These are representative sample records from Science.gov related to your search topic.
For comprehensive and current results, perform a real-time search at Science.gov.
1

The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry  

Microsoft Academic Search

Customer loyalty has become a topical issue in research and practice due to its proven dominance in a hotel organization's success. The present research adds to the body of knowledge in services marketing in the hospitality industry by improving understanding of the relationships among customer loyalty, customer satisfaction, and image. This research identifies the factors of image and customer satisfaction

Jay Kandampully; Dwi Suhartanto

2003-01-01

2

Do Chinese cultural values affect customer satisfaction\\/loyalty?  

Microsoft Academic Search

Purpose – The purpose of this study is to investigate the antecedent roles of the Chinese cultural values of “face” and “harmony” in influencing customer satisfaction\\/loyalty, and the service quality dimensions that are most salient to the context of Chinese diners. Design\\/methodology\\/approach – A self-administered survey was conducted for a convenience sample of Chinese diners in Australia. Findings – A

Rui Jin Hoare; Ken Butcher

2008-01-01

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

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

Microsoft Academic Search

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

Shirshendu Ganguli; Sanjit Kumar Roy

2011-01-01

5

The Mediating Effects of Perceived Value and Customer Satisfaction on Customer Loyalty in the Chinese Restaurant Setting  

Microsoft Academic Search

This study analyzes the mediating effects of perceived value and customer satisfaction between value?related benefits (core, tangible, and intangible benefits) and customer loyalty. Using the Chinese restaurant diners' meal experiences as an illustration, the study proposes an integrated model of value?related benefits, perceived value, customer satisfaction, and customer loyalty. Six hundred and ten Chinese restaurant diners were interviewed. The findings

Vincent C. S. Heung; Eric W. T. Ngai

2008-01-01

6

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

Microsoft Academic Search

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

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

2008-01-01

7

Customer loyalty in extended service settings : The interaction between satisfaction, value attainment and positive mood  

Microsoft Academic Search

In research on customer loyalty in services, satisfaction has often been mentioned as an important determinant. However, empirical evidence concerning the relationship between loyalty and satisfaction has remained equivocal. This may be even more so for services that are delivered over an extended period of time in which consumers actively take part. We propose that for the extended service experience

Ko de Ruyter; Josée Bloemer

1999-01-01

8

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

9

Toward the development of a service provider sociality scale and its relationship to customer satisfaction and loyalty  

Microsoft Academic Search

This study assessed the dimensional structure of the Service Provider Sociality Scale, then determined whether service providers' use of different sociality dimensions predicts customer satisfaction and, in turn, whether customer satisfaction predicts loyalty. A survey of 256 undergraduate student “customers” revealed two significant dimensions of sociality: Personal Connection and Courteous Expressions. These dimensions explained 74% of the variance in customer

Chas Koermer; Wendy S. Zabava Ford; Curtis Brant

2000-01-01

10

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

PubMed

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

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

2006-12-01

11

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

12

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

13

Customer satisfaction and loyalty in the eyes of new and repeat customers : Evidence from the transport sector  

Microsoft Academic Search

Purpose – The purpose of this paper is to attempt to explore the relative importance of the physical and interactive elements of service on overall satisfaction, particularly when these elements are moderated by the point-of-view of repeat and new customers. Evidence is drawn from the transport sector industry. Design\\/methodology\\/approach – The data for this study come from 388 ferry passengers.

Angelos Pantouvakis; Konstantinos Lymperopoulos

2008-01-01

14

Survey the Role of Brand in Formation of Customer Loyalty in Financial Services Marketing by the Approach of Small Firms  

Microsoft Academic Search

One of elements which have received considerable attention in relationship marketing is customer loyalty. Brand is one of construct contributes to the formation of customer loyalty. Thus this study investigates the relationship between customer loyalty and brand. In this regards, using conceptual model, relationship between satisfaction, value, resistance to change, affect, trust and brand equity with customer loyalty has been

Gholamreza Jandaghi; Alireza Amini; Parvaneh Pirani; Zahra Amini; Hasan Kharazi

2011-01-01

15

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

16

Role of customer orientation in an integrative model of brand loyalty in services  

Microsoft Academic Search

This study attempts to model the development of brand loyalty by examining the simultaneous effects of customer orientation, perceived quality, brand associations, and satisfaction on brand loyalty. Data are used from retail banking and discount store retailing services to examine the direct and indirect effects of customer perceptions of customer orientation and quality on brand loyalty. It was found that

Hong-Youl Ha; Joby John

2010-01-01

17

Impact of loyalty programs on relationship benefits and customer loyalty: A customer perspective  

Microsoft Academic Search

In recent years, loyalty program as an important means of relationship marketing, has been highly concerned by scholars and enterprises. However, there are many problems when execute the loyalty program. The traditional loyalty program only focus on short-term economic profits is clearly needed to be improved. This paper explores the impact of loyalty programs on relationship benefits and customer loyalty

Feng Ning; Zhang Ming-li; Tang Sai-li

2010-01-01

18

The mismanagement of customer loyalty.  

PubMed

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

Reinartz, Werner; Kumar, V

2002-07-01

19

Role of satisfaction in an integrative model of brand loyalty : Evidence from China and South Korea  

Microsoft Academic Search

Purpose – Despite an extensive body of research on brand loyalty, it has been demonstrated that customer-based brand research is still in a state of evolution. The purpose of this paper is to develop and test alternative models of the brand loyalty process by examining the effects of customer orientation, brand association, perceived service quality, and satisfaction on brand loyalty

Hong-Youl Ha; Swinder Janda; Sang-Kyu Park

2009-01-01

20

Customer satisfaction  

Microsoft Academic Search

Purpose – This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Design\\/methodology\\/approach – Articles were obtained by an English language search of MEDLINE from January

Rade B. Vukmir

2006-01-01

21

Consumer shopping value, satisfaction, and loyalty for retail apparel brands  

Microsoft Academic Search

Purpose – To examine the effect of utilitarian and hedonic shopping benefits on customer satisfaction, loyalty, and word of mouth communication in a retail branded context. Design\\/methodology\\/approach – A sample of young adult consumers (N=276) was surveyed using a self-administered questionnaire. Statistical techniques (confirmatory factor analysis, structural equation modeling) were used to evaluate the data. Findings – Statistical models indicate

Jason M. Carpenter; Ann Fairhurst

2005-01-01

22

Modeling repurchase frequency and customer satisfaction for fast food outlets  

Microsoft Academic Search

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

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

2004-01-01

23

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

24

A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics  

Microsoft Academic Search

Customer loyalty is an important strategic objective for all managers. Research has investigated the relationship between customer satisfaction and loyalty in various contexts. However, these predominantly cross-sectional studies have focused on customer retention as the primary measure of loyalty. There has been little investigation into the impact on share of wallet. Using data from the Canadian banking industry, this research

Bruce Cooil; Timothy L. Keiningham; Lerzan Aksoy; Michael Hsu

2007-01-01

25

An Exploratory Study of Casino Customer Loyalty Programs.  

