2012-01-01

21

Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context  

Microsoft Academic Search

Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs,\\u000a not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs,\\u000a mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework\\u000a linking all of these constructs in a business-to-business (B2B) service setting.

Shun Yin Lam; Venkatesh Shankar; M. Krishna Erramilli; Bvsan Murthy

2004-01-01

22

Building brand equity and customer loyalty  

SciTech Connect

Customer satisfaction and customer loyalty are two different concepts, not merely two different phrases measuring a single consumer attitude. Utilities having identical customer satisfaction ratings based on performance in areas like power reliability, pricing, and quality of service differ dramatically in their levels of customer loyalty. As competitive markets establish themselves, discrepancies in customer loyalty will have profound impacts on each utility`s prospects for market retention, profitability, and ultimately, shareholder value. Meeting pre-existing consumer needs, wants and preferences is the foundation of any utility strategy for building customer loyalty and market retention. Utilities meet their underlying customer expectations by performing well in three discrete areas: product, customer service programs, and customer service transactions. Brand equity is an intervening variable standing between performance and the loyalty a utility desires. It is the totality of customer perceptions about the unique extra value the utility provides above and beyond its basic product, customer service programs and customer service transactions; it is the tangible, palpable reality of a branded utility that exists in the minds of consumers. By learning to manage their brand equity as well as they manage their brand performance, utilities gain control over all the major elements in the value-creation process that creates customer loyalty. By integrating brand performance and brand equity, electric utility companies can truly become in their customers` eyes a brand - a unique, very special, value-added energy services provider that can ask for and deserve a premium price in the marketplace.

Pokorny, G. [Reports/Research International, Cambridge, MA (United States)

1995-05-01

23

The impact of satisfaction and image on loyalty: the case of Alpine ski resorts  

Microsoft Academic Search

Purpose – Customer satisfaction is seen to be one of the main determinants of loyalty. However, the relationship between customer satisfaction and loyalty does not seem to be linear, many researchers have reported doubts about the predictability of loyalty solely due to customer satisfaction ratings which ignore image as predictor of loyalty. This paper aims to address the issues. Design\\/methodology\\/approach

Rita Faullant; Kurt Matzler; Johann Füller

2008-01-01

24

The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services  

Microsoft Academic Search

The Korean mobile telecommunication services industry is entering a new transition period. This has been brought about by the market for mobile telecommunications reaching maturity, the launching of the IMT-2000 service and the scheduled introduction of mobile number portability. In response, the industry is shifting its strategic focus away from attracting new customers, towards retaining existing customers through the promotion

Moon-Koo Kim; Myeong-Cheol Park; Dong-Heon Jeong

2004-01-01

25

Customer satisfaction and retention in transition economies  

Microsoft Academic Search

Customer Satisfaction Index studies have become standard practice in many industries and individual companies for improving performance through increased customer loyalty. However, customer decision-making and satisfaction in transitional economies have so far been studied less extensively in systematic ways. This paper reports on major empirical research focusing on customer perceived quality, satisfaction, retention and loyalty measurements taken in North-West Russia.

L. Murgulets; J. Eklöf; I. Dukeov; I. Selivanova

2001-01-01

26

The contribution of emotional satisfaction to consumer loyalty  

Microsoft Academic Search

Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty, but this finding has been questioned in that most of the studies focus on measuring the cognitive component of customer satisfaction. This study includes the cognitive component, but focuses on the affective component. It explores the role of emotions in satisfaction, and then

Yi-Ting Yu; Alison Dean

2001-01-01

27

Distinguishing between satisfaction and loyalty: Conceptual, methodological & analytical differences  

SciTech Connect

This paper briefly presents a discussion of the conceptual definition of {open_quotes}Customer Satisfaction{close_quotes} followed by review of operational definitions of {open_quotes}Satisfaction{close_quotes} as a criterion variable and the kinds of predictor variables and analytic methods employed in its modeling. A model of {open_quotes}Customer Satisfaction{close_quotes} is presented developed by the discussed methodology. Conceptual and operational definitions of {open_quotes}Customer Loyalty{close_quotes} are then reviewed, contrasting the kinds of predictor variables and analytic methods most appropriate for understanding a {open_quotes}Loyalty{close_quotes} decision and how these differ from {open_quotes}Customer Satisfaction.{close_quotes} A more fully specified model of {open_quotes}Customer Loyalty{close_quotes} is presented. Finally, the risks of employing a {open_quotes}Satisfaction{close_quotes} methodology in modeling {open_quotes}Customer Loyalty{close_quotes} are discussed.

Hinson, K.A. [Illinois Power, Decatur, IL (United States)

1994-11-01

28

The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services  

Microsoft Academic Search

Purpose – Customer loyalty and positive word-of-mouth (WOM) have been traditionally two main goals aimed at by managers. Focusing on the online banking, the importance of these concepts is even greater due to the increasing competence in electronic commerce. Thus, the purpose of this paper is to characterize both concepts in the e-banking context. Design\\/methodology\\/approach – The influence of satisfaction

Luis V. Casaló; Carlos Flavián; Miguel Guinalíu

2008-01-01

29

Retail store loyalty: a comparison of two customer segments  

Microsoft Academic Search

Purpose – The purpose of this paper is to determine if various measures of loyalty (satisfaction, continued patronage and share of wallet) converge or diverge. A related objective of the study is to examine the relative efficacies of merchandise quality, interaction quality, price and store environment in inducing store loyalty for two customer segments of a national automotive parts and

Ugur Yavas; Emin Babakus

2009-01-01

30

An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty  

Microsoft Academic Search

Customer loyalty is a major strategic objective and focus in marketing. It has been suggested that brand reputation is a major driver of customer loyalty, and hence companies seek to increase the equity of their brands. Quality affects not only customer satisfaction, but also the reputation of the brand. Thus, both brand reputation and customer satisfaction are important determinants of

Fred Selnes

1993-01-01

31

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

32

Customer loyalty – a relevant concept for libraries?  

Microsoft Academic Search

In commercial contexts the concept of customer loyalty has received much attention, because there is perceived to be a link to profitability. A review of the theoretical work on this concept identifies that loyalty has both attitudinal and behavioural elements. Categories of loyals proposed by Dick and Basu are defined by the relationship between attitudinal and behavioural aspects of loyalty.

Jennifer Rowley; Jillian Dawes

1999-01-01

33

Testing Dick and Basu's Customer Loyalty Model  

Microsoft Academic Search

A widely cited model of customer loyalty is the typology proposed by Dick and Basu (1994) that depicts loyalty as a two-dimensional construct involving relative attitude and repeat patronage. However, while Dick and Basu conceptualise the loyalty construct, they do not operationalise it or provide empirical evidence of its predictive ability. This paper reports a test of the predictive ability

Ron Garland; Philip Gendall

2004-01-01

34

Internet retail customer loyalty: the mediating role of relational benefits  

Microsoft Academic Search

The application of technology-based self-service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in such contexts remains limited. This paper proposes a conceptual framework that utilizes the construct of relational benefits to explain the link between Internet-based self-service technology attributes and customer loyalty and satisfaction. The framework posits that confidence

Hsiu Ju Rebecca Yen; Kevin P. Gwinner

2003-01-01

35

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

36

Examining mediating role of attitudinal loyalty and nonlinear effects in satisfaction-behavioral intentions relationship  

Microsoft Academic Search

Purpose – This paper aims to examine the mediating role of attitudinal loyalty in the relationship between satisfaction and customer behavioral intentions such as willingness to pay more and internal and external complaining responses. It also seeks to examine the nonlinear effects in the relationship between satisfaction, attitudinal loyalty and behavioral intentions. Design\\/methodology\\/approach – The paper adopted the structural equation

Anand K. Jaiswal; Rakesh Niraj

2011-01-01

37

Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation  

Microsoft Academic Search

This study seeks to determine which restaurant experiences influence the image of a restaurant's brand and formation of customers' loyalty. The research examines the connections among restaurant experiences, brand image, satisfaction, and loyalty in the context of full-service restaurants. This study also investigates the moderating effect of customers' dining motivations on the formation of brand image. The results of this

Naehyun Jin; Sangmook Lee; Lynn Huffman

2012-01-01

38

Customer Satisfaction Incentives  

Microsoft Academic Search

Customer satisfaction incentive schemes are increasingly common in a variety of industries. We offer explanations as to how and when incenting employees on customer satisfaction is profitable and offer several recommendations for improving upon current practice. Faced with employee groups (including managers) who may have shorter time horizons than the firm, such systems enable a firm to use customer reaction

John R. Hauser; Duncan I. Simester; Birger Wernerfelt

1994-01-01

39

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

40

The Relationships between Patient Satisfaction and Loyalty in The Private Hospital Industry  

Microsoft Academic Search

Background: In today's competitive world, organizations' survival and success depends on satisfying customer needs and expectations. This is particularly important in health care sector where quality of service and customer relations are the key success factors. The purpose of this research was to determine whether there was a relationship between patient satisfaction and loyalty to the service provider. Methods: A

S Mortazavi; M Kazemi; A Shirazi; A Aziz-Abadi

2009-01-01

41

Customer satisfaction, customer retention, and market share  

Microsoft Academic Search

We provide a mathematical framework for assessing the value of cus- tomer satisfaction. The framework enables managers to determine which customer satisfaction elements have the greatest impact, and how much money should be spent to improve particular customer satisfac- tion elements. This makes it possible to hold customer satisfaction pro- grams accountable, in the way that other business programs are

ROLAND T. RUST; ANTHONY J. ZAHORIK

1993-01-01

42

The influence of loyalty programme membership on customer purchase behaviour  

Microsoft Academic Search

Purpose – In the retailing sector, consumers typically patronize multiple outlets, which leaves outlets striving to earn a greater portion of consumer expenditures. The purpose of this paper is to improve theoretical and empirical knowledge about the impact of retailing loyalty programmes on customer purchasing behaviour. Design\\/methodology\\/approach – The effects of two loyalty programmes on customer behaviour are studied through

Lars Meyer-Waarden

2008-01-01

43

Customer satisfaction and price tolerance  

Microsoft Academic Search

This study investigates the association between customer satisfaction and willingness-to-pay or price tolerance. The goal is not only to determine whether the association between customer satisfaction and price tolerance is positive or negative but also to gauge the degree of association. The Swedish Customer Satisfaction Barometer provides the data. The empirical analysis indicates a negative association between the level of

Eugene W. Anderson

1996-01-01

44

Partner-specific adaptations, performance, satisfaction, and loyalty in third-party logistics relationships  

Microsoft Academic Search

This paper addresses the question of the impact of alternative ways to partner-specific adaptations in third-party logistics\\u000a provider relationships upon performance, customer satisfaction, and the degree of customer loyalty. It offers a view of related\\u000a theory and a preliminary analysis of “request for quotation” documents. On this basis, several hypotheses are formulated.\\u000a A questionnaire survey and structural equation modeling (SEM)

Rudolf O. Large

2011-01-01

45

Predicting the Satisfaction and Loyalty of Adjunct Faculty  

ERIC Educational Resources Information Center

Satisfaction with the quality of students, autonomy, faculty support, honorarium, and preference for teaching were significant predictors of adjunct faculty loyalty. With the exception of autonomy, these factors along with a heavy teaching load, collaborative research with full-time faculty, and satisfaction with teaching schedule were predictive…

Hoyt, Jeff E.

2012-01-01

46

Effect of gender on customer loyalty: a relationship marketing approach  

Microsoft Academic Search

Purpose – This paper aims to investigate the role of gender in the association of relationship marketing underpinnings (namely trust, commitment, communication, and conflict handling) with customer loyalty. Design\\/methodology\\/approach – Data for the research were collected through a survey of customers of banks in Malaysia. Hierarchical Multiple Regression Analysis (HMRA) was used to estimate the moderation effect of gender in

Nelson Oly Ndubisi

2006-01-01

47

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

E-print Network

Introduction Today customers expect a higher level of satisfaction, better service, better prices, better quality, convenience. Retailers must deliver a smarter customer experience that creates new by informed employees are vital to a positive experience and help promote customer loyalty. If customers have

48

Corporate brand image, satisfaction and store loyalty : A study of the store as a brand, store brands and manufacturer brands  

Microsoft Academic Search

Purpose – To study the impact of the corporate store image on customer satisfaction and store loyalty in grocery retailing. Corporate (store) image is defined as the combined effect of how the retailer as a brand, manufacturer brands, and store brands are perceived. The reason for including store brands and manufacturer brands in this definition is that the image and

Rita Martenson

2007-01-01

49

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

50

Customer loyalty through co-creation in an independent retail setting  

Microsoft Academic Search

Purpose: This paper aims to provide a detailed overview of literature surrounding customer loyalty and co-creation. Literature building up to the combination of customer loyalty and co-creation in a retail setting is also reviewed. Research Question: Can co-creation of product and service value improve customer loyalty in an independent retail setting? Design\\/Methodology\\/Approach: Literature concerning co-creation and loyalty was explored. An

Alycia Edmonds

51

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

52

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 ...

53

FY12 MILITARY PROGRAMS CUSTOMER SATISFACTION  

E-print Network

FY12 MILITARY PROGRAMS CUSTOMER SATISFACTION SURVEY March 2013 #12;This report prepared by: Linda.1 Customer Demographics ------------------------------------------ 5 2.2 General Satisfaction Items ------------------------------------- 16 2.3 Specific Services Items ---------------------------------------- 17 2.4 Customer Comments

US Army Corps of Engineers

54

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2013 CFR

... 2013-10-01 false Customer satisfaction. 11.203 Section 11...Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well...

2013-10-01

55

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2012 CFR

... 2012-10-01 false Customer satisfaction. 11.203 Section 11...Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well...

2012-10-01

56

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2010 CFR

... 2010-10-01 false Customer satisfaction. 11.203 Section 11...Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well...

2010-10-01

57

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2011 CFR

... 2011-10-01 false Customer satisfaction. 11.203 Section 11...Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well...

2011-10-01

58

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

59

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

60

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

61

Strengthening the Quality–Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship  

Microsoft Academic Search

Customer loyalty has been suggested as the most important indicator of a firm's advantageous position relative to competitors. The effect of service quality on customer loyalty has been empirically proven in a variety of industries. For industries such as grocery wholesalers whose offerings seem to be almost homogeneous in the eyes of retail customers, by implication, service quality in itself

Pei Chao; Hsin-Pin Fu; Iuan-Yuan Lu

2007-01-01

62

Channel Coordination Mechanisms for Customer Satisfaction  

Microsoft Academic Search

We consider two broad categories of incentives by which a manufacturer can motivate its retailers to provide high customer satisfaction: (1) manufacturer assistance that reduces the retailer's cost of providing customer satisfaction (CS assistance); and (2) customer satisfaction index (CSI) bonus. We show that if a retailer has a long-term orientation, CS assistance is a more effective coordination mechanism that

Wujin Chu; Preyas S. Desai

1995-01-01

63

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

64

An empirical analysis of the components of retailer customer loyalty programs  

Microsoft Academic Search

Purpose – This paper sets out to determine the benefits offered to customers and activities taken by retailers, whether or not they have formal customer loyalty programs, whether there are differences in the benefits\\/activities of retailers with and without formal loyalty programs and finally, whether specific benefits\\/activities of retailers can predict whether or not they have formal loyalty programs. Design\\/methodology\\/approach

Myron Gable; Susan S. Fiorito; Martin T. Topol

2008-01-01

65

Profiling of Customers and Consumers - Customer Loyalty Programmes and Scoring Practices  

Microsoft Academic Search

Profiling is increasingly being applied to customers and consumers. The main purposes are risk assessment and fraud prevention,\\u000a for example in the financial sector and the housing industry (also called scoring) and advertising and market research, for\\u000a example via customer loyalty programmes. Within this article both areas of application of profiling practice are described\\u000a and analysed concerning the technical and

Meike Kamp; Barbara Körffer; Martin Meints

66

The effects of supplier capabilities on industrial customersloyalty: the role of dependence  

Microsoft Academic Search

This research examines whether suppliers’ capabilities impact OEM customers’ dependence on the supplier and thereby generate\\u000a customer loyalty. Using a sample of purchasing managers focusing on a single key component supplier, we examine three supplier\\u000a capabilities, two dependence dimensions, and three aspects of customer loyalty. Core offering capability increases the customer\\u000a firm’s benefit-based dependence. Operations capability has a more comprehensive

Lisa K. Scheer; C. Fred Miao; Jason Garrett

2010-01-01

67

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

E-print Network

, and the relation between Perceived Service Quality, Customer Satisfaction and Service Loyalty A study on Online between Perceived Service Quality, Customer Satisfaction and Service Loyalty. A study on Online Customer Service Quality, Customer Satisfaction, Service Loyalty Abstract: This study attempts to give a better

Vellekoop, Michel

68

Channel Coordination Mechanisms for Customer Satisfaction  

E-print Network

We consider two broad categories of incentives by which a manufacturer can motivate its retailers to provide high customer satisfaction: 1) manufacturer assistance that reduces the retailer's cost of providing customer ...

Chu, Wujin

1995-01-01

69

Determinants of customer satisfaction in retail banking  

Microsoft Academic Search

Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that

Terrence Levesque; Gordon H. G. McDougall

1996-01-01

70

Customer Satisfaction Levels Baldrige Award Winners  

E-print Network

Customer Satisfaction Levels Baldrige Award Winners A B C D E F G H 93% 87% 98% 87% 96% 84% 92% 99 innovations leading to better financial results; satisfied, loyal customers; improved products and services over 12 years. #12;Outpatient Satisfaction Levels and Gains Average Annual Improvement: 4% Baldrige

Magee, Joseph W.

71

Customer attractiveness, supplier satisfaction and preferred customer status: Introduction, definitions and an overarching framework  

E-print Network

Customer attractiveness, supplier satisfaction and preferred customer status: Introduction attractiveness, supplier satisfaction and preferred customer status. The papers that contribute to this special with suggestions for future research directions. Keywords Customer attractiveness, supplier satisfaction, preferred

Paris-Sud XI, Université de

72

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2012 CFR

...2012-07-01 false Reporting of customer satisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of...

2012-07-01

73

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2013 CFR

...2013-07-01 false Reporting of customer satisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of...

2013-07-01

74

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2011 CFR

...2011-04-01 2011-04-01 false Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2011-04-01

75

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2013 CFR

...2013-04-01 2013-04-01 false Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2013-04-01

76

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

77

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2014 CFR

...2014-04-01 2014-04-01 false Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2014-04-01

78

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2012 CFR

...2012-04-01 2012-04-01 false Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2012-04-01

79

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2014 CFR

...2014-07-01 false Reporting of customer satisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of...

2014-07-01

80

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2011 CFR

...2011-07-01 false Reporting of customer satisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of...

2011-07-01

81

Predicting Customer Loyalty Labels in a Large Retail Database: A Case Study in Chile  

Microsoft Academic Search

\\u000a Although loyalty information is a key part in customer relationship management, it is hardly available in industrial databases.\\u000a In this chapter, a data mining approach for predicting customer loyalty labels in a large Chilean retail database is presented.\\u000a First, unsupervised learning techniques are used for segmenting a representative sample of the database. Second, the multilayer\\u000a perceptron neural network is used

Cristián J. Figueroa

82

Service quality, customer satisfaction, and customer value: A holistic perspective  

Microsoft Academic Search

The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction. Using a sample from the luxury segment of the hotel industry, this study provides preliminary results supporting a holistic approach to hospitality customers’ postpurchase decision-making process. The model appears to possess practical validity as well as explanatory ability. Implications are discussed and suggestions are

Haemoon Oh

1999-01-01

83

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...

84

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

85

Fuzzy Comprehensive Evaluation Model of Customer Satisfaction Degree  

Microsoft Academic Search

This paper takes attention to the customer satisfaction evaluation, and puts fuzzy comprehensive evaluation method into use. Firstly, the paper establishes the evaluation index system of customer satisfaction degree by combining with the influences of customer satisfaction. Secondly, it establishes the evaluation model. Finally, it has been realized comprehensive evaluation of customer satisfaction through the example.

Xiaorong Li; You Jing Gu

2010-01-01

86

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

87

RELATIONSHIP INTENTION AS A MEDIATOR BETWEEN RELATIONAL BENEFITS AND CUSTOMER LOYALTY IN THE TOUR OPERATOR INDUSTRY  

Microsoft Academic Search

Relationship and customer loyalty management have been an important field of research in marketing for decades. However, the focus for many years was mainly on the benefits of relationship marketing for companies. This article contributes to a deeper understanding of the benefits of relationship marketing for customers in the travel industry. It investigates the effects between relational benefits, relationship intention

Oliver Conze; Thomas Bieger; Christian Laesser; Thomas Riklin

2010-01-01

88

Tourism Destination Image, Satisfaction and Loyalty: A Study in Ixtapa-Zihuatanejo, Mexico  

Microsoft Academic Search

The aim of this paper is to analyse the causal relationships among three key variables in tourism marketing: image, satisfaction and loyalty. It analyses the specific case of a tourism destination, approaching it not only from a cognitive perspective but also from an emotional one. It thus attempts to incorporate the experiential view into a construct such as the image

Lucio Hernández-Lobato; Maria Magdalena Solis-Radilla; Miguel Angel Moliner-Tena; Javier Sánchez-García

2006-01-01

89

Improving Library Users' Perceived Quality, Satisfaction and Loyalty: An Integrated Measurement and Management System.  

ERIC Educational Resources Information Center

Describes the development and application of a structural equation model, which allows librarians to qualitatively measure library users' perceived quality, satisfaction, and loyalty with a library and the degree to which elements of library services, collections and environments contribute to perceptions. Reports results of a survey of users at…

Martensen, Anne; Gronholdt, Lars

2003-01-01

90

Customer satisfaction: a practical approach for hospitals.  

PubMed

A California hospital developed a program to better serve and satisfy its customers. This article details the hospital's plan to implement the program with the collection and use of data to measure success, promote staff accountability, and, ultimately, demonstrate improved customer satisfaction as measured by fewer complaints. The various activities initiated to promote staff education and recognize employees also are briefly addressed. PMID:10157248

VanderVeen, L; Ritz, M

1996-01-01

91

Cleaning up the customer satisfaction waste dump  

SciTech Connect

Most electric utilities have been measuring Customer Satisfaction for several years now with the explicit goal of inducing their employees to improve their handling of customers. While many companies experienced early improvements, the scores have now leveled off. Increasingly, utilities are finding that their Customer Satisfaction Measurement system has reverted to little more than a {open_quotes}report card,{close_quotes} with no clear connection to business practice or processes. Even more alarming is the fact that many companies are now questioning the value of this complicated and expensive effort. This phenomenon is not unique to the electric utility industry -- it is happening in almost every industry in America. What companies really need is a way to tie customer satisfaction to business practices. To accomplish this, the Southern Company, along with several other utilities, are using the Voice of the Customer Process, which came out of the Japanese auto industry. It combines Customer Satisfaction Measurement with Quality Function Deployment (QFD) in order to guide the company into linking specific customer wants and needs to explicit performance measures and business process improvement efforts.

Plunkett, C. [Southern Company Services, Inc., Atlanta, GA (United States); Katz, G.M. [Applied Marketing Science, Inc., Waltham, MA (United States)

1994-11-01

92

Applying statistics to improve internal customer satisfaction  

SciTech Connect

Westinghouse Electric Corporation (WEC) is in the midst of an intense Quality Improvement Program (QIP). WHC operates the Hanford Engineering Development Laboratory (HEDL) for the Department of Energy (DOE) which is our one external ''customer''. During 1984 WHC developed a Seven Point QIP. One of these points was ''Customer Satisfaction through Excellence''. Besides recognizing the importance of the external customer, DOE, a concept of ''internal customer'' was developed. We wished to identify our internal customer, to measure and to improve his satisfaction. A pilot program of seven groups from across the laboratory activities launched the effort. All seven group managers experienced the Deming Videotapes or Seminar. An analysis of the Deming method for this application led to a 15-step plan. The plan began with identification of customer(s) and product(s) and reached steady-state with iterative improving control charts. Each group proceeded at its own pace and progress was reported monthly. The results varied. The group with a single product and several customers achieved the greatest success. They went on to use statistical process control methods. The group with a single customer and several products also achieved considerable improvement. The successes achieved by the support groups, where a wide range of products were provided to a wide range of customers, were in areas selected specifically for investigation.

Caplinger, W.H.

1986-06-01

93

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

94

Customer satisfaction in industrial markets: dimensional and multiple role issues  

Microsoft Academic Search

While customer satisfaction has recently attracted a lot of attention among academics and practitioners, most academic research on this construct has focused on consumer goods using the individual consumer as the unit of analysis. Customer satisfaction in industrial markets is an under-researched area so far. The authors develop a valid customer satisfaction measure for industrial customers (called INDSAT). The development

Christian Homburg; Bettina Rudolph

2001-01-01

95

Research of Customer Satisfaction Optimal Model Based on Business CRM  

Microsoft Academic Search

Customer relationship management (CRM) is the core of commercial enterprise management services, it reflects the strength and effectiveness of commercial enterprises. A customer satisfaction analysis and evaluation system was proposed in this paper. First of all, it described customer satisfaction, then it analyzed the constituent elements of quality cost and presented a customer satisfaction optimal model based on business CRM.

Guozheng Wang

2008-01-01

96

49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.  

Code of Federal Regulations, 2010 CFR

...false Notices, bulletins, customer satisfaction campaigns, consumer advisories...5 Notices, bulletins, customer satisfaction campaigns, consumer advisories...communication relating to a customer satisfaction campaign, consumer...

2010-10-01

97

49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.  

Code of Federal Regulations, 2011 CFR

...false Notices, bulletins, customer satisfaction campaigns, consumer advisories...5 Notices, bulletins, customer satisfaction campaigns, consumer advisories...communication relating to a customer satisfaction campaign, consumer...

2011-10-01

98

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

99

49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.  

Code of Federal Regulations, 2012 CFR

...false Notices, bulletins, customer satisfaction campaigns, consumer advisories...5 Notices, bulletins, customer satisfaction campaigns, consumer advisories...communication relating to a customer satisfaction campaign, consumer...

2012-10-01

100

49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.  

Code of Federal Regulations, 2013 CFR

...false Notices, bulletins, customer satisfaction campaigns, consumer advisories...5 Notices, bulletins, customer satisfaction campaigns, consumer advisories...communication relating to a customer satisfaction campaign, consumer...

2013-10-01

101

Foundations of the American Customer Satisfaction Index  

Microsoft Academic Search

How do we know if an economy is performing well? How do we know if a company is performing well? The fact is that we have serious difficulty answering these questions today. The economy-for nations and for corporations-has changed much more than our theories and measurements. The development of national customer satisfaction indices (NCSIs) represents an important step towards addressing

Eugene W. Anderson; Claes Fornell

2000-01-01

102

Customer satisfaction: key to improved service planning  

SciTech Connect

This article focuses on the accurate measurement of customer needs and requirements for service-planning purposes. It is based on the assumption that providing maximum service value per dollar paid to the utility is a primary objective of utility managers. Using customer satisfaction and perceived service value as a basis for utility service and market planning offers several key benefits. However, in order to take advantage of these benefits, the process used to measure customer satisfaction must meet a number of criteria. A methodology that meets these requirements is the measurement of perceived value (MPV). This technique was developed by the Melior Group and has been successfully applied to more than 6000 consumers in a variety of service industries, including public utilities. The basics of MPV are described.

McAleer, L.J.; Dukich, T.

1985-06-13

103

Measuring Customer Satisfaction Using a Collective Preference Disaggregation Model  

Microsoft Academic Search

A new model to assess customer satisfaction is developed through this paper. The proposed model is based on the principles of multicriteria analysis, using ordinal regression techniques. The procedure uses survey's data on customer satisfaction criteria and disaggregates simultaneously all the global satisfaction judgments via a linear programming disaggregation formulation. The model provides collective global and partial satisfaction functions as

Y. Siskos; E. Grigoroudis; C. Zopounidis; O. Saurais

1998-01-01

104

76 FR 71997 - Proposed Renewal of Information Collection: 1090-0008 American Customer Satisfaction Index (ACSI...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Satisfaction Index (ACSI) E-Government Web Site Customer Satisfaction Surveys AGENCY...Individuals providing comments should reference Web site Customer Satisfaction Surveys. FOR...Satisfaction Index (ACSI) E-Government Web site Customer Satisfaction Surveys....

2011-11-21

105

Customer satisfaction measurement in the private bank sector  

Microsoft Academic Search

Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the

G. Mihelis; Evangelos Grigoroudis; Yannis Siskos; Yannis Politis; Y. Malandrakis

2001-01-01

106

IS CUSTOMER SATISFACTION A RELEVANT METRIC FOR FINANCIAL ANALYSTS?  

E-print Network

IS CUSTOMER SATISFACTION A RELEVANT METRIC FOR FINANCIAL ANALYSTS? Paul-Valentin Ngobo,*+ Jean) printed version : forthcoming issue (2012)" DOI : 10.1007/s11747-010-0242-1 #12;1 Is customer satisfaction a relevant metric for financial analysts? Abstract This study examines the effects of customer satisfaction

Paris-Sud XI, Université de

107

Voice of the customer: Customer satisfaction measurement results, recommendations and action plans  

SciTech Connect

Southern California Edison has instituted a new business plan in 1991 for its Customer Solutions Department. One of the goals is to increase customer satisfaction through the measurement and continuous enhancement of value in each major customer segment. One of many tactics employed to implement this strategy was the establishment of a customer satisfaction measurement program and a customer satisfaction implementation program. The measurement of customer satisfaction baselines and development of feedback systems focuses on business lines with a high volume of customer transactions: customer communication centers, local/front offices, field services/meter readers, energy efficiency services and the electric distribution system design function. The customer satisfaction surveys are administered to approximately 10,000 customers annually. Using the results of the customer satisfaction baseline measurements, more than 200 employees formed teams to identify and implement more than 225 action items aimed at improving customer satisfaction. These strategies remain in place for 1994 and beyond.

Schriber, J.B.; Feniger, E. [Southern California Edison Co., San Dimas, CA (United States)

1994-11-01

108

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

109

The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention  

Microsoft Academic Search

In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective com- mitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction-retention relationship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction-retention

Anders Gustafsson; Michael D. Johnson; Inger Roos

2005-01-01

110

Effect of self-service technologies of the low-cost airlines on customer loyalty  

Microsoft Academic Search

Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street

Min-Jan Chuang; Hing Kai Chan; W. Y. C. Wang; Sai Ho Chung

2010-01-01

111

Texas AgriLife Extension Service Customer Satisfaction Program Results  

E-print Network

Texas AgriLife Extension Service Customer Satisfaction Program Results Prepared by Dr. Scott R to complete customer satisfaction surveys. The survey consists of 22 questions about the quality and relevance audiences of the Texas AgriLife Extension Service. To determine the satisfaction of those individuals

112

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

113

Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework  

Microsoft Academic Search

This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is effected by market expectations and performance perceptions in any given period and is affected by past satisfaction

Michael D. Johnson; Eugene W. Anderson; Claes Fornell

1995-01-01

114

Telecom's search for the ultimate customer loyalty platform  

Microsoft Academic Search

Purpose – The purpose of this paper is to present an up-to-date examination of the telecommunications industry and attempt to discover how some of the major players are engaging their customers while trying to constantly diversify their service offerings. Design\\/methodology\\/approach – The paper examines, case by case, three major telecommunications companies and identifies current and future offerings as they pertain

Rick Ferguson; Bill Brohaugh

2008-01-01

115

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Transfer Center External Customer Satisfaction Survey (NCI) SUMMARY...Transfer Center External Customer Satisfaction Survey (NCI). Type...Obtain information on the satisfaction of TTC's external customers with TTC customer...

2010-12-23

116

Customer Satisfaction and Network Experience in Mobile Telecommunications Dejan Radosavljevik DRADOSAV@LIACS.NL  

E-print Network

Customer Satisfaction and Network Experience in Mobile Telecommunications Dejan Radosavljevik: Customer Satisfaction, Customer Experience, Network Experience, Social Networks Extended Abstract satisfaction is defined as a customer's overall evaluation of the performance of an offering to date (Johnson

Putten, Peter van der

117

The evolution and future of national customer satisfaction index models  

Microsoft Academic Search

A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such

Michael D. Johnson; Anders Gustafsson; Tor Wallin Andreassen; Line Lervik; Jaesung Cha

2001-01-01

118

Customer satisfaction and its measurement in hospitality enterprises  

Microsoft Academic Search

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality\\/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross-cultural

Abraham Pizam; Taylor Ellis

1999-01-01

119

Your customers may be satisfied, but are they loyal?  

SciTech Connect

Utilities have long recognized the importance of addressing the issue of customer satisfaction in their marketing research efforts. However, as typically defined and evaluated by utilities, the concept of satisfaction is generally too limited, and overlooks the core issue of customer loyalty. Satisfaction with service performance attributes such as power delivery, billing accuracy, customer service, and rates does not guarantee customer loyalty to an electric service provider in the face of increasing competition. Although satisfaction is a key indicator of loyalty, additional elements including mobility, energy-use characteristics, location, cost-sensitivity, stability, psychographics, and previous experience will each play a role in determining the level of commitment a utility customer is willing to make. The challenge in assessing customer loyalty is in the measurement process itself. Utilities need an ongoing process to evaluate loyalty and convert their research into specific actions that can be used to gain or maintain a competitive foothold in the market. This paper explores the issue of loyalty from a utility perspective. Loyalty is explored primarily as it relates to commercial and industrial customers. However, many of the concepts and issues pertain to loyalty measurement in other industries is discussed from a historical perspective, and a framework is presented for measuring customer loyalty among utility customers. Finally, a model for translating loyalty research results into actionable measures is presented.

Heupler, K.; Dion, S.; Wilder, S. [Synergic Resources Corp., Bala Cynwyd, PA (United States)

1994-11-01

120

Business design technology: software development for customer satisfaction  

Microsoft Academic Search

Action Technologies has developed a new technology, business design technology (BDT), for developing applications that support businesses in managing and tracking the completion of business actions in order to produce customer satisfaction. With this new technology, customer satisfaction can become part of the design specification for mission-critical systems that produce revenues and manage costs for the company. Applications produced with

R. Dunham

1991-01-01

121

Cross-category variation in customer satisfaction and retention  

Microsoft Academic Search

Perceived quality, expectations, customer satisfaction, and effect of customer satisfaction on repurchase likelihood are found to be higher for products than for services, but repurchase likelihood for products is lower. Retailers have the highest repurchase likelihood and score lowest on the other variables. A set of relevant category characteristics is used to further understand variation in both the levels of

Eugene W. Anderson

1994-01-01

122

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

123

Customer satisfaction with services: putting perceived value into the equation  

Microsoft Academic Search

This research investigated the relationship between three elements – core service quality, relational service quality- and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver.

Gordon H. G. McDougall; Terrence Levesque

2000-01-01

124

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

125

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

126

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

127

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

128

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

129

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Comment Request; Customer and Other Partners Satisfaction Surveys SUMMARY...Generic Clearance for Satisfaction Surveys of Customer and Other Partners...To evaluate the satisfaction of various Clinical Center customers and other...

2010-11-29

130

L'approccio psicometrico alla misura della customer satisfaction sanitaria Introduzione  

E-print Network

L'approccio psicometrico alla misura della customer satisfaction sanitaria Introduzione La misura della customer satisfaction ossia la soddisfazione percepita dagli utenti sta assumendo un concernenti la misura della customer satisfaction sanitaria. A tale proposito, inizialmente si prenderà

Romeo, Alessandro

131

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

132

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

133

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

Code of Federal Regulations, 2013 CFR

...2013-04-01 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...

2013-04-01

134

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

135

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Comment Request; Customer and Other Partners Satisfaction Surveys SUMMARY...Collection: Title: Customer and Other Partners Satisfaction Surveys. Type...To evaluate the satisfaction of various Clinical Center customers and other...

2010-09-21

136

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

137

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

138

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection (NCA Customer Satisfaction Surveys (Headstone...for NCA, and IG Customer Satisfaction Surveys. OMB Control...identify and survey its customers to determine the...and their level of satisfaction with existing...

2013-06-27

139

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

140

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

141

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

Code of Federal Regulations, 2014 CFR

...2014-04-01 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...

2014-04-01

142

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

Code of Federal Regulations, 2012 CFR

...2012-04-01 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...

2012-04-01

143

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

Code of Federal Regulations, 2011 CFR

...2011-04-01 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...

2011-04-01

144

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 for capturing the trade-off between customer demand satisfaction (CDS) and production costs. In the proposed quantitative guidelines for setting customer satisfaction levels and uncovering effective inventory management

Maranas, Costas

145

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

146

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

147

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

148

76 FR 44351 - Proposed Renewal of Information Collection: 1090-0008, American Customer Satisfaction Index (ACSI...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection: 1090-0008, American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey AGENCY: National Business Center...comments concerning the American Customer Satisfaction Index (ACSI) E-Government...

2011-07-25

149

Usability, Emotions and Customer Satisfaction in Online Travel Booking  

Microsoft Academic Search

Usability is a key factor in Electronic Commerce. High usability enables the customer to use a web page effectively and efficiently.\\u000a Hence, usability is strongly related to customer satisfaction. In this study we investigate the impact of usability (in terms\\u000a of effectiveness and efficiency) on emotions that are elicited by the web page’s usability, and on customer satisfaction and\\u000a its

Kurt Matzler; Martin Waiguny; Anita Toschkov; Todd A. Mooradian

2006-01-01

150

Korean women’s clothing brand loyalty  

Microsoft Academic Search

To be a dominant company (in other words, a long-term successful company), it is an enormous task to build brand loyalty, to reach brand loyal customers, and to give those customers’ product satisfaction. The purpose of this study was to identify clothing brand loyal customers regarding their buying behavior, self-image, and demographics. Also, brand loyal customers’ post-purchase outcomes based on

Jungmi Oh; Susan S. Fiorito

2002-01-01

151

Managing customer satisfaction: New approaches to measurement and implementation  

SciTech Connect

This paper describes the development of Duke Power`s Customer Satisfaction Manager -- an innovative customer satisfaction measurement system -- from its inception to its application as a planning tool. It provides both market researchers and utility planners with the conceptual foundation for evaluating current satisfaction measurement systems and for moving toward the development of a satisfaction manager system. Importantly, it demonstrates the practical applications of the system and the various uses of the information that it yields by presenting results from customer requirement analyses and simulated service models. The paper concludes with discussions on Duke`s expansions of the approach to incorporate transaction-specific satisfaction measures and long-term satisfaction tracking methods.