E-print Network

??This study summarizes academic theories and industry applications related to customer loyalty programs, drawing on literature pertaining to reciprocity and resource theory, attitudinal loyalty, tiered… (more)

Crofts, Cristina R.

2011-01-01

26

Internal and external factors which affect customer loyalty  

Microsoft Academic Search

The development of customer loyalty is a strategic objective for most companies. There are many different terms used in business today to describe the process of building customer loyalty. This article describes the benefits of building customer loyalty and explores the essential strategic considerations for companies contemplating the development of loyalty initiatives. It also establishes the relationship between how brands

Dennis L. Duffy

2003-01-01

27

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

Microsoft Academic Search

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

Theodore P Stank; Thomas J Goldsby; Shawnee K Vickery

1999-01-01

28

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

Microsoft Academic Search

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

Benjamin Osayawe Ehigie

2006-01-01

29

Lasting customer loyalty: a total customer experience approach  

Microsoft Academic Search

Purpose – Understanding and delivering total customer experience (TCE) in order to sustain lasting customer loyalty (LCL) is increasingly important given the pressures of commoditization, globalization and market saturation in developed countries. The purpose of this paper is to review the concepts of TCE and LCL. Design\\/methodology\\/approach – The concepts of TCE and LCL are discussed and defined and their

Oswald A. Mascarenhas; Ram Kesavan; Michael Bernacchi

2006-01-01

30

An Augmented Model of Customer Loyalty for Organizational Purchasing of Financial Services  

Microsoft Academic Search

Purpose. To understand how the drivers of loyalty in business-to-business (B2B) markets for financial services might be moderated by short- versus long-term relational orientation to help companies in those markets optimize the allocation of their marketing resources.Methodology\\/Approach. The basis of this study was the European Customer Satisfaction Index (ECSI) model of customer loyalty, which was relevant for this B2B market

Yew-Wing Lee; Steven Bellman

2008-01-01

31

Patient Influences on Satisfaction and Loyalty for GP Services  

Microsoft Academic Search

Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels of loyalty while older

Sharyn Rundle-Thiele; Rebekah Russell-Bennett

2010-01-01

32

Customer loyalty and the role of relationship length  

Microsoft Academic Search

Purpose – The objective of this study is to examine the effect of corporate image, perceived value, and switching costs on customer loyalty in customer\\/provider relationships of different length. Design\\/methodology\\/approach – Five key constructs, namely: corporate image, perceived value, switching costs, customer loyalty, and length of relationship, were employed. Using a systematic sampling technique, student interviewers randomly approached customers exiting

Chung-Yu Wang; Li-Wei Wu

2012-01-01

33

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

34

Boost customer loyalty with online support: the case of mobile telecoms providers  

Microsoft Academic Search

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate

Allard C. R. van Riel; Jos Lemmink; Sandra Streukens; Veronica Liljander

2004-01-01

35

Web site design, trust, satisfaction and e-loyalty: the Indian experience  

Microsoft Academic Search

Purpose – With the rapid expansion of global online markets including India, researchers and practitioners are challenged to understand drivers of customer satisfaction, trust and loyalty towards web sites. The paper aims to focus on web site design, which is expected to influence whether customers revisit an online vendor. Design\\/methodology\\/approach – Participants in India evaluated a local and foreign web

Dianne Cyr; Gurprit S. Kindra; Satyabhusan Dash

2008-01-01

36

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

Microsoft Academic Search

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

Samar I. Swaid; Rolf T. Wigand

37

The importance of brand equity to customer loyalty  

Microsoft Academic Search

This study involved a nation-wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty. There is also evidence that the models underlying the formation of behavioral versus attitudinal forms of customer loyalty may vary across research settings. The

Steven A. Taylor; Kevin Celuch; Stephen Goodwin

2004-01-01

38

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

NASA Astrophysics Data System (ADS)

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

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

2009-08-01

39

How do challenges increase customer loyalty to online games?  

PubMed

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

Teng, Ching-I

2013-12-01

40

Impacts of store and chain images on the “quality–satisfaction–loyalty process” in petrol retailing  

Microsoft Academic Search

Image building is an essential tool both for attracting and retaining customers. In this study chain image and store image as well as store satisfaction are treated as mediators of assortment, service quality and price, on store loyalty. Loynalty card and demographic variables (gender and age) are included as control variables. The context is a Norwegian petrol station belonging to

Øyvind Helgesen; Jon Ivar Håvold; Erik Nesset

2010-01-01

41

Describing Customer Loyalty to Spanish Petrol Stations Through Rule Extraction  

Microsoft Academic Search

\\u000a Globalization and deregulation are modifying the competitive framework in the majority of economic sectors and, as a result,\\u000a many companies are changing their commercial model to focus on the preservation of existing customers. Understanding customer\\u000a loyalty therefore represents an element of competitive advantage. In this brief paper, we investigate loyalty in the Spanish\\u000a petrol station market, according to the customer

Alfredo Vellido; Terence A. Etchells; David L. García; Àngela Nebot

2006-01-01

42

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

PubMed

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

Heiens, R A; Pleshko, L P

1997-01-01

43

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

44

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

45

Higher Education Institutions: Satisfaction and Loyalty among International Students  

ERIC Educational Resources Information Center

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

Paswan, Audhesh K.; Ganesh, Gopala

2009-01-01

46

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

Microsoft Academic Search

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

Ching-Fu Chen; Odonchimeg Myagmarsuren

2011-01-01

47

Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R  

Microsoft Academic Search

This paper examines the relative influence of two key antecedents of brand loyalty—satisfaction and involvement and the moderating role of experience, using a sample of business buyers. The central argument of this paper is that the strength of the effect of these variables on attitudinal brand loyalty will vary with the level of customer experience with purchasing the service. Building

Rebekah Bennett; Charmine E. J. Härtel; Janet R. McColl-Kennedy

2005-01-01

48

Understanding Student Satisfaction and Loyalty in the UAE HE Sector  

ERIC Educational Resources Information Center

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

Fernandes, Cedwyn; Ross, Kieran; Meraj, Mohammad

2013-01-01

49

School Reputation and Its Relation to Parents' Satisfaction and Loyalty  

ERIC Educational Resources Information Center

Purpose: This study aims to investigate the direction and strength of the relationships between school reputation, parent satisfaction and parent loyalty. Design/methodology/approach: The paper reports the findings of a survey of 325 parents from three primary schools across Norway. Building on previous work examining corporate reputations, a new…