Haight, J.M. [Duke Power Co., Charlotte, NC (United States); Leon, G.H. [National Analysts, Inc., Philadelphia, PA (United States)

1994-11-01

152

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

153

From supply to demand chain management: efficiency and customer satisfaction  

Microsoft Academic Search

How do companies in the fast-growing industries achieve good customer satisfaction together with efficiency in supply chain management (SCM)? This inductive case study of six customer cases of Nokia Networks, one of the leading providers of mobile telecommunication technology, led to propositions exploring that question. Good relationship between the customer and the supplier contributes to reliable information flows, and reliable

Jussi Heikkilä

2002-01-01

154

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

155

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

156

Customer satisfaction and the internal market : Marketing our customers to our employees  

Microsoft Academic Search

Many management theorists and consultants urge companies to focus on their customers? needs and satisfaction – this is common to strategic management, the marketing concept, the pursuit of “excellence”, market-orientation, total quality management, relationship marketing strategies, and service quality theorists. However, in spite of the availability of many techniques and systems for monitoring and measuring customer satisfaction and using it

Nigel F. Piercy

1995-01-01

157

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

158

Lamb customer satisfaction in two Texas cities - - Dallas and Houston  

E-print Network

LAMB CUSTOMER SATISFACTION IN TWO TEXAS CITIES ? DALLAS AND HOUSTON A Thesis by TRAVIS DAVID MADDOCK Submitted to the Office of Graduate Studies of Texas A&M University in partial fulfillment of the requirements for the degree of MASTER... OF SCIENCE May 2001 Moor Subject: Animal Science LAMB CUSTOMER SATISFACTION IN TWO TEXAS CITIES ? DALLAS AND HOUSTON A Thesis by TRAVIS DAVID MADDOCK Submitted to Texas ARM University in partial fulfillment of the requirements for the degree...

Maddock, Travis David

2012-06-07

159

A comparison of question scales used for measuring customer satisfaction  

Microsoft Academic Search

Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and satisfaction. Reports on the design and execution of a study of hotel guests in which they were asked to rate the key service attributes of their stay using all three of these measurement scales. Repurchase

Peter J. Danaher; Vanessa Haddrell

1996-01-01

160

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

161

Customer Satisfaction and Stock Prices: High Returns, Low Risk  

Microsoft Academic Search

Do investments in customer satisfaction lead to excess returns? If so, are these returns associated with higher stock market risk? The empirical evidence presented in this article suggests that the answer to the first question is yes, but equally remarkable, the answer to the second question is no, suggesting that satisfied customers are eco- nomic assets with high returns\\/low risk.

Claes Fornell; Sunil Mithas; Forrest V. Morgeson; M. S. Krishnan

2006-01-01

162

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

163

How Economic Growth Affects Customer Satisfaction: A Study from Germany  

Microsoft Academic Search

Changes in customer satisfaction are usually linked to a firm's performance in satisfying its clients or to developments within its direct competitive environment. Managers should better extend their view towards accounting for the overall economic development. Based on consumer data from the German Customer Monitor, a national consumer barometer in Germany, this study reveals that the economic development is driving

Björn Frank; Takao Enkawa

164

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

165

Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior  

Microsoft Academic Search

In this paper, customer satisfaction cues in retail banking services in Greece are examined. The study proposes an instrument of customer satisfaction that contains service quality and such other attributes as price, convenience, and innovation. The proposed framework of customer satisfaction was verified empirically yielding four distinct facets for business customers and five for individual customers. The performance implications of

Antreas D. Athanassopoulos

2000-01-01

166

76 FR 44020 - Proposed Collection; Comment Request; Generic Clearance for Partners and Customer Satisfaction...  

Federal Register 2010, 2011, 2012, 2013, 2014

...Clearance for Partners and Customer Satisfaction Surveys SUMMARY: In compliance...for Voluntary Partners and Customers Satisfaction Surveys: Extension. The...service provided by CSR to our customers; (3) To enable...

2011-07-22

167

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

168

How do corporate reputation and customer satisfaction impact customer defection? A study of private energy customers in Germany  

Microsoft Academic Search

Purpose – To analyze whether perceived corporate reputation and customer satisfaction are directly associated with customer intention. Design\\/methodology\\/approach – Using structural equation modeling, the study is based on the responses to a written questionnaire of 462 customers of a large German utility. Findings – A non-significant and weak relationship was found between corporate reputation and switching intention. The postulated impact

Gianfranco Walsh; Keith Dinnie; Klaus-Peter Wiedmann

2006-01-01

169

Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element)  

E-print Network

July 2011 Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element.5% Enhance customer satisfaction 4.1.1 Improve: Overall satisfaction rating 85% No data 4.1.2 All FM Units Achieve Customer Satisfaction of 85% 85% No data 4.1.3 Reduce: Maintenance & Ops # hot/cold calls 15

Howitt, Ivan

170

Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element)  

E-print Network

July 2012 Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element on Schedule 90% 100% Enhance customer satisfaction 4.1.1 Improve: Overall satisfaction rating 85% 91.0% Annual 4.1.2 All FM Units Achieve Customer Satisfaction of 85% 85% ? Annual 4.1.3 Reduce: Maintenance

Howitt, Ivan

171

Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element)  

E-print Network

July 2013 Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element 90% no data 33% Enhance customer satisfaction 4.1.1 Improve: Overall satisfaction rating 85% 4.1.2 All FM Units Achieve Customer Satisfaction of 85% 85% 4.1.3 Reduce: Maintenance & Ops # hot/cold calls

Howitt, Ivan

172

Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element)  

E-print Network

April 2013 Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element on Schedule 90% n/a Enhance customer satisfaction 4.1.1 Improve: Overall satisfaction rating 85% 4.1.2 All FM Units Achieve Customer Satisfaction of 85% 85% 4.1.3 Reduce: Maintenance & Ops # hot/cold calls -10

Howitt, Ivan

173

Customer satisfaction and customer characteristic in festival activity : A case of 2006 Kenting Wind Chime Festival  

Microsoft Academic Search

Purpose – This study is interested in the tourist satisfaction of Kenting Wind Chime Festival, as well as in tourist's characteristic and their revisiting commitment. The purpose is to survey customer satisfaction, which has significant implications for the economic performance of the firm, and to focus on local festival activity. Since 1994, Taiwan has continuously promoted festival activities, and the

Chin-Tarn Lee; Szu-Chi Yang; Henry Y. Lo

2008-01-01

174

Debit and credit card usage and satisfaction : Who uses which and why – evidence from Austria  

Microsoft Academic Search

Purpose – This exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage of debit cards versus credit cards and its impact on customer satisfaction and loyalty. Furthermore, the study aims to identify the key drivers of customer satisfaction for these two

Thomas Foscht; Cesar Maloles III; Bernhard Swoboda; Swee-Lim Chia

2010-01-01

175

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

176

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

177

Antecedents of customer satisfaction with online banking in China: The effects of experience  

Microsoft Academic Search

This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction – ease of use, design, speed, security, information content and customer support service – are proposed, and the effects of experience on

Cheolho Yoon

2010-01-01

178

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

179

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

180

Corporate social responsibility and bank customer satisfaction : A research agenda  

Microsoft Academic Search

Purpose – The purpose of this paper is to explore the relationship between corporate social responsibility (CSR) and customer outcomes. Design\\/methodology\\/approach – This paper reviews the literature on CSR effects and satisfaction, noting gaps in the literature. Findings – A series of propositions is put forward to guide future research endeavours. Research limitations\\/implications – By understanding the likely impact on

Lynette M. McDonald; Sharyn Rundle-Thiele

2008-01-01

181

Customer satisfaction in a retail setting : The contribution of emotion  

Microsoft Academic Search

Purpose – To examine the relative roles played by cognition and emotion in the development of customer satisfaction in a retail setting. Design\\/methodology\\/approach – An experimental design was employed. Study participants were exposed one of two expectation scenarios depicting past experience with an unnamed retail store, with one developed to build high expectations and one developed to create low expectations.

David J. Burns; Lewis Neisner

2006-01-01

182

Interruption costs, customer satisfaction and expectations for service reliability  

SciTech Connect

This paper summarizes results of a comprehensive study of the economic value of electric service carried out by Duke Power Company in cooperation with the Electric Power Research Institute. In the study, customer interruption costs were estimated for generation, transmission and distribution outages of differencing lengths occurring under varying circumstances. Interruption costs for momentary outages and voltage disturbances are also reported. In addition to these economic indicators of customer value of service, customer expectations for service reliability and power quality and their satisfaction with the service currently offered are reported. Statistical methods and procedures used in estimating interruption costs are described.

Sullivan, M.J. [Freeman, Sullivan and Co., San Francisco, CA (United States)] [Freeman, Sullivan and Co., San Francisco, CA (United States); Suddeth, B.N.; Vardell, T. [Duke Power Co., Charlotte, NC (United States)] [Duke Power Co., Charlotte, NC (United States); Vojdani, A. [Electrical Power Research Inst., Palo Alto, CA (United States)] [Electrical Power Research Inst., Palo Alto, CA (United States)

1996-05-01

183

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

184

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

185

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

186

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

187

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

188

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

189

39 CFR 3050.53 - Information on customer satisfaction and retail access. [Reserved  

Code of Federal Regulations, 2010 CFR

...2010-07-01 2010-07-01 false Information on customer satisfaction and retail access. [Reserved] 3050.53 Section 3050...PERIODIC REPORTING § 3050.53 Information on customer satisfaction and retail access....

2010-07-01

190

Quality and customer satisfaction: A case study in Brazil  

NASA Astrophysics Data System (ADS)

The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be improved through a better communication process with the market and an intensive and extensive training of personnel. A special marketing campaign could help build a better image by explaining CEEE's goals to improve quality. Finally, a bottom line of satisfaction scores (as quality indicators) should be set for the entire company.

Barcellos, Paulo Fernando Pinto

191

Does Customer Satisfaction lead to Accurate Earnings Paul-Valentin Ngobo,*  

E-print Network

Does Customer Satisfaction lead to Accurate Earnings Forecasts? Paul-Valentin Ngobo,* Jean Abstract This paper examines the usefulness of customer satisfaction to analysts when preparing their earnings forecasts. We draw on theory in marketing to predict how customer satisfaction should

Paris-Sud XI, Université de

192

Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element)  

E-print Network

April 2012 Strategic Planning Session STRATEGIC THEMES AND DRIVERS (w/Customer Satisfaction Element satisfaction 4.1.1 Improve: Overall satisfaction rating 85% Annual 4.1.2 All FM Units Achieve Customer 250 107 Annual Annual Annual 3.4.1 90% Cap Construction Projects on Schedule 90% 0% Enhance customer

Howitt, Ivan

193

The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development  

Microsoft Academic Search

Customer satisfaction with a company's products or services is often seen as the key to a company's success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical investigations in this area indicate that a direct relationship between these constructs is weak or even nonexistent.

Alexander Klee

1997-01-01

194

Integrating PSS Design Methods with Systems for Customer Value Management and Customer Satisfaction Management  

Microsoft Academic Search

\\u000a Manufacturers today are increasingly focusing on services and concepts such as Product Service Systems (PSS) and Integrated\\u000a Product Service Engineering (IPSE) have been getting more attention. On the other hand, there are various existing methods\\/systems\\u000a in companies. Some aim at managing customer value or\\/and customer satisfaction. Based on some empirical results obtained from\\u000a an attempt to design PSS at a

Amir Taabodi; Tomohiko Sakao

195

Modeling Customer Loyalty from an Integrative Perspective of Self-Determination Theory and Expectation–Confirmation Theory  

Microsoft Academic Search

Purpose  This research conceptualizes and tests an integrative model of customer loyalty by linking two important theories: expectation–confirmation\\u000a theory and self-determination theory.\\u000a \\u000a \\u000a \\u000a Design\\/Methodology\\/Approach  The model is examined using data obtained from 207 part-time students who have encountered the service of a skincare and beauty\\u000a salon in Taiwan. These students work as full-time professionals in a variety of industries during the daytime and

Chieh-Peng Lin; Yuan Hui Tsai; Chou-Kang Chiu

2009-01-01

196

Psychological safety, contributions and service satisfaction of customers in group service experiences  

Microsoft Academic Search

Purpose – This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co-create a service experience. It also shows the influence of other customers' contributions on an individual customer's own contribution to the service experience as well as the individual customer's perception of his\\/her own and of other customers' contributions toward service satisfaction.

Volker G. Kuppelwieser; Jörg Finsterwalder

2011-01-01

197

Creating consumer durable retailer customer loyalty through order fulfillment service operations  

Microsoft Academic Search

Manufacturers now find themselves in the position of finding new ways to remain competitive in the era of retail power. The onus rests on the manufacturer's ability to implement operational strategies that help the retailer achieve its objectives. Specifically, manufacturers that establish successful order fulfillment service can affect retailer loyalty. The overarching goal of this research, therefore, is to examine

Beth Davis-Sramek; John T. Mentzer; Theodore P. Stank

2008-01-01

198

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

199

The influence of salesperson selling behaviors on customer satisfaction with products  

Microsoft Academic Search

Salesperson behavior with respect to selling orientation-customer orientation (SOCO) is shown to influence customer satisfaction with the salesperson, dealer, product and manufacturer in a national sample of new car purchasers. The influence of selling behaviors on product satisfaction has significant implications for manufacturers in their efforts to enhance market acceptance. Strategies to enhance product satisfaction via salesperson behaviors are discussed.

Carrie Stojack

1997-01-01

200

Customer Satisfaction Survey NOAA Office of Marine and Aviation Operations (OMAO), Marine Operations Center (MOC)  

E-print Network

1 Customer Satisfaction Survey NOAA Office of Marine and Aviation Operations (OMAO), Marine OMAO.Customer.Satisfaction@noaa.gov Please put cruise number in subject line of E-mail Project Name efforts to improve user satisfaction. Completion of this questionnaire will help us improve our services

201

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

202

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

203

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

204

1997 Customer Satisfaction Survey Report: How Do We Measure Up? Technical Report. Survey Report, 1997.  

ERIC Educational Resources Information Center

The 1997 National Center for Education Statistics (NCES) Customer Satisfaction survey was conducted to find out whether the NCES as an agency was responding to the needs of customers and to identify areas for improvement. Federal, state, and local education officials and academic researchers were asked about their satisfaction with NCES products…

Thurgood, Lori; Fink, Steven; Bureika, Rita; Scott, Julie; Salvucci, Sameena

205

Customer satisfaction factors (CSFs) with online banking services in an Islamic country : I.R. Iran  

Microsoft Academic Search

Purpose – This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran. Design\\/methodology\\/approach – The authors validate a measurement model for customer satisfaction evaluation in e-banking service quality based on different service quality models and theories such as technology acceptance model, theory of reasoned action and theory of planned behavior.

Tooraj Sadeghi; Kambiz Heidarzadeh Hanzaee

2010-01-01

206

Customer satisfaction barometers and economic development: An explorative ordinal regression analysis  

Microsoft Academic Search

The national customer satisfaction barometers are aggregated measures of customer satisfaction, which have the potential to provide broad-based benchmarks for business organisations. These barometers may also explain changes in national economic returns and stability, and thus they are able to give a measure of the economic welfare and the quality of a national economic output. The aim of this paper

E. Grigoroudis; G. Nikolopoulou; C. Zopounidis

2008-01-01

207

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

208

The Explanatory Potential of Congruence in the Relationship Between Retail Image, Brand Image and Retail Customer Satisfaction  

Microsoft Academic Search

This paper aims to contribute to current customer satisfaction and retailing literature by conceptualising the relationship between retail image, brand image and whether a congruent relationship between the two influences customer satisfaction. Whilst most literature pertaining to customer satisfaction tends to consider the concept in terms of an independent variable, this paper seeks to explore retail image and brand image

Tim Debenham; Kerrie Bridson; Andrea Vocino

209

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

210

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

211

The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective  

Microsoft Academic Search

The overarching purpose of this article is to deepen understanding of customers' roles in service quality assurance. Customers engage in quality assurance behaviors in attempts to increase their satisfaction and to recover from service failures. The non-monetary costs incurred by customers who engage in these behaviors represent largely overlooked costs of quality that can and should be factored into service

William E. Youngdahl; Deborah L. Kellogg

1997-01-01

212

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

213

The Moderating Effect of Switching Costs on the Customer Satisfaction-retention Link: Retail Internet Banking Service in Hong Kong  

Microsoft Academic Search

The objective of this research was to develop a model that examines the direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention in the segments of basic and advanced Internet banking users. This empirical research was conducted within the context

Chi-Bo Wong; M. Mula

214

Customer Satisfaction in a High-technology Business-to-Business Conext.  

E-print Network

??Customer satisfaction is a subject that has gained much attention. However, the focus has been on business-to-consumer (B2C) industries rather than business-to-business (B2B) industries. The… (more)

Hirsch, Einar W Aaby

2011-01-01

215

Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management  

SciTech Connect

This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations. The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.

Johnson, L.E.

1991-01-01

216

Measuring customer satisfaction in the fast food industry: a cross-national approach  

Microsoft Academic Search

In today's ever-increasing globalization of services and brands, service-oriented businesses need to attend to the satisfaction of their customers both domestically and abroad while transcending unique cultural differences from country to country. This study provides a cross-cultural comparison of service satisfaction of fast food establishments in four English-speaking countries. It is based on data collected from customers of five globally-franchised

G. Ronald Gilbert; Cleopatra Veloutsou; Mark M. H. Goode; Luiz Moutinho

2004-01-01

217

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

218

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

219

Using conjoint analysis to determine the relative importance of service attributes measured in customer satisfaction surveys  

Microsoft Academic Search

Determining the relative importance of service attributes is one of the most important objectives of customer satisfaction measurement. Two popular methods that are currently used are “gap analysis” of expectations minus performance and linear regression of the overall satisfaction rating on the ratings for the attributes. Unfortunately, both these methods have shortcomings, so we develop a new method which is

Peter J. Danaher

1997-01-01

220

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

221

The moderating effect of retailer image on customers' satisfaction-loyalty link  

Microsoft Academic Search

Distribution channel as one of important entities in the service sector, how channel members operate is seriously relevant to the general public. Though categorized as the down-stream of the supply chain, leveraging market power for own interest is a way of life for channel members, as opposed to coordination and collaboration of activities with mutual trust performed by tiers of

Yung-Hsin Chen; Xia Wang; Ying-Ying Wang; Shuo-Chang Tsai

2010-01-01

222

Satisfaction Guaranteed. Customers Speak out on Displaced Homemaker and Single Parent Services. A Report on the Findings of a National Customer Satisfaction Assessment.  

ERIC Educational Resources Information Center

A national survey examined customer satisfaction with displaced homemaker and single parent services across the United States. In April 1994, questionnaires were sent to approximately 1,360 local displaced homemaker and single parent programs. Approximately 235 programs (representing 47 states) choosing to participate (a 17.3% participation rate)…

Women Work! The National Network for Women's Employment, Washington, DC.

223

An Empirical Assessment of Customer Satisfaction in Tourism  

Microsoft Academic Search

Research in service quality has advanced substantially over recent years. However; little has been done in measuring the quality of tourist experiences and how different quality factors impact on global satisfaction of tourists. This paper sets out to fill this gap by modelling quality and satisfaction judgements of college students within four distinct tourist encounters. Applying a novel approach, respondents

Doren D. Chadee; Jan Mattsson

1996-01-01

224

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

225

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

226

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

227

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

Microsoft Academic Search

Abstract This paper utilizes the framework of midterm, multisite supply chain planning under demand uncertainty (Gupta and Maranas, 2000) to safeguard against inventory depletion at the production sites and excessive shortage at the customer. A chance constraint programming approach in conjunction with a two-stage stochastic programming methodology is utilized for capturing the trade-off between customer demand satisfaction (CDS) and production

Anshuman Gupta; Costas D. Maranas; Conor M. Mcdonald; Dupont Lycra

228

Research on quality management system for supply chain based-customer satisfaction  

Microsoft Academic Search

To cope with the challenges of traditional quality management system applied in supply chain, which consists of internal practices that are contained within a firm, external practices that cross organizational boundaries integrating a firm with its customers and suppliers, a quality management system for into supply chain based-customer satisfaction, and corresponding functional modules and framework were all put forward. Furthermore,

Xingyu Jiang; Shijie Wang; Yanmei Ren; Kai Zhang

2010-01-01

229

Customization of the online purchase process in electronic retailing and customer satisfaction: An online field study  

Microsoft Academic Search

This paper investigates the customization of the online purchase process in electronic retailing. We conceptualize customization relevant to the two constituent sub-processes in the online purchase process: (i) decision customization—the customization of the information content delivered to customers to help them in the decision-making sub-process; and (ii) transaction customization—the customization of the purchase transaction sub-process for each customer. We draw

Sriram Thirumalai; Kingshuk K. Sinha

2011-01-01

230

Deriving models of customer satisfaction: A comparison of alternative quantitative approaches  

SciTech Connect

PECO Energy, like many other companies, measures customer satisfaction, and has gone through a discussion of how best to model the results. PECO Energy utilizes a model of customer satisfaction based upon multiple regression, where both independent and dependent variables are responses to survey questions using a fully anchored five point scale. In addition to multiple regression, there are a number of other multivariate procedures that can be used to develop a quantitative model of customer satisfaction. This paper compares and contrasts results obtained from standard multiple regression, multiple regression with dummy coding, discriminant function analysis, and logistic regression procedures. Findings suggest that each of these methods can yield satisfactory information regarding customer perception.

Schultz, M.T. [PECO Energy Co., Philadelphia, PA (United States)

1994-11-01

231

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

232

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

233

A Market Research on Customer Satisfaction about Sports Clothes in Zhengzhou: Taking One of the Famous Sports Brands for Example  

Microsoft Academic Search

The competition between enterprises has become increasingly recently, it has been worthy more attention for managers how to win the customer loyalty. In domestic sport clothing market, The larger market was occupied by foreign brands, and the home brands are less developed relatively. Since Zhengzhou is in the central part in China, it is an essential place for businesses. The

Yifeng Xu

2010-01-01

234

(R)E-tail satisfaction: retail customer satisfaction in online and offline  

Microsoft Academic Search

Building on the e-Satisfaction model proposed by Szymanski and Hise (2000) and further validated by Evanschitzky, Iyer, Hesse, and Ahlert (2004), we develop an instrument to measure shopper satisfaction in online and offline retail contexts: the (R)E-Tail Satisfaction scale. Using data from an online (N=202) and an offline (N=441) grocery shopper sample, the instrument is shown to be fit for

B. Weijters; N. Schillewaert

2006-01-01

235

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

236

An analysis of customer satisfaction in a higher education context  

Microsoft Academic Search

Purpose – The main purpose of this paper is to investigate differences in student satisfaction across different programs of the same business college, and to identify dimensions underlying overall perceived quality. It also aims to investigate the existence of differences in perceived quality among programs and factors determining those differences. Based on these results, it seeks to assess the strengths

Corneliu Munteanu; Ciprian Ceobanu; Claudia Bobâlc?; Oana Anton

2010-01-01

237

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

238

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

239

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

240

Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction  

Microsoft Academic Search

The extent to which members of different cultures vary in their reactions to uncertainty can have a major impact on how perceived service quality affects customer satisfaction. This article addresses the issue of cultural differences in the context of business-to-business relationships. A study involving 303 Spanish, German, and Swedish business-to-business customers reveals that clients from cultures with a high degree

Martin Reimann; U. F. Lunemann; Richard B. Chase

2008-01-01

241

Midterm supply chain planning under demand uncertainty: customer demand satisfaction and inventory management  

Microsoft Academic Search

This paper utilizes the framework of mid-term, multisite supply chain planning under demand uncertainty to safeguard against inventory depletion at the production sites and excessive shortage at the customer. A chance constraint programming approach in conjunction with a two-stage stochastic programming methodology is utilized for capturing the trade-off between customer demand satisfaction (CDS) and production costs. In the proposed model,

Anshuman Gupta; Costas D. Maranas; Conor M. McDonald

2000-01-01

242

This draft submitted to Research in Engineering Design, 6/29/04 Linking Design Process to Customer Satisfaction  

E-print Network

design process variables to customer satisfaction using statistical techniques. We wanted to betterThis draft submitted to Research in Engineering Design, 6/29/04 Linking Design Process to Customer Satisfaction Through Virtual Design of Experiments Vikas K. Jain and Durward K. Sobek, II1 Montana State

Sobek II, Durward K.

243

An assessment of supermarket loyalty cards in one major US market  

Microsoft Academic Search

A survey was conducted in a large US metropolitan area of the West. The objective of the study was to determine if loyalty cards issued by supermarkets are actually associated with customer loyalty and how loyalty cards compare with other factors that retailers could use to enhance supermarket loyalty. The results indicate that loyalty cards are not associated with supermarket

Joseph A. Bellizzi; Terry Bristol

2004-01-01

244

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

245

The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers  

Microsoft Academic Search

Research in consumer psychology shows that customers seek reasons for service failures and that attributions of blame moderate the effects of failure on the level of customer satisfaction. This paper extends research on service operations failures by hypothesizing that attributions of blame also affect what matters to the customer during service failures. Specifically, we hypothesize that the relative weights that

Shannon W. Anderson; L. Scott Baggett; Sally K. Widener

2009-01-01

246

Empirical analysis of supplier selection and involvement, customer satisfaction, and firm performance  

Microsoft Academic Search

Supply chain management as a system of operation continues to evolve. This study employs confirmatory factor analysis and path analysis to examine empirically the relationships among supplier selection criteria (quality, delivery reliability, product performance and unit price), supplier involvement on design teams and in continuous improvement programs, four dimensions of customer satisfaction (competitive pricing, product quality, product variety, and delivery

Michael Tracey; Chong Leng Tan

2001-01-01

247

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

248

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

249

The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction  

Microsoft Academic Search

We empirically examine a mediational model of TQM, in which TQM practices have a direct impact on customer satisfaction and an indirect impact mediated through plant performance. We adopt a survey approach using the data from 339 manufacturing companies. We first establish convergent validity, discriminant validity, and reliability of the constructs. We then examine the model using LISREL 8.10. The

Thomas Y Choi; Karen Eboch

1998-01-01

250

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

251

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

252

The antecedents of customer satisfaction with online travel services: a conceptual model  

Microsoft Academic Search

Purpose – The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the five prominent travel web sites. Design\\/methodology\\/approach – A content analysis was conducted on the six prominent travel web sites as ranked by J.D. Power Consumer Report. A list of 53 attributes were

Jay Kandampully

2008-01-01

253

An approach to setting up a national customer satisfaction index: the Jordan case study  

Microsoft Academic Search

The aim of this paper was to develop a national customer satisfaction index (CSI) in Jordan and to derive its theory using generalized maximum entropy. During the course of this research, we conducted two different surveys to complete the framework of this CSI. The first one is a pilot study conducted based on a CSI basket in order to select

Amjad D. Al-Nasser; Mohammad Y. Al-Rawwash; Anas S. Alakhras

2011-01-01

254

Interruption costs, customer satisfaction and expectations for service reliability  

Microsoft Academic Search

This paper summarizes the results of a comprehensive study of the economic value of electric service carried out by Duke Power Company in cooperation with the Electric Power Research Institute in the US. In the study, customer interruption costs were estimated for generation, transmission and distribution outages of differing lengths occurring under varying circumstances. Interruption costs for momentary outages and

Michael J. Sullivan; B. Noland Suddeth; T. Vardell; A. Vojdani

1996-01-01

255

[Analysis of on-call consultations with clinical pathologists--identification of customer's satisfaction].  

PubMed

One aspect whereby effectiveness of clinical pathologists can be measured is customer service and satisfaction. Clinical pathologist should identify their customers, their processes and procedures to meet these needs to the customer's satisfaction. To identify customer's satisfaction, the records of on-call consultations with clinical pathologists were analyzed. Between January 1996 and December 1998, 1327 consultations were recorded, 40% of which were consultations from physicians, 50% from medical technologists. Physicians requested interpretation of laboratory data obtained, and clinical knowledge mainly concerning the microbiology and hematology during office hours. On holidays, physicians needed help performing emergency tests such as Gram stain and Wright-Giemsa stain. During office hours, medical technologists requested clinical information concerning patients in whom unreasonable data would be reported and the contact to the clinical side. Furthermore, technologists inquired about the methodology of laboratory tests during day duty on holidays. These results indicated that the clinical pathologist in our hospital could satisfy the customer(physicians and medical technologists), by providing 1) a wide range of clinical knowledge concerning not only the laboratory medicine but clinical medicine including therapeutics, 2) capability of performing emergency tests such as Gram stain and Wright-Giemsa stain, and 3) capability of interpreting the results obtained. Although these would not be adopted in every hospital, every clinical pathologist should examine his role in the hospital. PMID:11051798

Yanai, M

2000-09-01

256

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

257

A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction  

Microsoft Academic Search

Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customer satisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. However, it is equally vital to managers

Ruth N. Bolton

1998-01-01

258

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

259

Modeling the determinants of customer satisfaction for business-to-business professional services  

Microsoft Academic Search

This research empirically examines for the first time the determinants of customer satisfaction or dissatisfaction (CS\\/D)\\u000a in the context of business professional services. The simultaneous effect of key CS\\/D constructs (expectations, performance,\\u000a and disconfirmation) and several variables—fairness (equity), purchase situation (novelty, importance, and complexity)—and\\u000a individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework. Data were obtained

Paul G. Patterson; Lester W. Johnson; Richard A. Spreng

1997-01-01

260

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

E-print Network

The purpose of this study was to determine the levels of satisfaction for customers of the Texas Agricultural Extension Service (TAEX) according to gender, age, place of residence, education levels, and racial/ethnic backgrounds and to determine...

Bondurant, Susan Elizabeth

2012-06-07

261

The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis  

Microsoft Academic Search

The importance–performance analysis (IPA) is a widely used analytical technique that yields prescriptions for the management of customer satisfaction. IPA is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, strategies for satisfaction management can be derived. As theoretical and empirical work has shown, the relationship between attribute-level

Kurt Matzler; Franz Bailom; Hans H Hinterhuber; Birgit Renzl; Johann Pichler

2004-01-01

262

How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment  

Microsoft Academic Search

Despite all efforts, many product development projects fail and lead to the introduction of products that do not meet customers' expectations. A high level of customer satisfaction cannot be obtained. On the other hand, in many product development projects the process of product development is conducted very unsystematically and resources are wasted because of a lack of communication between the

Kurt Matzler; Hans H. Hinterhuber

1998-01-01

263

The factor structure of customer satisfaction : An empirical test of the importance grid and the penalty-reward-contrast analysis  

Microsoft Academic Search

There is growing evidence that service quality attributes fall into three categories of factors that have a different impact on the formation of customer satisfaction. However, it is not clear which analytical procedure best identifies these factors. Vavra proposed a two-dimensional importance grid based on customers’ self-stated importance and derived importance using regression analysis. It is based on the assumption

Kurt Matzler; Elmar Sauerwein

2002-01-01

264

The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives  

Microsoft Academic Search

The aim of this research is to examine the relationship between the e-service quality dimensions and customer satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e-banking transactions with banks in Jordan. Multiple regression analysis was employed to test the research model and hypotheses. The research findings indicate that e-service

Mohammed T. Nuseir; Mamoun N. Akroush; Bushra K. Mahadin; Abdullah Q. Bataineh

2010-01-01

265

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

266

CUSTOMER SATISFACTION DEI SERVIZI PER GLI STUDENTI: RISULTATI DELL'INDAGINE 2011 L'Universit degli Studi di Milano ha condotto nel 2011 un'indagine sperimentale nell'ambito del progetto  

E-print Network

CUSTOMER SATISFACTION DEI SERVIZI PER GLI STUDENTI: RISULTATI DELL'INDAGINE 2011 L'Università degli 2011 per la rilevazione della Customer Satisfaction dei servizi rivolta agli studenti1 . Il Progetto'analisi di Customer Satisfaction sull'efficacia dei servizi rivolti agli studenti: Segreterie studenti

De Cindio, Fiorella

267

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

268

Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers  

Microsoft Academic Search

Purpose  The purpose of this study was to explore the moderating effects of heavy versus light shoppers on antecedents of customer’s\\u000a satisfaction and loyalty toward an Internet retailer.\\u000a \\u000a \\u000a \\u000a Design\\/Methodology\\/Approach  A model discusses the different mechanisms in building an effective exchange relationship with light versus heavy shoppers\\u000a was developed and tested using Internet book store as the study object. With the assistance of

Jyh-Shen Chiou; Lee-Yun Pan

2009-01-01

269

Research of E-Loyalty Degree Based on Gray Fuzzy Comprehensive Evaluation  

Microsoft Academic Search

Customer loyalty degree is the source of gaining enterprise profit and the guarantee of obtaining competitive edge in the e-commerce age. The thesis illustrates the new connotation of customer loyalty degree under e-commerce conditions and constructs the evaluation index system of customer loyalty. In the view of features of e-commerce model together with the limitations of existing method of assessing

Jiang Chang-bin

2010-01-01

270

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

271

The relationship between Service Quality Dimensions and Customer Satisfaction in E-Tailing Environment: An Empirical Study on Online Travel and E-mart Retail Model  

Microsoft Academic Search

This paper aims to identify online service quality dimensions that facilitate the customer satisfaction for the e-travel and e-mart online retail. Further, it evaluates how well these dimensions are being perceived by the customers so as to provide an objective measure of service performance. Two phase study was undertaken. The first phase included literature review and expert opinions to identify

Kamble Sachin S; Sawhney Shweta; Bansal Ritika

2009-01-01

272

Characteristics of loyal customers for trade chains in the German food retailing  

Microsoft Academic Search

In this paper customer loyalty will be examined with the help of budget ratios (budget shares). We address the question whether sociodemographic groups differ in their shopping behavior and their store loyalty. Loyalty is analyzed with regard to the ten largest food retail chains in Germany in 2002. It is shown that the loyalty of customers depends on the lifecycle

Gotz Olearius; Jutta Roosen

2009-01-01

273

The causal chain of loyalty  

Microsoft Academic Search

Loyalty is considered as a key concept in the establishment and maintenance of long term relationships. In this work in progress communication, a theoretical framework is proposed on the basis of the relationship marketing paradigm and commitment trust theory. Loyalty is conceived according to Oliver (1997) as a causal chain composed by cognitive loyalty, affective loyalty, conative loyalty and action

Manel KHADRAOUI; Jamel-Eddine GHARBI; Michel Plaisent

274

Service failure and recovery: The impact of relationship factors on customer satisfaction  

Microsoft Academic Search

This research investigated how customers' relationships with a service organization affect their reactions to service failure\\u000a and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions\\u000a and expectations when service failures occur. The empirical results showed that customers with higher expectations of relationship\\u000a continuity had lower service recovery expectations after a service failure and also attributed

Ronald L. Hess Jr.; Shankar Ganesan; Noreen M. Klein

2003-01-01

275

Manufacturing flexibility: defining and analyzing relationships among competence, capability, and customer satisfaction  

Microsoft Academic Search

Fast and dramatic changes in customer expectations, competition, and technology are creating an increasingly uncertain environment. To respond, manufacturers are seeking to enhance flexibility across the value chain. Manufacturing flexibility, a critical dimension of value chain flexibility, is the ability to produce a variety of products in the quantities that customers demand while maintaining high performance. It is strategically important

Qingyu Zhang; Mark A Vonderembse; Jeen-Su Lim

2003-01-01

276

An Analytical Approach to Customer Requirement Satisfaction in Design Specification Development  

Microsoft Academic Search

Product design starts with the analysis of customer needs to result in a design specification that includes such information as: 1) customer needs, 2) metrics, 3) targets, 4) importance of each metric, and 5) dependence relations between any two metrics. We call the metrics design attributes. In generating a design specification, one important issue is how the design specification meets

X. Liu; W. J. Zhang; Y. L. Tu; R. Jiang

2008-01-01

277

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

278

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

279

Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments  

Microsoft Academic Search

The following study both synthesizes and builds on the efforts to conceptualize the effects of quality, satisfaction, and value on consumers’ behavioral intentions. Specifically, it reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of these variables on behavioral intentions. The study builds on recent advances in services marketing theory and assesses the

J. Joseph Cronin; MICHAEL K. BRADY; G. Tomas M Hult

2000-01-01

280

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

281

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

282

A Study on the Level of Customers' Satisfaction on Various Modes of Banking Services in India  

Microsoft Academic Search

The Indian banking industry is on a major technological upgradation drive after having successfully absorbed the international standard in its operating norms. A study was conducted by the author, based on 100 account holders of ICICI Bank in Chennai recently, for portraying their varying levels of satisfaction. To control the response bias and to increase the reliability of the data,

S Shajahan

2005-01-01

283

Student residential satisfaction in research universities  

Microsoft Academic Search

Purpose – The paper aims to investigate the level of student satisfaction with campus student housing facilities (SHF) at Malaysian research universities (RUs) and the relationship between satisfaction and loyalty behaviour. Design\\/methodology\\/approach – The student residential satisfaction (SRS) framework has been proposed to investigate residential satisfaction from the students' viewpoint. Questionnaires were distributed to respondents in three RUs. The data

Nurul ‘Ulyani Mohd Najib; Nor’ Aini Yusof; Nazirah Zainul Abidin

2011-01-01

284

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

285

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

286

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

287

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

288

39 CFR 3055.92 - Customer Experience Measurement Surveys.  

Code of Federal Regulations, 2012 CFR

...92 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall...