Skallerud, Kare

2011-01-01

50

THE EFFECT OF USING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM ON CUSTOMER LOYALTY  

E-print Network

The aim of the present study is to determine the effect of using customer relationship management system on customer loyalty. In this study, the effect of using customer relationship management system and its dimensions including the focus on key customers, competency, organizing the business process, knowledge management and using updated technologies is explained on customer loyalty. The present study is survey in terms of methodology, is analytical in terms of type and is applied in terms of purpose. Statistical population includes staff and customers of Ansar bank’s branches in East Azarbaijan. Multi-stage cluster sampling method was used and the sample size was obtained for each of the customers and staffs as 385 and 192 using the Cochran's formula. In order to analyze the data, descriptive and inferential statistical methods were used. To describe the statistical variables, frequency distributions and measures of central tendency and dispersion were calculated and also for inferential tests of hypotheses Pearson's test and stepwise multiple linear regressions were used. To do the calculation of data analysis SPSS software was used. The study findings show that the use of customer relationship management systems can impact on customer loyalty and its dimensions such as focus on key customers have no significant relationship with customer loyalty, but its other dimensions such as organizing the business process, using updated science and technology have a significant relationship with customer loyalty. The factors influencing the adoption of customer relationship management

Case Study; Branches In; East Azarbaijan

51

Customer loyalty in the public transportation context  

E-print Network

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

Webb, Valerie (Valerie Nichole)

2010-01-01

52

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

53

The American Customer Satisfaction Index (ACSI) Survey  

MedlinePLUS

... American Customer Satisfaction Index (ACSI) to measure online user satisfaction. The ACSI measures users' expectations and perceptions by ... through the sites. The ACSI survey generates a user satisfaction score based on users' answers to questions on ...

54

The effects of stake, satisfaction, and switching on true loyalty: a financial services study  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the people providing the service, and commitment to the institution. An additional goal is to

Jane W. Licata; Goutam Chakraborty

2009-01-01

55

A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction  

NASA Astrophysics Data System (ADS)

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

Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

2007-12-01

56

When does salespeople’s customer orientation lead to customer loyalty? The differential effects of relational and functional customer orientation  

Microsoft Academic Search

Is a customer orientation universally effective for salespeople? Or does its effectiveness depend on the selling situation?\\u000a While previous research has largely neglected this question, this study investigates contextual influences on the link between\\u000a customer-oriented behaviors and customer loyalty. To do so, it takes a role theory perspective on salesperson customer orientation\\u000a by distinguishing functional customer orientation and relational customer

Christian Homburg; Michael Müller; Martin Klarmann

57

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

Microsoft Academic Search

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

Liu Hong; Zhang Shupeng

2009-01-01

58

The impact of service failures on customer loyalty : The moderating role of affective commitment  

Microsoft Academic Search

This purpose of this study was to investigate the negative impact of service failures on customer loyalty. More specifically, we examined the moderating role of affective commitment on post-failure attitudes and loyalty intentions under two service failure conditions: a successful and poor service recovery. Our findings indicate that emotionally-bonded customers might feel “betrayed” when a service failure occurs, thus resulting

Anna S. Mattila

2004-01-01

59

Chinese customers' loyalty on international consulting firms: rational choice and belief caused by halo effect  

Microsoft Academic Search

International consulting firms enjoy higher customer loyalty than domestic firms in China. This paper investigates an influence model of customer loyalty on international consulting firms that goes beyond traditional research. Using a sample of 231 companies receiving service from international consulting firms in China, structural model testing validated the idea that choice based on service quality and belief caused by

Qianqian Li; Qinqin Zheng

2011-01-01

60

Satisfaction and image as mediators of store loyalty drivers in grocery retailing  

Microsoft Academic Search

The purpose of this article is to analyze the role of satisfaction and image as mediators of four store loyalty drivers (store location, service quality, assortment, and price) within a comprehensive cause–effect model. The analysis employs a more holistic view of the store loyalty model than is common in a retailing context. It is based on the consistent macro-oriented National

Erik Nesset; Bjørn Nervik; Øyvind Helgesen

2011-01-01

61

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

62

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

63

Loyalty-based management.  

PubMed

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

Reichheld, F F

1993-01-01

64

Customer satisfaction in the emergency department.  

PubMed

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

Worthington, Kelly

2004-02-01

65

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

66

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

67

The Role of Corporate Reputation in Determining Investor Satisfaction and Loyalty  

Microsoft Academic Search

Prior research suggests that corporate reputation is a determinant of initial investment decisions, possibly leading to detrimental stock choices. Its effect on established investor relationships, namely investor satisfaction and loyalty, are novel research areas. The present paper dis- cusses findings of a study among German in- vestors of a publicly traded company that put into perspective the aforementioned detrimental choice-effect,

Sabrina Helm

2007-01-01

68

Examining the influence of casino attributes on baby boomers’ satisfaction and loyalty in the casino industry  

Microsoft Academic Search

The baby boomer market draws attention from the hospitality industry due to its economic power and substantial size. Despite the importance of this market segment, no empirical research to date has provided effective strategies to maximise baby boomer casino visitors’ satisfaction and loyalty. The purposes of this study were: (1) to investigate possible casino attributes that influence baby boomer casino

Sang Mi Jeon; Sunghyup Sean Hyun

2012-01-01

69

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

70

INFLUENCE OF PRICE AND QUALITY TO CUSTOMER SATISFACTION: NEUROMARKETING APPROACH  

Microsoft Academic Search

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

Aurimas Dapkeviius; Borisas Melnikas

2009-01-01

71

Demystifying customer brand engagement: Exploring the loyalty nexus  

Microsoft Academic Search

With its conceptual roots in fields including psychology and organisational behaviour, the engagement concept is emerging in the marketing literature, with preliminary research indicating that engaged consumers might exhibit greater loyalty to focal brands. Despite these advancements, the engagement concept remains underexplored to date. This paper addresses this gap by reviewing literature in other disciplines and marketing, and developing a

Linda D. Hollebeek

2011-01-01

72

Demystifying customer brand engagement: Exploring the loyalty nexus  

Microsoft Academic Search

With its conceptual roots in fields including psychology and organisational behaviour, the engagement concept is emerging in the marketing literature, with preliminary research indicating that engaged consumers might exhibit greater loyalty to focal brands. Despite these advancements, the engagement concept remains underexplored to date. This paper addresses this gap by reviewing literature in other disciplines and marketing, and developing a

Linda D. Hollebeek

2010-01-01

73

Study on Customer Satisfaction in Benefit\\/Sacrifice Hierarchy  

Microsoft Academic Search

This thesis first discusses the concepts of customer value and satisfaction and relationship between them, as well as the components of customer value, including benefit and sacrifice, which have different impact on customer satisfaction. Furthermore, we make classification of benefit and sacrifice, summarized into inherent, expected and surprising levels, based on the comparison between customers' expectation and perceive. Relevant benefit\\/sacrifice

Ye Jian-hua; Zhang Ming-li; Zan Jian-yun

2009-01-01

74

Sociality Communication: Its Influence on Customer Loyalty with the Service Provider and Service Organization  

Microsoft Academic Search

This investigation examined the relationship between service providers’ sociality usage and its influence on customer loyalty with the provider and service organization. The Service Provider Sociality Scale (SPSS) was distributed to 255 undergraduates attending a Midwestern liberal arts college and 200 residents from surrounding locales (N?=?455). Regression analyses revealed that the SPSS factorial dimensions of courteous expressions and personal connection

Chas D. Koermer; Linda L. McCroskey

2006-01-01

75

An examination of restaurant loyalty programs: what kinds of rewards do customers prefer?  

Microsoft Academic Search

Purpose – This study aims to investigate customer preferences towards loyalty reward programs in the restaurant industry. Willingness to join such programs and expected benefits are also examined. Design\\/methodology\\/approach – Focus group interviews followed by a survey methodology were used to test the research questions. The study sample included participants in a popular arts festival in Pennsylvania, USA and restaurant

Dongsuk Jang; Anna S. Mattila

2005-01-01

76

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

77

A strategic approach to building online customer loyalty: integrating customer profitability tiers  

Microsoft Academic Search

Purpose – The purpose of this paper is to present a strategic framework to managing online loyalty. Design\\/methodology\\/approach – The paper integrates concepts including a range of recently published (1993-2006) theoretical works in consumer loyalty and ongoing case developments in internet practice. Findings – Provides information and action approaches to consumer marketers that may increase the success providing want satisfying

Dennis Pitta; Frank Franzak; Danielle Fowler

2006-01-01

78

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

Federal Register 2010, 2011, 2012, 2013

...country, the American Customer Satisfaction Index (ACSI). This methodology...precisely measure the customer satisfaction of website users, identify specific areas...those improvements on customer satisfaction and future customer...

2011-07-25

79

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

80

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

Federal Register 2010, 2011, 2012, 2013

...Generic Clearance for Customer Satisfaction Research AGENCY: U.S...clearance to conduct customer satisfaction research which may be in the...from its various customer satisfaction research efforts. Each research...for content, utility, and user- friendliness by a...

2013-11-20

81

E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers  

Microsoft Academic Search

The main objective of this study is to provide theoretical and empirical frameworks for determining drivers of e-customer satisfaction from e-tailers and highlight what is needed to increase e-customer satisfaction level in Turkey. First, literature was reviewed about customer satisfaction to verify the drivers of e-customer satisfaction. Second, an empirical study was conducted to determine the drivers of e-customer satisfaction

Suleyman Barutcu

2010-01-01

82

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

Microsoft Academic Search

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

James E. Richard; Annie Zhang

2012-01-01

83

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

Microsoft Academic Search

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

James E. Richard; Annie Zhang

2011-01-01

84

The Influence of Service Recovery and Loyalty on Perceived Service Quality: A Study of Hotel Customers in Spain  

Microsoft Academic Search

This article analyzes two crucial aspects of services marketing, service recovery and customer loyalty, and their influence on perceived service quality. SERVQUAL was used as the instrument for measuring service quality, and hotel customers in Spain made up the sample. The application of factor analysis highlights a clear distinction between tangible and non-tangible dimensions of service quality for both hotel

Sergio Moreno Gil; Simon Hudson; Teresa Aguiar Quintana

2006-01-01

85

Organizational Obstacles: Links with Financial Performance, Customer Satisfaction, and Job Satisfaction in a Service Environment  

Microsoft Academic Search

A model was developed to describe the roles of organizational obstacles (social and technical) in relation to three types of performance outcomes (customer satisfaction, financial performance, and employee job satisfaction), as well as to various moderators associated with different job types (e.g., customer contact, organizational commitment). In a test of this model, employee perceptions of organizational obstacles were measured in

Karen A. Brown; Terence R. Mitchell

1993-01-01

86

The effects of relational bonds on online customer satisfaction  

Microsoft Academic Search

The purpose of this empirical study is to investigate the effects of relational bonds on online customer satisfaction using gender and time horizon as moderators. The findings are three-fold. First, the financial and structural bonds have positive impacts on online shoppers’ satisfaction; however, the social bond does not. Second, the financial, social, and structural bonds have more positive impacts on

Yi-Ling Chen; Hung-Chang Chiu

2009-01-01

87

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

88

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

89

On Competition for Market Share in a Dynamic ISP Market with Customer Loyalty: A Game-Theoretic Analysis  

Microsoft Academic Search

Customer loyalty as part of user behaviour has significant impact on the Internet Service Providers’ (ISPs) price setting\\u000a strategies as shown recently in [1,2,3,4]. However, the issue of a dynamic ISP market, where new ISPs enter the market and\\u000a try to increase their market shares by offering favourable access prices for incumbent ISPs’ loyal customers, has not been\\u000a addressed yet.

László Gyarmati; Tuan Anh Trinh

2009-01-01

90

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

Microsoft Academic Search

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

Eduard Cristobal; Carlos Flavián; Miguel Guinalíu

2007-01-01

91

The Relationship between Earned Value Management Metrics and Customer Satisfaction  

ERIC Educational Resources Information Center

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

Plumer, David R.

2010-01-01

92

The Effect of the Lifestyles of Social Networking Service Users on Luxury Brand Loyalty  

Microsoft Academic Search

Currently, various luxury brand players are beginning to develop their own effective ways of communicating with and introducing their values to customers. Because of its effectiveness, i.e., providing easier access for keeping up with the constantly changing personal needs of customers as well as better economic feasibility in customer relationship management or maximizing customer satisfaction and brand loyalty, social networking

Jina Park; Hyunjeong Song; Eunju Ko

2011-01-01

93

An empirical assessment of customer satisfaction with Internet Banking applications: An Australian experience  

Microsoft Academic Search

In recent years, Internet-based banking (IB) applications are gaining popularity among retail banking customers. The long term success of these applications is however influenced by customer satisfaction because it affects customers' perceptions about banks' innovative ability and customer caring intentions. Hence, measuring customer satisfaction with IB applications is important. In this article, we report the development of an instrument to

JieYing Li

2009-01-01

94

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

95

Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology  

Microsoft Academic Search

In this paper, we study the drivers of customer satisfaction for financial services. We discuss a full Bayesian analysis based on data collected from customers of a leading financial services company. Our approach allows us to explicitly accommodate missing data and enables quantitative assessment of the impact of the drivers of satisfaction across the customer population. We find that satisfaction