2012-07-01

289

39 CFR 3055.92 - Customer Experience Measurement Surveys.  

Code of Federal Regulations, 2013 CFR

...92 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall...

2013-07-01

290

39 CFR 3055.92 - Customer Experience Measurement Surveys.  

Code of Federal Regulations, 2011 CFR

...92 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall...

2011-07-01

291

39 CFR 3055.92 - Customer Experience Measurement Surveys.  

Code of Federal Regulations, 2014 CFR

...92 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall...

2014-07-01

292

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

293

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

294

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

295

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Collection, Comments Requested: Customer Satisfaction Assessment ACTION: 60-day...of information collection: Customer survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The...

2012-06-18

296

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

Federal Register 2010, 2011, 2012, 2013, 2014

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

2012-08-17

297

How to delight your customers  

Microsoft Academic Search

Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction for answering these questions and for drawing conclusions for the management of product development. In his model, Kano distinguishes between three types of product requirement which influence customer satisfaction in different ways when met: must-be requirements,

Kurt Matzler; Hans H. Hinterhuber; Franz Bailom; Elmar Sauerwein

1996-01-01

298

The Dynamics of Actor Loyalty to Groups in Affiliation Networks Hossam Sharara  

E-print Network

- sponsorship network and a dolphin network. The results show how the behavior of actors in different the dynamic behavior in these networks, we consider the concept of loyalty and introduce a measure investigate customer behavior, comparing the purchasing behavior of different customer groups in an attempt

Terzi, Evimaria

299

The role of Internet addiction in online game loyalty: an exploratory study  

Microsoft Academic Search

Purpose – The paper's aim is to explore the factors that affect the online game addiction and the role that online game addiction plays in the relationship between online satisfaction and loyalty. Design\\/methodology\\/approach – A web survey of online game players was conducted, with 1,186 valid responses collected. Structure equation modeling – specifically partial least squares – was used to

Hsi-peng Lu; Shu-ming Wang

2008-01-01

300

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

301

75 FR 76993 - Submission for OMB Review; Comment Request; Generic Clearance for Surveys of Customers and...  

Federal Register 2010, 2011, 2012, 2013, 2014

...these surveys will provide customer satisfaction input on various elements...quantitative and 4 qualitative) customer satisfaction surveys that will be conducted...will gather and measure customer and partner satisfaction with OER processes...

2010-12-10

302

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

303

75 FR 55585 - Proposed Collection; Comment Request; Generic Clearance for Surveys of Customers and Partners of...  

Federal Register 2010, 2011, 2012, 2013, 2014

...these surveys will provide customer satisfaction input on various elements...quantitative and 4 qualitative) customer satisfaction surveys that will be conducted...will gather and measure customer and partner satisfaction with OER processes...

2010-09-13

304

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

305

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Activity Under OMB Review: Aviation Security Customer Satisfaction Performance...measure customer satisfaction of aviation security in an effort to more efficiently...Collection Requirement Title: Aviation Security Customer Satisfaction...

2013-08-01

306

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

Federal Register 2010, 2011, 2012, 2013, 2014

...Activity Under OMB Review: Aviation Security Customer Satisfaction Performance...measure customer satisfaction of aviation security in an effort to more efficiently...Control Number 1652-0013; Aviation Security Customer Satisfaction...

2010-05-26

307

Airline Passengers' Satisfaction with Airports  

E-print Network

Airports are places where people have the potential to experience either satisfaction or frustration, and marketing and tourism scholars have argued that customer satisfaction is one of the primary goals of airports. However, few studies have...

Kim, Hyun Joo

2012-02-14

308

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

309

Analysis of new approaches to improve the customer responsiveness of Intel's microprocessor supply chain  

E-print Network

Intel Corporation is looking to strengthen its long-term competitive armor by engaging in new initiatives to develop world-class customer service and build strong customer loyalty. A company's supply chain design and ...

Chow, Jim, 1972-

2004-01-01

310

78 FR 70062 - Proposed Collection; 60-Day Comment Request: Clearance for Surveys of Customers and Partners of...  

Federal Register 2010, 2011, 2012, 2013, 2014

...these surveys will provide customer satisfaction input on various elements...quantitative and 4 qualitative) customer satisfaction surveys that will be conducted...will gather and measure customer and partner satisfaction with OER processes...

2013-11-22

311

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

312

FY 2010 Report on Customer Service Texas Transportation Institute  

E-print Network

of Customer Satisfaction As a contract research agency, TTI must provide excellent service and research research contracts. #12;2 Commitments to customer satisfaction are incorporated into contractual-2015. Customer Satisfaction Survey Because its customer base is relatively stable, in its most recent survey

313

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

314

CUSTOMER SURVEY BENEFITS INFORMATION  

E-print Network

CUSTOMER SURVEY BENEFITS INFORMATION 2. Please select the system/website you used. Civilian. 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

315

Scenario-Driven Configuration Systems - Examining the Influence of Product Types and Mind States on Customer Satisfaction in Product Configuration Processes  

Microsoft Academic Search

Potential customers leave product configuration processes before completion for a variety of reasons. Using Social Cognitive Theory, explanations for this behavior are derived based on the two dimensions of 1) customer mind states within the process, in combination with 2) type of product to be customized. It is shown, that both dimensions have considerable impact on why customers abort configurations

Torben Hansen; Christian Scheer; Peter Loos

316

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

317

75 FR 24371 - Loyalty Day, 2010  

Federal Register 2010, 2011, 2012, 2013, 2014

...proclaim May 1, 2010, as Loyalty Day. This Loyalty Day, I call upon the people of the United States to join in this national observance, to display the flag of the United States, and to pledge true and steadfast allegiance to the Republic for which it...

2010-05-05

318

76 FR 25529 - Loyalty Day, 2011  

Federal Register 2010, 2011, 2012, 2013, 2014

...as Loyalty Day. This Loyalty Day, I call upon all the people of the United States to join in support of this national observance, whether by displaying the flag of the United States or pledging allegiance to the Republic for which it stands....

2011-05-05

319

78 FR 26229 - Loyalty Day, 2013  

Federal Register 2010, 2011, 2012, 2013, 2014

...as Loyalty Day. This Loyalty Day, I call upon all the people of the United States to join in support of this national observance, whether by displaying the flag of the United States or pledging allegiance to the Republic for which it stands....

2013-05-03

320

Loyalty in managed care: a leadership system.  

PubMed

Healthcare executives are given a comprehensive and integrated ten-step system to lead their organization toward stabilizing a financial base, improving profitability, and differentiating themselves in the marketplace. This executive guide to implementing loyalty-based leadership can be adapted and used on an immediate basis by healthcare leaders. This article is a useful resource for healthcare executives as they move to make loyalty an organizational resource. Effectively managing the often-fragmented forces of loyalty can produce a healthier bottom line and improve the commitment among key stakeholders within a managed care environment. A brief loyalty-based leadership practices survey is included to serve as a catalyst for leaders and their teams to strategically discuss loyalty and retention in their organization. PMID:11066965

Kerns, C D

2000-01-01

321

77 FR 20887 - Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...  

Federal Register 2010, 2011, 2012, 2013, 2014

...National Acquisition Center Customer Response Survey) Activity...information needed to measure customer satisfaction with delivered products and services...National Acquisition Center Customer Response Survey, VA Form...

2012-04-06

322

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

323

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

324

77 FR 34391 - Submission for OMB Review; Comment Request Generic Clearance to Conduct Voluntary Customer...  

Federal Register 2010, 2011, 2012, 2013, 2014

...public to survey customers to determine the...and their level of satisfaction with existing services...and feedback from customers about the design...continue to conduct satisfaction surveys of NLM's customers. The NLM will...

2012-06-11

325

76 FR 2395 - Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner...  

Federal Register 2010, 2011, 2012, 2013, 2014

...comments on voluntary customer satisfaction service surveys to...to ``survey customers to determine the kind...and their level of satisfaction with existing services...This request covers customer/partner...

2011-01-13

326

77 FR 19673 - Proposed Collection; Comment Request; Generic Clearance To Conduct Voluntary Customer/Partner...  

Federal Register 2010, 2011, 2012, 2013, 2014

...public to survey customers to determine the...and their level of satisfaction with existing services...and feedback from customers about the design...continue to conduct satisfaction surveys of NLM's customers. The NLM will...

2012-04-02

327

The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators  

Microsoft Academic Search

Customer satisfaction is associated with numerous positive business outcomes and is recognised as an important field of study. However, only limited research has addressed the satisfaction of sport spectators, with even fewer studies examining the determinants of this satisfaction. Yet an understanding of how spectators arrive at evaluations of satisfaction or dissatisfaction provides a useful insight for directing marketing and

Linda Van Leeuwen; Shayne Quick; Kerry Daniel

2002-01-01

328

Question # Complete Wording Short Phrase Dimension 1 Overall, I am a satisfied UCSD employee. Satisfied Employee Employee Effectiveness/Satisfaction  

E-print Network

Department Effectiveness 15 My department routinely measures customer satisfaction with services and products delivered. Measures Customer Satisfaction Department Effectiveness 16 My department routinely takes action. Satisfied Employee Employee Effectiveness/Satisfaction 2 I understand my department's mission. Understand

Jun, Suckjoon

329

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.

330

Service provider-customer similarities and disparities : A German study  

Microsoft Academic Search

Purpose – The purpose of this paper is to determine the extent of congruence between service providers’ perceptions of customer satisfaction and customer-reported satisfaction in the context of optometric services. Design\\/methodology\\/approach – Data were collected via mail surveys from a sample of German optometrists and their customers. Usable responses were obtained from 388 optometrists and 2,237 customers. Findings – Results

Ugur Yavas; Martin Benkenstein; Michael Holtz

2008-01-01

331

UPP Nottingham Customer Service Standards Excellence in customer service is paramount for UPP Nottingham. UPP Nottingham works  

E-print Network

about changes that directly affect you Carry out customers satisfaction surveys on an annual basis in our Annual UPP Customer Satisfaction survey Our Staff Our staff will- Be presentable, politeUPP Nottingham Customer Service Standards Excellence in customer service is paramount for UPP

Evans, Paul

332

Customer-centric Network Upgrade Strategy: Maximizing Investment Benefits for Enhanced  

E-print Network

is contingent on the degree of customer satisfaction. This paper presents a customer-centric approach in making network upgrade decisions, where customer satisfaction is the key evaluation criterion. Network that enhance service quality, improve customer satisfaction, and maximize revenue. Keywords service management

Boutaba, Raouf

333

Retaining and attracting large customers in a competitive market  

SciTech Connect

This paper describes marketing and customer satisfaction in the electric power industry and the experiences of Wal-Mart stores. Customer service, reliability, working relationships, and customer knowledge are discussed.

Solger, S.

1996-12-31

334

WorkLife Programs 2010 Satisfaction Survey  

E-print Network

satisfied (11%), satisfied (41%), or very satisfied (16%) with WorkLife Programs. Satisfaction with customer29% 34% 35% 37% 73% WorkLife Programs 2010 Satisfaction Survey WorkLife Programs conducted itsLife Programs Overall satisfaction was high, with 68 percent of those responding stating that they are somewhat

335

Oregon State University AMBC Service Satisfaction Survey  

E-print Network

Oregon State University AMBC Service Satisfaction Survey April 19, 2012 The Close to the Customer Project C2C@bus.oregonstate.edu (541) 713-8041 #12;Close to the Customer Project C2C@bus.oregonstate.edu (541) 713-8041 Oregon State University AMBC: Service Satisfaction Survey 1 Table of Contents Research

Escher, Christine

336

The Determinants of Retail Loyalty of Indian Consumers  

Microsoft Academic Search

This study investigated the influence of expectations and evaluation of functional and social attributes on Indian consumers' food retail loyalty. Structural equation modeling results indicate that social self-congruity is an important determinant of food store patronage in India. Food assortment and services are critical drivers of supermarket loyalty, whereas relative advantage is the only determinant of store loyalty among traditional

Zee-Sun Yun; Dawn Thorndike Pysarchik; Chitra Srivastava Dabas

2012-01-01

337

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

338

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

339

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

340

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

341

Agent-Based Simulation of In-Store Customer  

E-print Network

on customer satisfaction and the performance of service-oriented retail organisations? Method: Case study Measures Staff utilisation, average response time, customer satisfaction etc. Emergent behaviour on macroAgent-Based Simulation of In-Store Customer Experiences Peer-Olaf Siebers, Uwe Aickelin Nottingham

Aickelin, Uwe

342

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

343

Dissatisfied utility customers can be opportunities  

SciTech Connect

While many utility companies boast about surveys showing high customer satisfaction, they might do well to switch their focus to working with dissatisfied customers. From a marketing perspective, the best opportunities are with those customers who are dissatisfied. By viewing customer problems as marketing and sales opportunities, utilities can reach customers when they are most willing to take action. The paper illustrates this principle by examples.

Gilbert, S.

1995-12-01

344

Reexamining the Dimensionality of Brand Loyalty: A Case of the Cruise Industry  

Microsoft Academic Search

This study revisits the dimensional structure of the brand loyalty construct. Following recent developments in loyalty studies, this research conceptualizes brand loyalty as a four?dimensional construct comprising of cognitive, affective, conative, and behavioral loyalty. It is proposed that the first three dimensions collectively form a higher order factor—namely attitudinal loyalty—which then leads to behavioral loyalty. However, this conceptualization is not

Xiang Li; James F. Petrick

2008-01-01

345

Understanding customer experience.  

PubMed

Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention. PMID:17345685

Meyer, Christopher; Schwager, Andre

2007-02-01

346

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

347

Focusing on customer service.  

PubMed

This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a customer service focus, and reporting comments from the reviewers of the booklet. PMID:12320174

1996-01-01

348

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

349

Increasing Loyalty to Breastfeeding: Investigating a Product Development Strategy  

Microsoft Academic Search

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

Joy Parkinson; Rebekah Russell-Bennett; Josephine Previte

2012-01-01

350

Consumer E?Loyalty to Online Travel Intermediaries  

Microsoft Academic Search

The Internet has been increasingly viewed by consumers as the preferred channel to search and purchase travel products. The purpose of this study was to identify and examine the antecedents of consumer loyalty toward online travel intermediaries. An integrative model of consumer e?loyalty was developed, positing that perceived value, perceived quality, and consumer attitudes toward e?shopping had significant and positive

Gregory Dunn; Seyhmus Baloglu; Pearl Brewer; Hailin Qu

2009-01-01

351

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

352

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

353

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

354

The fuzzy comprehensive evaluation of stakeholder's satisfaction in construction project  

Microsoft Academic Search

Based on the ideological of the customer's satisfaction model, this paper has established models of project satisfaction to the main stakeholders. The owners of the project in construction, contractors, supervision side, suppliers, producers, government and organizations around and the public - the six stakeholders' satisfaction as the first, interests demands and the performance requirements of the stakeholders as the second-class

Yu Xiaozhong; Li Haishuang

2009-01-01

355

Oregon State University BEBC Service Satisfaction Survey: A Sample Report  

E-print Network

Oregon State University BEBC Service Satisfaction Survey: A Sample Report Updated: December 30, 2010 The Close to the Customer Project C2C@bus.oregonstate.edu (541) 713-8041 #12;Close to the Customer Project C2C@bus.oregonstate.edu (541) 713-8041 Oregon State University BEBC: Service Satisfaction Survey 1

Escher, Christine

356

The Individual and Group Loyalty Scales (IGLS): Construction and Preliminary Validation  

Microsoft Academic Search

Trait loyalty has received virtually no attention from researchers; consequently, the basic goal of this research was to create a measure of interpersonal loyalty. Principal factor analyses of an initial pool of items revealed 2 factors: Individual Loyalty (e.g., “I stand by my friends, even when they make mistakes”) and Group Loyalty (e.g., “I am loyal to my country”). Analyses

Andrew Beer; David Watson

2009-01-01

357

Study on the consumer satisfaction of agricultural insurance based on fuzzy comprehensive evaluation and Markov chain method  

Microsoft Academic Search

The satisfaction analysis is often used in management methods; there is customer satisfaction analysis in marketing management and employee satisfaction in human resource management, and so on. Satisfaction is related to a wide range of analytical applications, this article chooses agricultural insurance to study as an object and uses fuzzy evaluation method for the agricultural insurance satisfaction of farmers with

Lin Li; Jian Wang; Junyan Zhao

2010-01-01

358

The Voice of Our Customers Student Fiscal Services  

E-print Network

? Students generally express greater satisfaction with our in- person/counter services than our online by SFS and the student's bank, as well as "lock out" of using the service; process not well explainedThe Voice of Our Customers Student Fiscal Services Customer (Student) Satisfaction Survey Results

Hochberg, Michael

359

Keeping your large customers happy  

SciTech Connect

The theme of this paper is that keeping Utility customers happy is more than low rates. Utilities must go beyond electric service and address energy alternatives, reliability, demand side management, information systems, joint planning, business retention, customer satisfaction and economic development. The experience of the city of Palo Alto, California is discussed. A major accounts program was developed which provided technical, informational and educational resources to their largest commercial and industrial customers. A Utilities Resource Advisor is assigned to each customer. A Utilities Desk Reference is provided and maintained by the advisor. Information is provided periodically to update customized charts for the customer. A Value of Service Survey is sent to two larger user groups. The survey addresses Past Performance, Present Perception, and Value of Services and Needs Assessment. 6 figs., 3 tabs.

Mrizek, E.J. [City of Palo Alto, CA (United States)

1994-12-31

360

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

2015-01-14

361

Building Store Loyalty Through Service Strategies  

Microsoft Academic Search

Customer service represents a key element of retail strategy for maintaining a sustainable competitive advantage, even during difficult economic times. Customers are becoming more demanding about the services they expect from retailers both online and in person. In light of the importance of customer service, we propose a framework to refine insights into several retail strategy components—such as availability of

Dhruv Grewal; Ram Krishnan; Joan Lindsey-Mullikin

2008-01-01

362

Customer Satisfaction during the Service Delivery Process  

Microsoft Academic Search

Prior studies of how service quality evolves during the service delivery process have used aggregate case data in retrospect or have not obtained objective measures of the actual dimensions of the service encounter on an individual basis. Reports on a study of an actual hotel service delivery process partitioned into five distinct service encounters; check-in, the room, the restaurant, the

Peter J. Danaher; Jan Mattsson

1994-01-01

363

Use of the Service Attribute Matrix To Measure Consumer Satisfaction  

Microsoft Academic Search

Albrecht and Bradford's service attribute matrix was used to determine at tributes leading to customer satisfaction and dissatisfaction in a college university foodservice. Customer satisfaction\\/dissatisfaction was measured from a self-admin istered questionnaire. Two hundred and twelve questionnaires were returned for a response rate of 66.7%. In general, the most important attributes to the customers in the university cafeteria were quality

Barbara A. Almanza; William Jaffe; Lingchun Lin

1994-01-01

364

AN AGENT-BASED SIMULATION OF IN-STORE CUSTOMER EXPERIENCES Dr. Peer-Olaf Siebers  

E-print Network

Resource (HR) management practices on customer satisfaction and the performance of service-oriented retail practices on customer satisfaction in a more realistic way we need to consider the factors that stimulateAN AGENT-BASED SIMULATION OF IN-STORE CUSTOMER EXPERIENCES Dr. Peer-Olaf Siebers Prof. Uwe Aickelin

Aickelin, Uwe

365

17 CFR 1.26 - Deposit of instruments purchased with futures customer funds.  

Code of Federal Regulations, 2014 CFR

...permitted to invest customers' funds in money market...and make payment in satisfaction thereof by the close...under which we invest customers' funds must not contain...and make payment in satisfaction thereof by the close...under which we invest customers' funds must not...

2014-04-01

366

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

367

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

368

The gaps in satisfaction with transit services among BRT, Metro and Bus riders  

E-print Network

;Customer Satisfaction with Service Attributes and Overall Service BRT Bus Metro Mean Ranking Mean Ranking.44 3.41 3.39 3.34 3.26 3.21 3.13 Ordinal Score #12;Customer Satisfaction with BUS Service Attributes 0.9 Ordinal Score #12;Customer Satisfaction with METRO Service Attributes 0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 3

Minnesota, University of

369

Service quality perspectives and satisfaction in private banking  

Microsoft Academic Search

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well-known measures – SERVQUAL and Technical\\/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer

Walfried M. Lassar; Chris Manolis; Robert D. Winsor

2000-01-01

370

Training Equals Staff Loyalty at Paramount  

ERIC Educational Resources Information Center

Details a pilot customer service training scheme at Paramount Hotels, which leads to a National Vocational Qualification level 3 in customer services. Describes how the training was designed and delivered, and furnishes the views of Paramount Hotels and some of the participants.

Education & Training, 2002

2002-01-01

371

Pre-purchase satisfaction and first-time buyer behaviour: some preliminary evidence  

Microsoft Academic Search

While the customer satisfaction\\/dissatisfaction literature is extensive and continually expanding, there has been little focus on pre-purchase satisfaction of first-time buyers and its likely impact on buying behaviour. Applies a field-based approach to examine and assess the nature of pre-purchase satisfaction and investigate its impact on first-time buyer behaviour. Indicates that pre-purchase satisfaction can be distinguished from anticipated satisfaction and

Antonis Simintiras; Adamantios Diamantopoulos; Judith Ferriday

1997-01-01

372

The New Era of Customer Service Edmund W. Schuster  

E-print Network

;Customer Satisfaction Measures Change from 1995 - 2000 · Nestle -4.5% · Unilever +1.2% · Procter and GambleThe New Era of Customer Service Management Edmund W. Schuster Massachusetts Institute of Technology #12;The Value of Customer Service Flextronics Solectron Celestica #12;Performance Measures

Brock, David

373

LINKAGE BETWEEN ONLINE BANKING SERVICE QUALITY AND CUSTOMERS  

Microsoft Academic Search

Banks have expanded the scope of competition to an e-environment with online banking. The commercial banks in India are introducing online banking to their customers in order to retain their customers from the competition given by foreign banks. Even though, these are so many empirical studies related online banking service quality and customers satisfaction. Hence, the present study has an

S. BASKAR; M. RAMESH

2010-01-01

374

Effects of retail employees' behaviours on customers' service evaluation  

Microsoft Academic Search

Purpose – The purpose of this paper is to test a conceptual model of the effects of customer and service orientation (SO) behaviours of individual retail employees on individual customers' perceptions of service encounter quality (SEQ), service quality (SQ), value, satisfaction, and behavioural intentions (BI). Design\\/methodology\\/approach – The sample (n=271) was customers of a supermarket in central India, and they

Chanaka Jayawardhena; Andrew M. Farrell

2011-01-01

375

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

376

IMPACT OF CULTURAL DIFFERENCES IN AFFECT VALUATION ON CUSTOMER DECISION MAKING  

E-print Network

, interaction quality, and customer satisfaction) depend on the affective content associated with the service and customer/employee cultural group membership. Under certain circumstances, positive EADs may even boomerang. The identification of boundary...

Wang, Ze

2010-05-10

377

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

378

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

379

Custom microcircuits  

NASA Technical Reports Server (NTRS)

The goals of this program are to develop custom microcircuit technology, also known as Application Specific Integrated Circuit (ASIC) technology, for use in flight and ground programs. Supporting this effort are activities to investigate the effects of the space environment, and particularly ionizing radiation, on microcircuits and to develop a space qualification methodology. Another aspect of the program emphasizes innovative applications of custom microcircuit technology to image and signal processing and communications.

1991-01-01

380

Understanding Geographical Markets of Online Firms Using Spatial Models of Customer Choice  

E-print Network

), customer evaluation (Hofstede, Wedel, and Steenkamp 2002), and customer satisfaction (Mittal, KamakuraUnderstanding Geographical Markets of Online Firms Using Spatial Models of Customer Choice Wolfgang Geographical Markets of Online Firms Using Spatial Models of Customer Choice Abstract As online channel matures

Jank, Wolfgang

381

Service consumption criticality in failure recovery  

Microsoft Academic Search

The research reported here explores the effects of service type, service failure, and service criticality (perceived importance) on customer satisfaction and loyalty. Based on past research, this study hypothesizes that both customer satisfaction and loyalty will be significantly affected by the criticality of service consumption and the type of failure recovery effort utilized by a service firm but not by

D. S. Sundaram

1998-01-01

382

Loyalty to Computer Terminals: Is it Anthropomorphism or Consistency?  

ERIC Educational Resources Information Center

The psychological tendency to behave socially with a computer is quite well documented in the literature. But does the short-term socialness of human-computer interaction extend over to long-term social relationships with computers? In particular, do we show loyalty to particular computer terminals over a period of time? An electronic observation…

Sundar, S. Shyam

2004-01-01

383

The effect of flow experience on mobile SNS users' loyalty  

Microsoft Academic Search

Purpose – The purpose of this research is to examine the effect of flow experience on mobile social networking service (SNS) users' loyalty. Design\\/methodology\\/approach – Based on 305 valid responses collected from a survey questionnaire, structural equation modeling (SEM) technology was employed to examine the research model. Findings – The results show that both information quality and system quality significantly

Tao Zhou; Hongxiu Li; Yong Liu

2010-01-01

384

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

385

Career Adaptability, Turnover and Loyalty during Organizational Downsizing  

ERIC Educational Resources Information Center

During organizational restructuring and downsizing, employees often worry about being redundant, actually are redundant, and/or feel unsatisfied with their jobs. Employees, in turn, often react with poor loyalty to and high voluntary exit from the organization. The current study addresses this process from a careers' perspective, showing that…

Klehe, Ute-Christine; Zikic, Jelena; Van Vianen, Annelies E. M.; De Pater, Irene E.

2011-01-01

386

Filipino Parents' School Choice and Loyalty: A Factor Analysis  

ERIC Educational Resources Information Center

This quantitative study aims to ascertain the significant relationship existing between parents' profile, and their school choice and school loyalty. Data were gathered using the researcher's two-part made instrument. Respondents were first asked to fill in a "robotfoto" for purpose of profiling their baseline characteristics and were later asked…

de Guzman, Allan B.; de Castro, Belinda V.; Aquino, Kieshia Albert B.; Buenaventura, Melinda Anne R.; Duque, Anna Celina C.; Enriquez, Mark Lawrence D. R.

2008-01-01

387

Hedging customers.  

PubMed

You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric. PMID:12747165

Dhar, Ravi; Glazer, Rashi

2003-05-01

388

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

389

Dynamic, customer-oriented improvement of supply networks  

Microsoft Academic Search

The paper considers the dynamic coordination of a supply network consisting of one supplier company and multiple customer companies. The ongoing business relationships are based on general contracts. But also the informal understandings and agreements that are facilitated by ongoing business relationships are taken into account: the supplier tries to reduce the prevailing information asymmetry by performing regular customer satisfaction

Werner Jammernegg; Peter Kischka

2005-01-01

390

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

391

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

392

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

393

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

394

Investigating the Effect of Festival Visitors' Emotional Experiences on Satisfaction, Psychological Commitment, and Loyalty  

E-print Network

of the surroundings and is apprehended through the main sensory channels such as sight, sound, scent, and touch. Emotional States: Pleasure, Arousal, and Dominance Environmental Stimuli Fig. 2. The Mehrabian-Russell model (adapted from Lovelock & Wirtz, 2004...

Lee, Ji Yeon

2010-01-16

395

Stepping over the line: What do you competitors` customers really want?  

SciTech Connect

This paper highlights the results of recent customer research conducted for utilities researching competitive pricing products with various service options. It draws upon the broader competitive customer research literature as context. The paper addresses issues related to market segmentation, customer attitudes and perceptions, satisfaction, preferences for new pricing methods, and needs regarding energy-related service offerings. It discusses potential strategies for pricing and/or service offerings that may enable utilities to create new customer relationships, retain current customers, or both.

Prindle, B. [Barakat & Chamberlin, Inc., Washington, DC (United States)

1996-03-01

396

Retailer premium own-brands: creating customer loyalty through own-brand products advantage  

Microsoft Academic Search

Purpose – The purpose of this paper is to propose a theoretical model which investigates antecedents, consequences, and contingency factors of retailer own-brand product advantage. The paper develops propositions and managerial implications. Design\\/methodology\\/approach – It summarizes an empirical work related to the key constructs of the theoretical model and identifies gaps in the literature. The paper provides definitions of each

Ying Huang; Patricia Huddleston

2009-01-01

397

Cross-Market Network Effect with Asymmetric Customer Loyalty: Implications for Competitive Advantage  

Microsoft Academic Search

A exists in many industries (e.g., newspaper publishing, media, software) in which a seller sells both a primary and a secondary product (e.g., a newspaper publisher sells newspapers to readers and advertising space to advertisers), and the value of the secondary product depends on the size of the user base of the primary product. This paper examines the competitive implications

Yuxin Chen; Jinhong Xie

2007-01-01

398

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

399

Developing a Customer Feedback Instrument to Improve Quality and Increase Usage of Special Education Goal Measurement Software  

E-print Network

?14?questions,?which?were?selected?based?on?SD?user?interviews?and?literature?research?performed?about?customer/user?information?satisfaction.????The?instrument?received?21.5%?response?rate.??More?than?89%?of?respondents?supported?SD?being?user... .............................................................................................................................. 39?Appendix?3:?Instrument?to?measure?Customer?Satisfaction........................................................................... 47?Appendix?4:?Instruments?Results?Summary...

Amin, Akshaya

2010-05-14

400

Customer-focused planning: Demonstration project summaries  

SciTech Connect

To succeed in the increasingly competitive and dynamic markets in which they operate, electric utilities are focusing ever greater attention on understanding and meeting customer needs. EPRI's Customer Focused Planning (CFP) project was established to develop concepts and tools that will help utilities enhance their commitment to customer service. The project team conducted a series of interviews and meetings with participating utilities to collaboratively implement crucial steps in the CFP process. Although there is no unique set of tools or single management approach for improving product and service delivery, customer-focused companies have at least five ideals in common. They (1) define goals and objectives in concrete terms, (2) extend the planning boundaries of the organization to include all members of the energy services infrastructure, (3) painstakingly link functional activities directly to customer needs, (4) incorporate the customer's voice in new product/ service design, and (5) align performance measures with customer needs. In addition, customer-focused companies use a variety of methods to improve customer satisfaction and company performance. These methods include conducting market research, developing market processes such as demand-side management contracting or bidding to reveal customer preferences, and involving customers more directly in the planning process. This report summarizes two brief demonstration projects conducted as part of EPRI's CFP project, one at Commonwealth Edison Company (CECo) and one at PSI Energy. The CECo project emphasized developing customer-focused performance measures for telephone inquiries. The PSI Energy project involved a one-day workshop underscoring two important CFP elements-understanding customer wants and explicitly linking those wants to utility activities.

George, S.S. (Putnam, Hayes and Bartlett, Inc., San Francisco, CA (United States))

1992-12-01

401

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

402

Support Statistics Copyright (c) Kaner & Pels, 1997. All rights reserved. Page 1 SOFTWARE CUSTOMER DISSATISFACTION  

E-print Network

. We have been researching and writing a book on software customer satisfaction #12 Copyright (c) Kaner & Pels, 1997. All rights reserved. Page 1 SOFTWARE CUSTOMER DISSATISFACTION CEM KANER There is significant customer dissatisfaction with software and the software industry. Article 2B fundamentally favors

403

Author's personal copy Optimizing product assortment under customer-driven demand substitution  

E-print Network

is that increasing variety increases customer satisfaction but has a negative effect on operational costsAuthor's personal copy Optimizing product assortment under customer-driven demand substitution Eda s t r a c t The problem of product assortment and inventory planning under customer-driven demand

Karaesmen, Fikri

404

Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.  

ERIC Educational Resources Information Center

Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

Tosti, Donald T.; Stotz, Rodger

2000-01-01

405

The utility and its customer: A complex relationship  

SciTech Connect

Developing methods of tracking customer satisfaction for utilities presents major problems since the customer reacts to the utility on many different levels. The more obvious are in relation to the product (energy) and the services the company provides. More recently there has been talk of the {open_quotes}brand{close_quotes} elements of the company-customer relationship. Ontario Hydro (OH) has developed a method utilizing four separate domains for measuring and tracking customer satisfaction: product, service, competitiveness, and institutional relationships. Ontario Hydro conducted a survey of over 1200 residential customers. The respondents received a detailed in-person survey of their estimation of the importance of specific aspects of customer service and their view of Ontario Hydro`s performance on those same issues. The data yielded 28 factors covered a large variety of separate concerns: customer service, and treatment of customers to export policy. OH concluded that the utility`s relationship with its customer is more complex than the susual customer-vendor interaction. A utility not only provides a product and a service, it has a institutional personality and provides an absolutely necessary product under an exclusive franchise and executes government policy as a regulated monopoly. It was found that customers are sensitive to all of these attributes.

Covelli, L. [Ontario Hydro, Toronto (Canada); Williams, M.V. [Wales Behavioral Assessment, Solana Beach, CA (United States)

1994-11-01

406

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

407

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

408

Control of paleoshorelines by trench forebulge uplift, Loyalty Islands  

NASA Astrophysics Data System (ADS)

Unlike most tropical Pacific islands, which lie along island arcs or hotspot chains, the Loyalty Islands between New Caledonia and Vanuatu owe their existence and morphology to the uplift of pre-existing atolls on the flexural forebulge of the New Hebrides Trench. The configuration and topography of each island is a function of distance from the crest of the uplifted forebulge. Both Maré and Lifou are fully emergent paleoatolls upon which ancient barrier reefs form highstanding annular ridges that enclose interior plateaus representing paleolagoon floors, whereas the partially emergent Ouvea paleoatoll rim flanks a drowned remnant lagoon. Emergent paleoshoreline features exposed by island uplift include paleoreef flats constructed as ancient fringing reefs built to past low tide levels and emergent tidal notches incised at past high tide levels. Present paleoshoreline elevations record uplift rates of the islands since last-interglacial and mid-Holocene highstands in global and regional sea levels, respectively, and paleoreef stratigraphy reflects net Quaternary island emergence. The empirical uplift rates vary in harmony with theoretical uplift rates inferred from the different positions of the islands in transit across the trench forebulge at the trench subduction rate. The Loyalty Islands provide a case study of island environments controlled primarily by neotectonics.

Dickinson, William R.

2013-07-01

409

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

410

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

411

Testing perceived relational benefits as satisfaction and behavioral outcomes drivers  

Microsoft Academic Search

Purpose – This paper aims to investigate the different types of perceived relational benefits in the bank-retail customer relationship. It further seeks to assess the influence of these benefits on satisfaction with the bank and on three behavioral outcomes, word-of-mouth, intention to continue the relationship and cross-buying. Design\\/methodology\\/approach – Three focus groups with retail bank customers were conducted to identify

Sergios Dimitriadis

2010-01-01

412

Satisfaction with healthcare services among free clinic patients.  

PubMed

Free clinics provide free or reduced fee health services to the un- or under-insured. Patient engagement is important to understand patients' needs and to improve healthcare systems. There are few studies that examined patient engagement and satisfaction among the underserved and how patients perceive the quality of healthcare services in a free clinic setting. This study examined free clinic patients' satisfaction in order to better understand how free clinic patients perceive quality of healthcare services. English or Spanish speaking patients (N = 351), aged 18 years or older completed a self-administered survey using standardized measures of patient satisfaction and health status. Additional questions of patient satisfaction and experience with healthcare which fit a free clinic setting were developed. While the satisfaction with interpreter services was overall high, there were potential issues of a family member as an interpreter and unmet needs for interpreter services. Participants reported different levels of patient satisfaction by three language categories: native English speakers, non-native English speakers, and Spanish speakers. Health status is an important indicator to determine patient satisfaction. To improve patient satisfaction and engagement among free clinic patients, factors such as: quality of a family interpreter, unmet needs for interpreter services, social support, and health education programs may need to be considered. The differences in these three language groups indicate that not all free clinic patients may be combined together into a general category of free clinic patients. It may be necessary to provide customized treatment for each of these groups. PMID:24912587

Kamimura, Akiko; Ashby, Jeanie; Myers, Kyl; Nourian, Maziar M; Christensen, Nancy

2015-02-01

413

EXPLORING RELATIONSHIP BETWEEN CORE JOB DIMENSIONS AND RETAIL SALES PERSONNEL CUSTOMER ORIENTATION  

Microsoft Academic Search

The work environment job characteristics are empirically tested by researchers to relate job satisfaction and commitment of various types of employees. These studies have addressed two issues: impact of these variables on job satisfaction and organisational commitment. To determine the customer orientation of retail sales person using the key JCM model variables have not been studied extensively in literature. Indian

Debasis Bhattacharya; Subrata Ray

414

[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

415

The Effect of the Gap between College Students’ Perception of the Importance of Coffee Shops and Their Satisfaction after Patronizing Coffee Shops on Their Purchasing Behavior  

Microsoft Academic Search

The purpose of this study was to categorize the gap between coffee shop ‘importance’ (as perceived by customers before patronizing the coffee shop) and ‘satisfaction’ (perception of customers after patronizing the coffee shop) as positive or negative and to analyze the effect of these gaps on purchasing behavior. To do this, I used the gap between importance and satisfaction regarding

Won Ok Lee

2009-01-01

416

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

417

Partial Constraint Satisfaction  

Microsoft Academic Search

A constraint satisfaction problem involves finding values for variables subject to constraints on which combinations of values are allowed. In some cases it may be impossible or impractical to solve these problems completely. We may seek to partially solve the problem, in particular by satisfying a maximal number of constraints. Standard backtracking and local consistency techniques for solving constraint satisfaction

Eugene C. Freuder; Richard J. Wallace

1995-01-01

418

Customer Lifetime Value Measurement  

Microsoft Academic Search

The measurement of customer lifetime value is important because it is used as a metric in evaluating decisions in the context of customer relationship management. For a firm, it is important to form some expectations as to the lifetime value of each customer at the time a customer starts doing business with the firm, and at each purchase by the

Sharad Borle; Siddharth S. Singh; Dipak C. Jain

2008-01-01

419

The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty  

Microsoft Academic Search

The authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price). The model includes product-level, category-related controls (hedonic value and utilitarian value) and brand-level controls (brand differentiation and share of voice). The authors compile an aggregate

Arjun Chaudhuri; Morris B. Holbrook

2001-01-01

420

Identifying, meeting, and assessing customer expectations  

SciTech Connect

Maintaining proficiency in carrying out mission goals is fundamental to the success of any organization. The definitive mission of the Waste Management and Remedial Action Division (WMRAD) of Oak Ridge National Laboratory (ORNL) is {open_quotes}to conduct waste management activities in a compliant, publicly acceptable, technically sound, and cost-efficient manner{close_quotes}. In order to effectively fulfill this mission, must meet or exceed several standards in respect to our customers. These include: (1) identifying current and future customer expectations; (2) managing our relationships with our customers; (3) ensuring our commitment to our customers; and (4) measuring our success m customer satisfaction. Our customers have a great variety of requirements and expectations. Many of these are in the form of local, state, and federal regulations and environmental standards. Others are brought to our attention through inquires made to the Department of Energy (DOE).Consumer surveys have proven to be effective tools which have been used to make improvements, enhance certain program elements, and identify beneficial areas in already existing programs. In addition, national working groups, technology transfer meetings, and manager/contractor`s meeting offer excellent opportunities to assess our activities.