Mayuram S. Krishnan; Venkatram Ramaswamy; Mary C. Meyer; Paul Damien

1999-01-01

96

The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context  

Microsoft Academic Search

The main purpose of this study is to explore the effects of multi-channel service quality on mobile customer loyalty in the context of online-and-mobile retailing. A research model is proposed based on previous service quality literature. Data collected from 102 respondents in Taiwan are tested against the research model using the partial least squares (PLS) approach. The results indicate that

Hsin-Hui Lin

2011-01-01

97

The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context  

Microsoft Academic Search

The main purpose of this study is to explore the effects of multi-channel service quality on mobile customer loyalty in the context of online-and-mobile retailing. A research model is proposed based on previous service quality literature. Data collected from 102 respondents in Taiwan are tested against the research model using the partial least squares (PLS) approach. The results indicate that

Hsin-Hui Lin

2012-01-01

98

CoBranding and Brand Loyalty  

Microsoft Academic Search

Co-branding can be a win-win strategy to help drive sales, develop brand images, and save marketing or advertising cost in the restaurant industry. Despite the increasing attention in co-branding, the relationship between co-branding, consumer satisfaction, and brand loyalty remains largely unexplored. Therefore, this study aims to examine the effect of co-branding on customer satisfaction, which in turn leads to brand

Woo Gon Kim; Soojin Lee; Hae Young Lee

2007-01-01

99

E-services and offline fulfilment: how e-loyalty is created  

Microsoft Academic Search

Purpose – Most transactions initiated online are completed by some form of offline fulfilment, i.e. the delivery of the goods to the customer's doorstep. In previous studies, web site performance or e-service quality was found to be an important antecedent of customer satisfaction and loyalty. In traditional settings, physical fulfilment is considered an important driver of customers’ behavioral intentions. This

Janjaap Semeijn; Allard C. R. van Riel; Marcel J. H. van Birgelen; Sandra Streukens

2005-01-01

100

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

101

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

102

Critical success factors in gaining user customer satisfaction in outsourced IT services  

Microsoft Academic Search

Purpose – The purpose of this paper is to identify the critical success factors in gaining user customer satisfaction in IT outsourced services and find how it helps in the competitive advantage and customer retention for the service provider. Improving the service quality and customer satisfaction of outsourced IT service is the main rationale behind pursuing this research. Design\\/methodology\\/approach –

Jayachandra Bairi; B. Murali Manohar

2011-01-01

103

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

104

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

E-print Network

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

Li, Xiang

2009-06-02

105

Improving the Satisfaction of C-Store Customers: Preferences for Potential Product Offerings  

Microsoft Academic Search

For convenience store (c-store) management to be truly customer-focused, they must listen to their customers and provide the products that meet customers' needs. This study investigates one aspect of c-store customer satisfaction, the product mix. The purpose of this paper is to investigate c-store customers' perceptions of product offerings to expand the c-store's product mix and in turn increase customer

Felicia G. Lassk

2000-01-01

106

Halo in customer satisfaction measures : The role of purpose of rating, number of attributes and customer involvement  

Microsoft Academic Search

Firms usually measure customer satisfaction on an attribute-by-attribute basis in order to identify and improve potential weaknesses, and to fortify their strengths in service delivery. However, research has shown that halo can threaten the interpretability of such data. Also, halo is particularly acute in satisfaction measurement of services with a high degree of ambiguous and credence attributes. This paper examines

Jochen Wirtz

2003-01-01

107

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

108

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

109

Linking organizational culture and customer satisfaction: Results from two companies in different industries  

Microsoft Academic Search

This article presents a test of the relationship between organizational culture and customer satisfaction using business-unit data from two different companies. The first study examines 32 regional markets of a residential home-building company and the second study examines 148 automobile dealerships. The Denison Organizational Culture Survey (DOCS) is used to measure organizational culture, while customer satisfaction data were collected from

Michael A. Gillespie; Daniel R. Denison; Stephanie Haaland; Ryan Smerek; William S. Neale

2008-01-01

110

Customer retention: examining the roles of store affect and store loyalty as mediators in the management of retail strategies  

Microsoft Academic Search

This study presents a strategic view of the antecedents of loyalty through a model in which store affect and store loyalty mediate the effects of store characteristics on store outcomes and business performance. It is proposed that store atmosphere, store uniqueness, merchandise value and store familiarity are directly related to store affect and that store affect, operating via store loyalty,

Ipshita Ray; Larry Chiagouris

2009-01-01

111

An analysis of operations-oriented drivers of customer loyalty for two service channels  

Microsoft Academic Search

Purpose – This study examines customers of grocers who provide both online and traditional in-store options to determine if there are substantial differences in customer's perceptions of service quality, product quality, product range, and sacrifices made when using a specific channel. By better understanding customer preferences, firms can appropriately match strategy and market expectations. Design\\/methodology\\/approach – Data were gathered from

Andrea M. Prudhomme; Kenneth K. Boyer; G. Tomas M. Hult

2007-01-01

112

Application of Bayesian Network in Improving Customer Credit Precision  

Microsoft Academic Search

In order to make CRM more effectively, we need to classify the customer and to realize the personalized service, so we can promote the customer satisfaction and the loyalty, analyze and appraisal the credit is an important step. In the traditional method, the customer credit evaluation precision is insufficient, which causes the enterprise into a dilemma situation. In view of

Gang Ma; Bin Li; Fangfang Yang

2010-01-01

113

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

Microsoft Academic Search

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

Zhou Mingjian; Wang Hongxuan

2010-01-01

114

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

115

The Impact of rebranding on guest satisfaction and financial performance: A case study of Holiday Inn Singapore Orchard City Centre.  

E-print Network

??Existing literature has shown that effective branding/ re-branding can positively impact customer purchase preferences and intentions, satisfaction and loyalty and a firm’s financial performance. Building… (more)

Huang, Pingshan

2010-01-01

116

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

PubMed

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

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

2011-11-01

117

A New Examination of Service Loyalty: Identification of the Antecedents and Outcomes of an Attitudinal Loyalty Framework  

Microsoft Academic Search

The current research is undertaken to gain a better understanding of the formation of customer loyalty and the effects that loyalty has on customer outcome behaviors. As a result of a review of the literature and two empirical studies, a loyalty measurement model is identified that identifies four types of service loyalty (i.e. cognitive, affective, conative, and action). The loyalty

Brian Leigh Bourdeau

2005-01-01

118

Happy employees lead to loyal patients. Survey of nurses and patients shows a strong link between employee satisfaction and patient loyalty.  