Danner, T.A.

1995-02-01

421

Enhancing library services: an exploration in meeting customer needs through total quality management.  

PubMed

Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed. PMID:10144945

Cundari, L; Stutz, K

1995-01-01

422

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

423

Automatically Grading Customer Confidence in a Formal Specification.  

ERIC Educational Resources Information Center

Describes an automatic grading system for a formal methods computer science course that is able to evaluate a formal specification written in the Z language. Quality is measured by considering first, specification correctness (syntax, semantics, and satisfaction of customer requirements), and second, specification maintainability (comparison of…

Shukur, Zarina; Burke, Edmund; Foxley, Eric

1999-01-01

424

I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.  

PubMed

Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones. PMID:19113951

Chang, Chia-Chi; Chen, Hui-Yun

2009-02-01

425

Student Loyalty Assessment with Online Master's Programs  

ERIC Educational Resources Information Center

Relationship marketing is attracting, maintaining, and, in multi-service organizations, enhancing customer relationships. Educational programs and services, like those of businesses, depend highly on the repeated purchases of their loyal customers. The purpose of this descriptive research is to investigate the relationships between factors that…

Dehghan, Ali

2012-01-01

426

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

427

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

428

A Cross-Cultural Investigation of Customer Reactions to Service Failure and Recovery  

Microsoft Academic Search

Despite recent investigations into cross-cultural analyses of service failure and recovery, there has been little empirical research on the influence of customers’ cultural orientation. This study analyzes a survey of 463 consumers from Brazil, France, Italy, and the Netherlands. Results showed that perceived justice has a significant effect on customer satisfaction, which in turn affects repurchase, word of mouth, and

Celso Augusto de Matos; Daniel Von der Heyde Fernandes; Rodrigo Pinto Leis; Guilherme Trez

2011-01-01

429

Customer service and organizational learning in the context of strategic marketing  

Microsoft Academic Search

The strategic marketing concept requires that marketers adopt an internal and an external focus, and it provides a conceptual basis for devising a customer service policy. Providing customer satisfaction is central to achieving a competitive advantage and should be viewed as an integral part of relationship building that is underpinned by organizational learning. A defined organizational culture can provide the

Yang-Im Lee

2004-01-01

430

The Customer Is Always Right: What the Business World Can Teach Us about Problem Patrons.  

ERIC Educational Resources Information Center

Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

Jackson, Rebecca

2002-01-01

431

Does money buy satisfaction?  

Microsoft Academic Search

There was no change in the distribution of satisfaction with the standard of living among Detroit area wives between 1955 and 1971, although current-dollar median family income more than doubled and constant-dollar income increased by forty per cent. Cross-sectional variation in satisfaction is, however, related to income and, in particular, to relative position in the income distribution. Whereas regressions of

Otis Dudley Duncan

1975-01-01

432

The Individual and Group Loyalty Scales (IGLS): construction and preliminary validation.  

PubMed

Trait loyalty has received virtually no attention from researchers; consequently, the basic goal of this research was to create a measure of interpersonal loyalty. Principal factor analyses of an initial pool of items revealed 2 factors: Individual Loyalty (e.g., "I stand by my friends, even when they make mistakes") and Group Loyalty (e.g., "I am loyal to my country"). Analyses of a revised item pool identified the same 2 factors in a second sample. Scales based on these factors were internally consistent and only moderately related to one another. Additional analyses indicated that both scales (a) were stable over time; (b) showed moderate to strong self-peer agreement; (c) positively correlated with conscientiousness, agreeableness, altruism, and positive emotionality; and (d) negatively related to an avoidant attachment style. However, these associations all were moderate in magnitude (in fact, none was as high as |.40|), indicating that the Individual and Group Loyalty Scales tap unique variance that is not captured by existing instruments. PMID:19365768

Beer, Andrew; Watson, David

2009-05-01

433

Mobile product customization  

Microsoft Academic Search

Many companies are using the web to enable customers to individually customize their products that range from automobiles and bicycles to CDs, cosmetics and shirts. In this paper we present a mobile application for product customization and production within a smart factory. This allows the ad hoc configuration of products at the point of sale (POS). We investigate human factors

Sven Gehring; Markus Löchtefeld; Johannes Schöning; Dominic Gorecky; Peter Stephan; Antonio Krüger; Michael Rohs

2010-01-01

434

"Monkey in a Cage": The Complicated Loyalties of Mid-Level Academic Women Working in Higher Education  

ERIC Educational Resources Information Center

Loyalty raises a dilemma for women's career progression and leadership because it signals confidence in the organisation, despite the ongoing constraints that organisations present for women and their leadership aspirations. The research investigates women's loyalty in the context of higher education. Focussing on a select group of mid-level…

Vongalis-Macrow, Athena

2012-01-01

435

The Role of Trust in Creating Value and Student Loyalty in Relational Exchanges between Higher Education Institutions and Their Students  

ERIC Educational Resources Information Center

The globalization of educational services and the increasing competition coming from the private sector have forced higher education institutions to market their programs more aggressively and to look at student loyalty as the key for future success. Student loyalty to higher education institutions represents not only a more stable financial basis…

Carvalho, Sergio W.; de Oliveira Mota, Marcio

2010-01-01

436

What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach  

Microsoft Academic Search

Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service quality and price on carrier choice and loyalty.

Josip Mikuli?; Darko Prebežac

2011-01-01

437

Selecting a Customization Strategy Under Competition: Mass Customization, Targeted Mass Customization, and Product Proliferation  

Microsoft Academic Search

Customization requires not only an implementation of proper manufacturing systems but also a proper strategy regarding when firms should offer customized products and what the nature of customization should be. This paper questions 1)whether customization is better than no customization, and, if so, 2) what kind of customization strategy firms should adopt under competition. We find that customization is not

Hasan Cavusoglu; S. Raghunathan

2007-01-01

438

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

439

Determinants of Indian physicians’ satisfaction & dissatisfaction from their job  

PubMed Central

Background & objectives: Physicians’ satisfaction/dissatisfaction from their job is an important factor associated with health service that deals with human life. This study was conducted to ascertain overall level and proportion of physicians’ satisfaction from their job as well as to identify those components that influenced it. Method: A comprehensive customized questionnaire was used with Section A to assess demographic profile of physicians and Section B to assess satisfaction. Response to each question was devised using Likert scale. Likert scale responses were converted to normal scale so that statistical procedures could be naturally developed. A total of 170 physicians were selected using multistage sampling. Questionnaire was administered on one to one basis to avoid non-response. Precise and contextualized descriptive and inferential statistical procedures were used for analysis. Result: Of the 140 physicians, 103 (74%) were satisfied from their job with average score of 19.15 ± 11.46 while 37 (26%) were dissatisfied with average score -09.27 ± 06.30. Nine out of 15 components were found significant (P<0.05). Conclusion: Comparative assessment of the present results with those of other studies revealed that satisfaction percentage of Indian physicians and those of the developed countries were almost the same. Perhaps, magnitude of satisfaction level (average score) of the Indian physicians were towards the lower side. Nine determinants, identified in this study can be used safely to assess any professionals’ satisfaction. PMID:24820835

Sharma, Meenakshi; Goel, Sonu; Singh, Sharad Kumar; Sharma, Raman; Gupta, Pramod K.

2014-01-01

440

Community College Faculty Job Satisfaction.  

ERIC Educational Resources Information Center

Presents survey findings regarding community college faculty members' job satisfactions and dissatisfactions. Finds faculty deriving high satisfaction from student achievement, their own intellectual growth, flexible and autonomous working conditions, and association with stimulating peers while expressing dissatisfaction with job conditions,…

Diener, Thomas

1985-01-01

441

Residential satisfaction in students' housing  

Microsoft Academic Search

This paper reports the results of a study of residential satisfaction in students' housing in Nigeria. The study examined how satisfied students were and the factors which predicted residential satisfaction. Specifically, it examined whether the morphological configurations of the halls of residence would predict residential satisfaction. Data were obtained from questionnaires distributed to a sample of 1124 respondents from all

Dolapo Amole

2009-01-01

442

The Satisfaction With Life Scale  

Microsoft Academic Search

This article reports the development and validation of a scale to measure global life satisfaction, the Satisfaction With Life Scale (SWLS). Among the various components of subjective well-being, the SWLS is narrowly focused to assess global life satisfaction and does niot tap related constructs such as positive affect or loneliness. The SWLS is shown to have favorable psychometric properties, including

Ed Diener; ROBERT A. EMMONS; Randy Larsen; Sharon Griffin

1985-01-01

443

Geography of European Life Satisfaction  

ERIC Educational Resources Information Center

The vast majority of studies analyze life satisfaction at individual and/or country level. This study contributes with analysis of life satisfaction at the (sub-national) province level across multiple countries. The purpose of this study is to call attention to spatial aspects of life satisfaction. Literature does not discuss the fact that life…

Okulicz-Kozaryn, Adam

2011-01-01

444

College Faculty and Job Satisfaction.  

ERIC Educational Resources Information Center

Attitudes of 277 faculty members about their work were surveyed in 1983. Herzberg and colleagues' theory that work satisfaction stems from the work itself and dissatisfaction from the work environment was also explored. Attention was directed to attitudes toward work, job stress, overall job satisfaction, and chief job satisfactions and…

Diener, Thomas

445

Assessment and correlation of customer and rater response to cold-start and warmup driveability  

SciTech Connect

A program was conducted from January 14 through March 8, 1991, at Southwest Research Institute (SwRI) in San Antonio, Texas, to establish a relationship between demerits observed in CRC Cold-Start and Warmup Driveability assessments to customer satisfaction levels, and to determine which of several performance deficiencies associated with low volatility gasolines are most troublesome to customers during normal vehicle warmup. Customers used their vehicles in daily service, and a subset of the test fleet was evaluated by trained raters using the established CRC test procedure. There were 7,206 driveability performance assessments by customers which were correlated with 661 trained-rater cold-start driveability evaluations. One hundred sixty-seven SwRI employees participated in the program. Hesitation was the most widely observed problem and was the primary cause of dissatisfaction. The gasoline-ethanol and hydrocarbon-only fuel sets had distinctly different malfunction patterns. Hesitation was strongly associated with gasoline ethanol blends, while surge and stumble were strongly associated with hydrocarbon-only fuels. The current total weighted demerit (TWD) system was found to correlate poorly with customer satisfaction; however, customer observations of problems correlated no better with customer satisfaction. If TWD is to be an indicator of customer perception of driveability performance there should be uniform weighting of rater-observed malfunctions, and start-time should be assigned a greater weighting and a shorter grace period.

Not Available

1993-08-01

446

Queuing models System dynamics models  

E-print Network

-term relationship Encounters immediately impact customer satisfaction and also shape longer-term factors like the customer, to reinforce the value of its offerings, and to sell the customer on the benefits of a long intention to return, likelihood of communicating positively about the service, and customer loyalty #12;#12

Glushko, Robert J.

447

What is Job Satisfaction?  

ERIC Educational Resources Information Center

Despite considerable interest in the study of job satisfaction and dissatisfaction, our understanding of these phenomena has not increased substantially in the past 30 years. It is argued that a major reason for this lack of progress is the implicit conception of casuality accepted by most psychologists. It is called the policy of "correlation…

Locke. Edwin A.

448

Predicting Job Satisfaction.  

ERIC Educational Resources Information Center

Psychological theories about human motivation and accommodation to environment can be used to achieve a better understanding of the human factors that function in the work environment. Maslow's theory of human motivational behavior provided a theoretical framework for an empirically-derived method to predict job satisfaction and explore the…

Blai, Boris, Jr.

449

Word of mouth, brand loyalty, acculturation and the American Jewish consumer  

Microsoft Academic Search

Purpose – The intent of this article is to explore if there is a difference between American Jewish consumers and American non-Jewish consumers in the use of word of mouth and brand loyalty in response to the purchase of durable goods (automobiles). Additionally, this article aims to explore if there is a difference in the use of word of mouth

Jeffrey Steven Podoshen

2006-01-01

450

A Case of Mimetic Isomorphism: A Short-Cut to Increasing Loyalty to Academia  

ERIC Educational Resources Information Center

The paper discusses the process of shortening career path to leadership positions in academia that could serve as an example of mimetic isomorphism, where university tries to apply business-like quick result-oriented strategies. This strategy incentivizes young faculty to stay in universities and keep loyalty to academia. This process could also…

Orkodashvili, Mariam

2008-01-01

451

Heeding Woolf's Great Teacher: Uncovering and Defusing an Education in "Unreal Loyalties"  

ERIC Educational Resources Information Center

In her 1938 epistolary novel and educational treatise, "Three Guineas," Virginia Woolf discusses "freedom from unreal loyalties" as key to educating for peace rather than for war, as was the concern in Woolf's time and remarkably remains of serious concern seventy-odd years later. This essay analyzes how modern-day, post-9/11 U.S. public education…

Otto, Stacy

2012-01-01

452

Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a web site  

Microsoft Academic Search

Purpose – The purpose of this paper is to analyze the effect of privacy and perceived security on the level of trust shown by the consumer in the internet. It also aims to reveal and test the close relationship between the trust in a web site and the degree of loyalty to it. Design\\/methodology\\/approach – First, there is an explanation

Carlos Flavián; Miguel Guinaliu

2006-01-01

453

Learning Virtual Community Loyalty Behavior From a Perspective of Social Cognitive Theory  

Microsoft Academic Search

Drawing upon social cognitive theory (SCT), this research postulates several personal and environmental factors as key drivers of virtual community loyalty behavior in online settings. An empirical testing of this model, by investigating undergraduate students' participation in communities of online games, reveals the applicability of SCT in virtual communities. The study's test results show that the influences of both affective

Chieh-Peng Lin

2010-01-01

454

Students' Trust, Value and Loyalty: Evidence from Higher Education in Brazil  

ERIC Educational Resources Information Center

This paper focuses on students' perception of value, trust and loyalty and how these constructs connect in the context of higher education in Brazil. For this endeavor we conducted a survey among undergraduate business students in Brazil. The findings suggest that trust in faculty and trust in staff positively affects students' trust in management…

Sampaio, Claudio Hoffmann; Perin, Marcelo Gattermann; Simoes, Claudia; Kleinowski, Hamilton

2012-01-01

455

Predicting online game loyalty based on need gratification and experiential motives  

Microsoft Academic Search

Purpose – This paper aims to explore the factors affecting consumers' loyalty toward online games based on the uses and gratifications theory and the flow theory. Design\\/methodology\\/approach – The research employed two approaches to collect data: personal interview and online survey. Each data collection approach consists of two phases to overcome method bias. This study adopted structural equation modeling to

Lan-Ying Huang; Ying-Jiun Hsieh

2011-01-01

456

What Determines Giving to Hurricane Katrina Victims? Experimental Evidence on Racial Group Loyalty*  

E-print Network

What Determines Giving to Hurricane Katrina Victims? Experimental Evidence on Racial Group Loyalty presentation to manipulate beliefs about the race, income, and worthiness of Hurricane Katrina victims. Respondents then decide how to divide $100 between themselves and Katrina victims. We find no effects

Fischhoff, Baruch

457

Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships  

Microsoft Academic Search

This paper uses the perspective of interpersonal relationship theory to critically examine, reposition, and extend the notion of brand loyalty. Depth interviews among eight coffee-consuming adults who qualified as brand loyal by traditional criteria provide the data. The result is a deeper appreciation of the character of loyal consumer-brand relations and a sharper awareness of the limitations to understanding that

Susan Fournier; Julie L. Yao

1997-01-01

458

Does LibQUAL+[TM] Account for Student Loyalty to a University College Library?  

ERIC Educational Resources Information Center

Purpose: The purpose of this paper is to find out whether LibQUAL+[TM]can account for student loyalty to the library of an institution of higher education. LibQUAL+[TM] is a marketing tool that is used to measure perceived service quality of libraries, and the present analysis aims at validating this service quality instrument within a more…

Helgesen, Oyvind; Nesset, Erik

2011-01-01

459

Superstition as a personal moderator in the development of commitment and loyalty to and within casinos  

Microsoft Academic Search

Gambling is a popular leisure activity for people around the world and the global casino industry has expanded rapidly in recent years. Behavioural loyalty among gamblers can be very important to the success of casinos, which will benefit from marketing strategies used to induce loyal patronage. However, it must also be appreciated that extremely loyal behaviour may be an indication

Daniel A. Guttentag; Mark E. Havitz

2010-01-01

460

Understanding Marine Customers  

NSDL National Science Digital Library

This webcast introduces the different marine forecast customers and discusses what forecast information they need to know and why they need to know it. A better understanding of the needs of the marine forecast customer will lead to better daily forecasts.

COMET

2006-11-02

461

Customer Relationship Management.  

ERIC Educational Resources Information Center

Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

Fayerman, Michael

2002-01-01

462

Customizing Parenting Education  

ERIC Educational Resources Information Center

The authors of this article discuss customizing parent education which requires customized assessment. At Auburn University, Kreg Edgmon and Wally Goddard developed a parent assessment based on the National Extension Parent Education Model (NEPEM) (Smith, Cudaback, Goddard, & Myers-Walls, 1994). All items in the parent assessment were tested with…

Goddard, H. Wallace; Dennis, Steven A.

2004-01-01

463

Customer size and customer profitability in non-contractual relationships  

Microsoft Academic Search

Purpose – The profitability of individual customers can show substantial variation, both in money amounts and in margins (percentages). The literature suggests that larger customers have a higher customer profitability margin: a dollar in revenue from a large customer generates more profit than a dollar in revenue from a small customer. The purpose of this paper is to explore the

Sander van Triest

2005-01-01

464

Entire Complacency and Satisfaction  

E-print Network

Posted originally on the Archive of Our Own at http://archiveofourown.org/works/37739. Rating: General Audiences Archive Warning: No Archive Warnings Apply Category: F/F Fandom: Mina de Malfois Character: Archivist12, Mina de Malfois - Character... Additional Tags: Future Fic Collections: Yuletide Madness 2009 Stats: Published: 2009-12-24 Words: 811 Entire Complacency and Satisfaction by Carlanime Summary A quick look forward to the period immediately following Mina's sojourn in grad school. Notes...

2009-12-24

465

42 CFR 61.15 - Moral character or loyalty; reference to Special Review Committee; review and recommendation.  

Code of Federal Regulations, 2014 CFR

...15 Section 61.15 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT OF HEALTH AND HUMAN SERVICES FELLOWSHIPS, INTERNSHIPS, TRAINING FELLOWSHIPS Regular Fellowships § 61.15 Moral character or loyalty; reference to Special Review...

2014-10-01

466

42 CFR 61.15 - Moral character or loyalty; reference to Special Review Committee; review and recommendation.  

Code of Federal Regulations, 2013 CFR

...15 Section 61.15 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT OF HEALTH AND HUMAN SERVICES FELLOWSHIPS, INTERNSHIPS, TRAINING FELLOWSHIPS Regular Fellowships § 61.15 Moral character or loyalty; reference to Special Review...

2013-10-01

467

42 CFR 61.15 - Moral character or loyalty; reference to Special Review Committee; review and recommendation.  

Code of Federal Regulations, 2011 CFR

...15 Section 61.15 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT OF HEALTH AND HUMAN SERVICES FELLOWSHIPS, INTERNSHIPS, TRAINING FELLOWSHIPS Regular Fellowships § 61.15 Moral character or loyalty; reference to Special Review...

2011-10-01

468

42 CFR 61.15 - Moral character or loyalty; reference to Special Review Committee; review and recommendation.  

Code of Federal Regulations, 2012 CFR

...15 Section 61.15 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT OF HEALTH AND HUMAN SERVICES FELLOWSHIPS, INTERNSHIPS, TRAINING FELLOWSHIPS Regular Fellowships § 61.15 Moral character or loyalty; reference to Special Review...

2012-10-01

469

Customer Communication Document  

NASA Technical Reports Server (NTRS)

This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

2009-01-01

470

CRC customer versus rater octane number requirement program (1990)  

SciTech Connect

A CRC cooperative program was conducted to determine the difference in octane requirements between technical raters and 'customers' (the general driving public). The tests were conducted in two phases, with the second being a repeat of the first to verify the results obtained. The trained raters used the CRC E-15 procedure to determine the octane requirement of the vehicles while the customers' perception and objection to knock were determined through the use of a questionnaire. The customers' responses (perception and objection level) were based upon audible knock, acceleration performance, and after-run on a series of full-boiling-range customer/rater unleaded (FBRCU) reference-fuels. Data were analyzed from 168 1988-1991 model-year vehicles, with 126 of these tested in Phase II. The results showed that the customers, objections and perceptions were overwhelmingly based on knock, rather than acceleration performance or after-run. Two general methods, a population comparison and a delta analysis, were used to estimate the difference between customer and rater octane requirements. In the first method, the data were analyzed by comparing satisfaction curves for the technical and customer octane requirements (population comparison).

Not Available

1993-10-01

471

Role Overload, Job Satisfaction, Leisure Satisfaction, and Psychological Health among Employed Women  

ERIC Educational Resources Information Center

Role overload, job satisfaction, leisure satisfaction, and psychological health were measured for 155 women who were employed full time. Role overload was negatively correlated with psychological health, job satisfaction, and leisure satisfaction. Job satisfaction and leisure satisfaction were positively correlated with psychological health.…

Pearson, Quinn M.

2008-01-01

472

Getting Through Customs  

NSDL National Science Digital Library

This collection of articles by the training firm Getting Through Customs is aimed at business people who often travel abroad. Over fifteen excerpts from IndustryWeek and SwissAir's Gazette, among other periodicals, provide tips on customs, greetings, business attire, and gift-giving in countries around the world, and a set of 50 quizzes helps readers test their cultural I.Q.

473

47 CFR 64.2005 - Use of customer proprietary network information without customer approval.  

Code of Federal Regulations, 2010 CFR

... false Use of customer proprietary network information without customer approval...COMMON CARRIERS Customer Proprietary Network Information § 64.2005 Use of customer proprietary network information without customer...

2010-10-01

474

{open_quotes}Understanding district energy customer behavior - the key to getting customers and keeping them happy{close_quotes}  

SciTech Connect

The market share achieved by district energy systems is frequently represented as a percentage of a particular country`s total energy consumption, or as a percentage of the energy used for heating and cooling. While such characterizations of district energy`s market share are valid and important from a producer`s perspective, the position of the customer is not well represented. The effectiveness of communicating market share in this way greatly depends on the district energy customers` knowledge about the local, regional and national energy markets. It also fails to take into account the differences among customer buildings and their individual energy consumption patterns. An alternative view of market share is suggested when the perspective of the district energy markets shifts from that of the producer`s to the ends user`s. End users of district energy typically are responsible for the ownership and/or the operation of a building. This includes providing energy for comfort, lighting and any processes being conducted in the building. Fundamentally, district energy customers are in the property management business. Their business operations are represented and rated with respect to the building area they manage. Frequently, several buildings are managed by one company. An extensive amount of research has been done about the behavior of consumers when making buying decisions. This includes the fact that product and service buying behavior differs. Also, the field of customer satisfaction is rich with clues on how to keep our customers happy with their decisions to use district energy. This report presents key considerations about buyer behavior and customer satisfaction as they relate to marketing in the district energy field.

Kattner, J.F.

1995-09-01

475

Local practice and global data: loyalty cards, social practices, and consumer surveillance.  

PubMed

Monitoring of consumers has become the most widespread mode of surveillance today. Being a multi-billion dollar business, the collected data are traded globally without much concern by the consumers themselves. Loyalty cards are an element with which such data are collected. Analyzing the role of loyalty cards in everyday practices such as shopping, I discuss how new modes of surveillance evolve and work and why they eventually make communication about data protection a difficult matter. Further, I will propose an alternative approach to the study of surveillance. This approach is concerned with local practices, focusing on subjective narratives in order to view surveillance as an integral part of culturally or socially manifested contexts and actions and not to view surveillance as something alien to society and human interaction. This will open up other possibilities to study modes of subjectivity or how individuals situate themselves within society. PMID:22175065

Zurawski, Nils

2011-01-01

476

Conflict Management Styles and Job Satisfaction by Organizational Level and Status in a Private University  

ERIC Educational Resources Information Center

Effective handling of conflict can result in effective teamwork and leadership, higher morale, increased productivity, satisfied customers, and satisfied employees. Ineffective conflict management styles in the workplace can lead to low levels of job satisfaction, resulting in high levels of turnover. Research indicates that the economic cost to…

Williams, Irene Ana

2011-01-01

477

Recruitment Combined with Retention Strategies Results in Institutional Effectiveness and Student Satisfaction.  

ERIC Educational Resources Information Center

In Winter 1994, the Marketing Department at Salt Lake Community College (SLCC) in Utah implemented an educational marketing plan that incorporated a focus on customer service to improve institutional effectiveness and student satisfaction. The plan includes a retention and recruitment program to strengthen the college's relationship with current…

Youngman, Curtis

478

An Examination of Relationships between Psychosocial Satisfaction Scales in an Online Student Learning Environment  

ERIC Educational Resources Information Center

Research suggests that students who are satisfied with their learning experiences are typically successful and there is a fundamental theory that suggests if the expectations of students are achieved they will be return customers. This study examined the relationships between the psychosocial satisfaction scales in an online student learning…

Bookout, James Marshall, Jr.

2010-01-01

479

The Influence of Changing Nurse Documentation Practices Have on Patient Satisfaction  

ERIC Educational Resources Information Center

Health care leaders in the 21st century face challenges that stem from issues concerning quality care in a cost efficient environment while maintaining customer satisfaction. Technology has played a vital part in offering more advanced diagnostic and surgical equipment. The proliferation of technology has resulted in documentation at the…

Blaney, Charon D.

2012-01-01

480

The Factors Influencing Chinese Online Shopper's Satisfaction in Web2.0 Era  

Microsoft Academic Search

Based on 327 data from three universities and five virtual communities in China, this study investigated factors affecting customer satisfaction of Chinese online shoppers in Web2.0 era. A SEM model was used. 8 hypotheses among the total 11 hypotheses in SEM model were confirmed in the final. Results show three main findings: (a) Chinese online shoppers are facing \\

Hui Chen; Zheng Li

2008-01-01

481

Sexual satisfaction in male infertility.  

PubMed

Infertility is proposed to be a continuing stressor for couples suffering from involuntary childlessness. A long duration of the desire for a child and, correspondingly, a longer period of diagnostic and treatment procedures could have a negative impact on sexual satisfaction, thus leading to an unfavorable psychological circuit. The present evaluation should clarify the state of sexual satisfaction and relationships, with relevant parameters in 68 men with fertility problems, of couples with involuntary childlessness. Subjects reported relatively high average levels of present sexual satisfaction with only nonsignificant lower scores (p = .08) compared to recalled sexual satisfaction prior to diagnosis of infertility. Multiple regression analyses revealed that a positive age difference between men and their spouses (p = .042) and a higher weekly coitus frequency (p = .002) were the only significant parameters associated independently with higher sexual satisfaction. Neither the age of partners, attitudes toward sexuality, treatment duration, duration of the partnership and the duration of the desire for a child, nor andrological findings had an influence on present sexual satisfaction. The results propose that treatment duration and duration of the desire for a child may not necessarily be connected to lowered sexual satisfaction in infertile males and that coitus frequency seems to be an indicator of sexual satisfaction in this patient group. PMID:10407644

Müller, M J; Schilling, G; Haidl, G

1999-01-01

482

Emotional intelligence and life satisfaction  

Microsoft Academic Search

This study examined the relationship between emotional intelligence and life satisfaction. To determine the nature of this relationship, personality constructs known to predict life satisfaction were also assessed (positive and negative affect). Emotional intelligence was assessed in 107 participants using a modified version of the Trait Meta-Mood Scale [TMMS; Salovey, P, Mayer, J., Goldman, S., Turvey, C. & Palfai, T.1995.

Benjamin Palmer; Catherine Donaldson; Con Stough

2002-01-01

483

An index of job satisfaction  

Microsoft Academic Search

An attitude scale to give an index of job satisfaction was constructed by a combination of Thurstone and Likert scaling methods. A corrected odd-even reliability coefficient of .87 was computed from scores obtained from a sample of 231 female office employees. Validity was investigated by comparing job satisfaction scores of two groups: (1) 40 students who had personnel jobs, and

Arthur H. Brayfield; Harold F. Rothe

1951-01-01

484

OPPORTUNITIES, ASPIRATIONS AND LIFE SATISFACTION  

Microsoft Academic Search

The idea that expanding work and consumption opportunities always increases people's wellbeing is well established in economics but finds no support in psychology. Instead, there is evidence in both economics and psychology that people's life satisfaction depends on how experienced utility compares with expectations of life satisfaction or decision utility . In this paper I suggest that expanding work and

Woody Allen; Francesco Ferrante

485

Perspectives on User Satisfaction Surveys.  

ERIC Educational Resources Information Center

Discusses academic libraries, digital environments, increasing competition, the relationship between service quality and user satisfaction, and user surveys. Describes the SERVQUAL model that measures service quality and user satisfaction in academic libraries; considers gaps between user expectations and managers' perceptions of user…

Cullen, Rowena

2001-01-01

486

Organizational culture and job satisfaction  

Microsoft Academic Search

This empirical investigation examines the impact of organizational culture types on job satisfaction in a survey of marketing professionals in a cross-section of firms in the USA. Cameron and Freeman’s (1991) model of organizational cultures comprising of clan, adhocracy, hierarchy, and market was utilized as the conceptual framework for analysis. The results indicate that job satisfaction levels varied across corporate

Daulatram B. Lund

2003-01-01

487

Innovative product design based on comprehensive customer requirements of different cognitive levels.  

PubMed

To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach. PMID:25013862

Li, Xiaolong; Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

2014-01-01

488

Innovative Product Design Based on Comprehensive Customer Requirements of Different Cognitive Levels  

PubMed Central

To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach. PMID:25013862

Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

2014-01-01

489

Dynamic Competition with Customer Recognition  

Microsoft Academic Search

In many markets firms have some information about their customers resulting from the consumers' past choice behavior. Given this information, firms can better target their market practice with respect to their customers. This article considers such a situation in a duopoly with infinitely lived firms and overlapping generations of customers. A new customer may either have bought the competing product

J. Miguel Villas-Boas

1999-01-01

490

Customs and DEA Update  

NSDL National Science Digital Library

The Transactional Records Access Clearinghouse (last discussed in the September 9, 1999 Scout Report) has updated its data site on the Drug Enforcement Agency and added a new Customs Service data site. The DEA site features "numerous graphs, charts and tables, all based on data from the Justice Department, the federal court, the U.S. Sentencing Commission and numerous other sources." According to TRAC, this data shows "hard-to-explain regional variations in the enforcement activities and sentencing decisions found among the 90 federal judicial districts." In addition, the customs site data suggests that, while Customs Department convictions on drug-related offenses are sharply up, other convictions are down, indicating a change in enforcement focus. TRAC is associated with Syracuse University.

491

The development and validation of the Incivility from Customers Scale.  

PubMed

Scant research has examined customers as sources of workplace incivility, despite evidence suggesting that mistreatment is more common from organizational outsiders, including customers, than from organizational members (Grandey, Kern, & Frone, 2007; Schat & Kelloway, 2005). As an important step in extending the literature on customer incivility, we conducted two studies to develop and validate a measure of this construct. Study 1 used focus groups of retail and restaurant employees (n = 30) to elicit a list of uncivil customer behaviors, based on which we wrote initial scale items. Study 2 used a correlational survey design (n = 439) to pare down the number of scale items to 10 and to garner reliability and validity evidence for the scale. Exploratory and confirmatory factor analyses show that the scale is unidimensional and distinguishable from measures of the related, but distinct, constructs of interpersonal justice and psychological aggression from customers. Reliability analyses show that the scale is internally consistent. Significant correlations between the scale and individuals' job satisfaction, turnover intentions, and general and job-specific psychological strain provide evidence of criterion-related validity. Hierarchical regression analyses show that the scale significantly predicts three of four organizational and personal strain outcomes over and above a workplace incivility measure adapted for customer incivility, providing some evidence of incremental validity. Limitations and future research directions are discussed. PMID:23834446

Wilson, Nicole L; Holmvall, Camilla M

2013-07-01

492

An evaluation of customers' perception and usage of rural community banks (RCBs) in Ghana  

Microsoft Academic Search

Purpose – To ascertain customers' usage level and perceptions of the image of rural community banks (RCBs) in Ghana. This research examines whether women and men differ in their levels of satisfaction and expectation about the banks' services. It also assesses the contribution of RCBs towards infrastructural development in the rural areas. Design\\/methodology\\/approach – Both desk and primary research methods

Nana Owusu-Frimpong

2008-01-01

493

Marketing through Online Leadership to Retain Invisible Customers: Perceptions of Online Students  

ERIC Educational Resources Information Center

This quantitative study examined the relationship between student perceived leadership styles of online university instructors, and the perceived customer satisfaction and retention of online students. Specifically, the four goals of this study were to determine: (a) students' perception of their online instructor's leadership style, (b)…

Kibiloski, F. Terry.

2012-01-01

494

Obtaining patients' views of nursing care to inform the development of a patient satisfaction scale.  

PubMed

Patient satisfaction is increasingly being measured as an indication of the effectiveness of nursing care. At present, however, there are no validated UK scales available specifically addressed to nursing. The aim of the present study was to develop a sensitive, valid and reliable measure of patient satisfaction. This paper describes the first phase of the study, the development of a multidimensional concept of satisfaction from the patients' perspective. Using qualitative methods, patients were interviewed both in hospital and following discharge. Eleven main concepts were identified: nurses' manner, attentiveness, availability, reassurance, individual treatment, openness/informality, information, professionalism, ward organization, nurses' knowledge and ward environment. Beginning with customer-defined values has provided the starting point for the development of a scale to measure patients' satisfaction with nursing using concepts important to patients, rather than hospital personnel or research teams. PMID:7655811

Thomas, L H; MacMillan, J; McColl, E; Priest, J; Hale, C; Bond, S

1995-06-01

495

[Decision making satisfaction in health scale: instrument adapted and validated to portuguese].  

PubMed

Decision making is an area of health research that has gained importance both for the partnership models of care that give prominence to the patient and family, either by growing concern about quality and customer satisfaction with the care provided. So we decided to make the cultural adaptation and to evaluate the psychometric properties of the Portuguese version "The Satisfaction with Decision Scale" de Holmes-Rovner (1996), which aims to assess satisfaction with the decisions taken in health. The sample consisted of 521 nursing students the School of Nursing of Porto. The results of reliability tests show good internal consistency for the total items (Alpha Cronbach = 0.88). The psychometric study allows us to state that the Portuguese version of "The Satisfaction with Decision Scale", we call "Escala da Satisfação com a Decisão em Saúde", is an instrument comparable with the original in terms of validity and reliability. PMID:25590878

Martinho, Maria Júlia Costa Marques; Martins, Maria Manuela Ferreira Pereira da Silva; Angelo, Margareth

2014-12-01

496

UBC Social Ecological Economic Development Studies (SEEDS) Student Report Social Sustainability Assessment of Sprouts  

E-print Network

.........................................................................................11 Customer Satisfaction Findings..............................................................................................10 Volunteer Satisfaction Findings..............................................................................................................................17 Satisfaction

497

Service Provider Enterprise Customers  

E-print Network

this with your peers NFC Connect solutions Securely deliver credentials to mobile phones via Near FieldNFC Connect Service A B C D Service Provider Enterprise Customers with credentials and other secure existing credentials to mobile user via NFC MNO-TSMs Carrier Specific service that delivers credentials

Fisher, Kathleen

498

Facilities Management Customer Handbook  

E-print Network

, research and living environment to the benefit of UNC Charlotte students, faculty, staff and the entire the campus community. Our mission is to provide a quality learning, research and living environment, custodial, recycling and utility services for the campus. Our key business drivers are teamwork, customer

Howitt, Ivan

499

Library Services Customer Charter  

E-print Network

Library Services Customer Charter Our commitment to you is to: · ensure your needs are the focus you informed of progress. To help us achieve this we ask you to: · treat your fellow users and library staff with respect and courtesy · carry your College ID or Library membership card in order to access

Applebaum, David

500

The Relationship between Satisfaction with Workplace Training and Overall Job Satisfaction  

ERIC Educational Resources Information Center

Opportunities for training and development are paramount in decisions regarding employee career choices. Despite the importance, many research studies on job satisfaction do not address satisfaction with workplace training as an element of overall job satisfaction, and many job satisfaction survey instruments do not include a "satisfaction with…

Schmidt, Steven W.

2007-01-01