PubMed

A strong relationship exists between employee satisfaction and patients' perceptions of the quality of their care, measured in terms of their intent to return and to recommend the hospital to others. Employee dissatisfaction can negatively affect quality of care and have an adverse effect on patient loyalty and, thus hospital profitability. Therefore, health care marketers should regularly measure employee satisfaction as one way to monitor service quality. Health care marketers must work more closely with their human-resource departments to understand and influence employees' work environment and maintain a high level of job satisfaction. Marketers also should place an increased emphasis on both employee and patient perceptions of satisfaction when developing internal and external strategic marketing plans and formulating future research. PMID:10169075

Atkins, P M; Marshall, B S; Javalgi, R G

1996-01-01

119

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

E-print Network

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

Maranas, Costas

120

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

Federal Register 2010, 2011, 2012, 2013

...feedback from its various customer satisfaction research efforts. Each research design is reviewed for content, utility...variety of appropriate staff (including research design and subject-matter specialists). The concept and design...

2010-07-06

121

On the value relevance of customer satisfaction. Multiple drivers and multiple markets  

Microsoft Academic Search

Existing research implicitly assumes that all factors known to influence customer satisfaction are likewise important for\\u000a investor behavior. However, if investors do not equally value activities targeting different satisfaction drivers, managers\\u000a focusing on short-term stock returns might over- or under-emphasize certain satisfaction drivers to the detriment of the long-term\\u000a success of the firm. Therefore, we extend prior research on the

Sascha Raithel; Marko Sarstedt; Sebastian Scharf; Manfred Schwaiger

122

[Customer satisfaction study in two roman hospitals: comparison between "cook & serve" and "cook & chill"].  

PubMed

We studied patient's satisfaction rate for hospital dishes comparing "cook & chill" method with "cook & serve". As principal instrument we used a comparative questionnaire, anonymous and self-compiled, which is able to evaluate the differences of customer satisfaction's rate between the two methods. PMID:16523715

Perata, E; Ferrari, P; Tarsitani, G

2005-01-01

123

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

124

The Combined Effect of Color and Music on Customer Satisfaction in Hotel Bars  

Microsoft Academic Search

The present study explains how ambience is strongly linked to customer satisfaction in hotel bar servicescapes. The requirement of matching elements of the servicescape to the needs of the consumer is indicated by Gestalt theory. Data were collected in an experimental setting designed to examine if a Gestalt situation will have a more positive effect on an individual's satisfaction than

Ingrid Y. Lin

2009-01-01

125

Does customer satisfaction lead to improved brand equity? An empirical examination of two categories of retail brands  

Microsoft Academic Search

Purpose – The objective of the present research is to examine the relationship between consumers' satisfaction with a retailer and the equity they associate with the retail brand. Design\\/methodology\\/approach – Retail brand equity is conceptualized as a four-dimensional construct comprising: retailer awareness, retailer associations, retailer perceived quality, and retailer loyalty. Then the associative network memory model is applied from cognitive

Ravi Pappu; Pascale Quester

2006-01-01

126

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

127

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

Microsoft Academic Search

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

Huiying Li; Qiang Ye; Rob Law

2012-01-01

128

A Customer Satisfaction Approach to Introducing Physical Distribution in the Principles of Marketing Course  

Microsoft Academic Search

Traditional presentations of physical distribution in a principles of marketing course commonly focus on the activities of distribution without effectively integrating them into the marketing mix. This article offers instructors an integrative framework for presenting physical distribution activities as a means of achieving desired levels of customer service and ultimately customer satisfaction.

Charles S. Sherwood; Richard D. Nordstrom

1990-01-01

129

Service failure and loyalty: an exploratory empirical study of airline customers  

Microsoft Academic Search

There has been considerable analysis of buyer-seller relationship development within the services sector. While a lot of attention has been given to the processes by which relationships are developed, the subject of relationship deterioration is less well researched. Examines the impacts of service failure on the quality of relationships between airlines and their customers who have suffered service failure. In

David Bejou; Adrian Palmer

1998-01-01

130

The influence of customer perceptions on financial performance in financial services  

Microsoft Academic Search

Purpose – The purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank. Design\\/methodology\\/approach – Based on the SEM tool of Linear Structure Relation (LISREL), this study develops and empirically tests a model examining

Chiung-Ju Liang; Wen-Hung Wang; Jillian Dawes Farquhar

2009-01-01

131

Engaging the Student as a Customer: A Relationship Marketing Approach  

ERIC Educational Resources Information Center

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

Bowden, Jana Lay-Hwa.

2011-01-01

132

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

NASA Astrophysics Data System (ADS)

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

Singh, Sangeeta; Olsen, Line Lervik

133

An Exploratory Comparison of Customer Service Satisfaction in Hospitality-Oriented and Sports-Oriented Businesses  

Microsoft Academic Search

This paper compares two hospitality-oriented industries with two sports-oriented industries in terms of customer satisfaction with personal service and the service setting. Hospitality-oriented firms (cruise lines and bookstores) earned significantly higher satisfaction ratings than sports-oriented ones (bowling alleys and race tracks) for both the personal service received and the setting in which the service is provided. The paper concludes with

J. A. F. Nicholls; G. Ronald Gilbert

1999-01-01

134

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

135

How does the learning climate affect customer satisfaction?  

Microsoft Academic Search

This study investigates the role of the learning climate in the effective management of salespersons' behaviour in service encounters. This paper reports the development and testing of a two-level model in which salespersons' perceptions of the learning climate are related to their adaptive selling behaviour and their adaptive selling behaviour is, in turn, related to customers' evaluation of the salespersons'

Mei-Ling Wang

2011-01-01

136

How does the learning climate affect customer satisfaction?  

Microsoft Academic Search

This study investigates the role of the learning climate in the effective management of salespersons' behaviour in service encounters. This paper reports the development and testing of a two-level model in which salespersons' perceptions of the learning climate are related to their adaptive selling behaviour and their adaptive selling behaviour is, in turn, related to customers' evaluation of the salespersons'

Mei-Ling Wang

2012-01-01

137

Customer satisfaction in the first and second moments of truth  

Microsoft Academic Search

Purpose – Almost everything consumers buy in a store has a package. At point of purchase, the first moment of truth, the package functions as a silent salesman. Once the purchase is made, the product is consumed in the second moment of truth. The purpose of this paper is to create a better understanding of how customers evaluate different aspects

Martin Löfgren; Lars Witell; Anders Gustafsson

2008-01-01

138

Loyalty to supermarkets  

Microsoft Academic Search

We report results form a mail survey of loyalty among supermarket customers. Most findings are consistent with previous research but the study does not support earlier evidence that store loyalty is associated with low economic and educational status. The research shows that store-loyal people more often come from the 25–44 year-old age group and that they prefer large out-of-town supermarkets.

Robert East; Patricia Harris; Gill Willson; Wendy Lomax

1995-01-01

139

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

140

Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time  

Microsoft Academic Search

Purpose – Compared with the emphasis that service quality research has received in online marketing, much less work has been done on the role of price perception, service attribute-level performance and satisfaction that unfolds over time, and their effects on customer retention. This paper seeks to fill this gap in the literature. Design\\/methodology\\/approach – This paper builds propositions about the

Pingjun Jiang; Bert Rosenbloom

2005-01-01

141

Service Provider Type as a Predictor of the Relationship between Sociality and Customer Satisfaction  

Microsoft Academic Search

This study examined the relationship between service providers’ sociality usage and customer satisfaction with the service provider. The Service Provider Sociality Scale (SPSS) was administered to 250 undergraduate students enrolled in a small, midwestern college and 194 residents from locales near the college. Whether it was a professional (doctor, hairdresser) or nonprofessional (convenience store clerk, fast-food employee) service provider, regression

Chas D. Koermer

2005-01-01

142

Internet service quality and customer satisfaction: Examining internet banking in Greece  

Microsoft Academic Search

The present study investigates internet service quality and its impact on customer satisfaction in the banking context. Internet service quality is operationalised by adopting an instrument, which is based on SERVQUAL and consists of six dimensions, namely assurance, quality of information, responsiveness, web assistance, empathy and reliability. The field research, which resulted in 184 valid questionnaires, was conducted among internet

Ilias Santouridis; Panagiotis Trivellas; Panagiotis Reklitis

2009-01-01

143

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

Microsoft Academic Search

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

Thorsten Hennig-Thurau

2004-01-01

144

[A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].  

PubMed

This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results. PMID:19622323

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

2009-08-01

145

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

PubMed

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

Tea, Christine; Ellison, Michael; Feghali, Fadia

2008-01-01

146

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

147

Robustness testing of PLS, LISREL, EQS and ANN-based SEM for measuring customer satisfaction  

Microsoft Academic Search

Researchers have shown the Customer Satisfaction Index (CSI) can serve as a predictor for companies' profitability and market value. To measure a CSI model, we have to use a Structure Equation Model (SEM) technique. There are two types of SEM techniques – covariance-based (e.g. LISREL, EQS or AMOS) and component-based SEM techniques (e.g. Partial Least Square). With the growing importance

Sheng-Hsun Hsu; Wun-hwa Chen; Ming-jyh Hsieh

2006-01-01

148

Evaluation of customer satisfaction in automobile after-sales service based on grey incidence analysis  

Microsoft Academic Search

With rapid development of automobile industry in China, after-sales service market has captured both enterprises and scholars' attention, and has been a new advantage for competition. In this paper, convenience, response, waiting time, maintenance quality and etc. characterize of after-sale service in automobile industry, the new measurement model of customer satisfaction in after-sale market is proposed, and an empirical study

Wang Jian-ling; Liu Si-feng; Wang Yuan-qi; Xie Nai-ming

2008-01-01

149

Veterans' voices: use of the American Customer Satisfaction Index (ACSI) Survey to identify My Health  

Microsoft Academic Search

BackgroundConsumer research reveals considerable interest in the use of Personal Health Records (PHRs), yet adoption remains relatively low. Both adopters and nonadopters represent important perspectives from which to understand this paradox.ObjectiveThis study focuses on direct feedback from adopters obtained using the American Customer Satisfaction Index (ACSI) survey on the My HealtheVet PHR portal (http:\\/\\/www.myhealth.va.gov) of the Veterans Health Administration (VHA).

Kim M. Nazi

2010-01-01

150

[Customer satisfaction with a quality management system according to DIN EN ISO 9001:2000: Increase in the satisfaction of cooperating clinics].  

PubMed

The evaluation of customers' satisfaction is elementary for any quality management system. In our university cardiac surgery unit that has been certified according to DIN EN ISO 9001:2000 the influence of repeated evaluation of the referring physicians' satisfaction conducted in the course of three consecutive years on structures and processes in the scope of the quality management system was examined. Customers' satisfaction with the possibility of access to the department could be increased by targeted interventions. Further interventions in the field of documentation led to a measurable increase in satisfaction with postoperative communication. Repeated annual evaluation of the satisfaction of referring physicians has proved to be a valuable tool in the process of continuous quality improvement. PMID:16768085

Beholz, Sven; Konertz, Wolfgang

2006-01-01

151

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

PubMed Central

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

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

2008-01-01

152

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

PubMed Central

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

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

2013-01-01

153

Personal computer brand loyalty  

Microsoft Academic Search

A Markov model shows the degree of brand loyalty to Apple, Compaq, IBM, and Wyse personal computers by large corporate customers of Businessland, a large reseller of personal computers in the late 1980s and early 1990s. Because Businessland temporarily lost its franchise to carry Compaq for half a year in the middle of our sample, the model captures the effect

Tyrone W. Jackson; Jeffrey M Perloff

1996-01-01

154

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

Microsoft Academic Search

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

Mohammed Al-Hawari; Tony Ward

2006-01-01

155

The effects of advertising spending on brand loyalty in services  

Microsoft Academic Search

Purpose – This paper aims to model the effect of advertising spending on brand loyalty by examining the simultaneous effects of advertising spending, store image, perceived quality and satisfaction on brand loyalty. Design\\/methodology\\/approach – A proposed model is compared with three competing models of the relationships amongst, and impact of, independent variables on brand loyalty. Data from the banking and

Hong-Youl Ha; Joby John; Swinder Janda; Siva Muthaly

2011-01-01

156

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

PubMed

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

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

2012-01-01

157

Effects of experiential elements on experiential satisfaction and loyalty intentions: a case study of the super basketball league in Taiwan  

Microsoft Academic Search

As the change of economical environment, customers consume sometimes merely for fun, joy and pleasure instead of problems solving or specific product function. For consumers, sports performance means more than competition, but the entertainment, excitement and wonderful memories. For most sport leagues, attracting customers to watch the live games can contribute a lot to revenues. The spectators of sport games

Yie-Fang Kao; Li-Shia Huang; Ming-Hsien Yang

2007-01-01

158

Southwest Airlines: lessons in loyalty.  

PubMed

Southwest Airlines continues to garner accolades in the areas of customer service, workforce management, and profitability. Since both the health care and airlines industries deal with a service rather than a product, the customer experience depends on the people who deliver that experience. Employees' commitment or "loyalty" to their customers, their employer, and their work translates into millions of dollars of revenue. What employee wants to work for "the worst employer in town?" Nine loyalty lessons from Southwest can be carried over to the health care setting for the benefit of employees and patients. PMID:19330974

D'Aurizio, Patricia

2008-01-01

159

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

E-print Network

and Cox, Marketin Classics Customers today have a wide range of needs. With many outlets to satisfy these needs, a careful assessment must be conducted for a service provider to stay in business. In a world where these needs constantly change... are not satisfied through TAEX, customers will go elsewhere to get the desired satisfaction level, potentially putting TAEX out of business. This study has also been state mandated by the 1997-1999 Legislative Appropriations Act. TAEX is one of six agencies...

Bondurant, Susan Elizabeth

2012-06-07

160

AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION WITH TECHNOLOGY MEDIATED SERVICE ENCOUNTERS IN THE CONTEXT OF ONLINE SHOPPING  

Microsoft Academic Search

With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. (43) and the factors proposed by Jarvenpaa and Todd (27). The model

KYOOTAI LEE; KAILASH JOSHI

161

Organizational climate configurations: relationships to collective attitudes, customer satisfaction, and financial performance.  

PubMed

Research on organizational climate has tended to focus on independent dimensions of climate rather than studying the total social context as configurations of multiple climate dimensions. The authors examined relationships between configurations of unit-level climate dimensions and organizational outcomes. Three profile characteristics represented climate configurations: (1) elevation, or the mean score across climate dimensions; (2) variability, or the extent to which scores across dimensions vary; and (3) shape, or the pattern of the dimensions. Across 2 studies (1,120 employees in 120 bank branches and 4,317 employees in 86 food distribution stores), results indicated that elevation was related to collective employee attitudes and service perceptions, while shape was related to customer satisfaction and financial performance. With respect to profile variability, results were mixed. The discussion focuses on future directions for taking a configural approach to organizational climate. PMID:19450003

Schulte, Mathis; Ostroff, Cheri; Shmulyian, Svetlana; Kinicki, Angelo

2009-05-01

162

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

163

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

Microsoft Academic Search

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

Mohinder Chand

2010-01-01

164

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

Microsoft Academic Search

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

Panchapakesan Padma; Chandrasekharan Rajendran; Prakash Sai Lokachari

2010-01-01

165

Evaluate E-loyalty of sales website: a Fuzzy mathematics method  

NASA Astrophysics Data System (ADS)

The study about online consumer loyalty is limited, but how to evaluate the customers' E-loyalty to a sales website is always a noticeable question. By using some methods of fuzzy mathematics, we provide a more accurate way to evaluate E-loyalty of sales website. Moreover, this method can differentiate level and degree of each factor that influences E-loyalty.

Yi, Ying; Liu, Zhen-Yu; Xiong, Ying-Zi

166

Managing stakeholder loyalty.  

PubMed

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

Reidenbach, R E; McClung, G W

1999-01-01

167

Customer satisfaction in medical service encounters -- a comparison between obstetrics and gynecology patients and general medical patients.  

PubMed

This study is concerned with the "service encounter", and seeks to describe, by use of the Service Encounter Evaluation Model, how the processes involved in the service encounter affect customer satisfaction. Its findings have implications for management practice and research directions, and recommendations are made. With the implementation of a national health insurance scheme, an ever-prospering economy and continually improving educational levels in Taiwan, demand among citizens for good health and medical care is ever increasing. Obstetrics and gynecology patients often differ greatly from general patients, in terms of their moods and emotions. This research involved an empirical study, whose subjects were 590 customers of general clinics and 339 customers of gynecology clinics, in various medical centers in southern Taiwan. By factor analysis, the study established four influencing factors, which were "Medical professionals", "Nursing professionals", "Service personnel" and "Space and facilities". Using the Linear Structural Relation Model (LISREL), it found that medical professionals, nursing professionals, service personnel and space and facilities were effective predictors of medical treatment satisfaction. We also found that the greatest positive impact on overall medical treatment satisfaction resulted from rises in satisfaction with medical professionals, but that the least impact was achieved in relation to service personnel in the general and gynecology clinics. PMID:16547902

Chang, Ching-Sheng; Weng, Hui-Ching; Chang, Hsin-Hsin; Hsu, Tsuen-Ho

2006-03-01

168

[Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy)].  

PubMed

The aim of the study was to evaluate patients' customer satisfaction with the hospital catering services of two public hospitals and one private sector hospital in the city of Palermo (Italy). A multiple choice questionnaire was administered by face-to-face interview to 207 of 227 hospitalized patients. Positive responses regarding the perceived quality of food were given especially by patients of the private sector hospital, 80% of which reported being satisfied with the catering service. A higher percentage of patients in the private sector hospital were satisfied with the food distribution modalities with respect to the two public hospitals. Only 3% of patients in the private sector hospital required their families to bring food from home, with respect to 7.9% and 30% respectively in the two public hospitals. Private sector patients also reported appreciating the wide availability of food and the help given by health care workers (79% vs a mean of 55% in the two public hospitals). No differences were found amongst hospitals with regards to the hygienic characteristics of meals. The results of this study indicate the need to make changes in the management of the catering service of one of the involved public hospitals especially. PMID:19494921

Firenze, Alberto; Morici, Mariagrazia; Calamus, Giuseppe; Gelsomino, Viviana; Aprea, Luigi; Di Benedetto, Antonino; Muangala, Muana A Luila; Centineo, Giovanni; Romano, Nino

2009-01-01

169

School Choice, Brand Loyalty and Civic Loyalty  

ERIC Educational Resources Information Center

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

Healy, Mary

2007-01-01

170

Call center satisfaction and customer retention in a co-branded service context  

Microsoft Academic Search

Purpose – This paper aims to examine call center satisfaction in an escalated call center context where callers are organization members of the primary\\/leveraged brand and have purchased additional co-branded services as part of their membership. It also aims to examine the relationship between call center satisfaction and actual retention of both the co-branded service offered and the primary brand

Timothy L. Keiningham; Lerzan Aksoy; Tor Wallin Andreassen; Bruce Cooil; Barry J. Wahren

2006-01-01

171

The pursuit of value co-creation: Engineering service applications to achieve customer satisfaction  

Microsoft Academic Search

Exceeding customers' expectations becomes the goal whenever service providers develop products or services based on the needs of their customers. From the perspective of service science, value co-creation or interactions between the service provider and the customer create a value proposition mutual to both service system entities. Utilizing the infrastructure of the interact-service-proposal-agreement-realized (ISPAR) model, we define a methodology for

Yolanda A. Rankin; Neil H. Boyette; Isaac K. Cheng; Vikas Krishna

2009-01-01

172

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

E-print Network

satisfaction has significant effects on various indicators: return on investment (e.g. Anderson, Fornell and Lehmann, 1994; Anderson, Fornell and Rust, 1997), market value of equity (e.g. Ittner and Larcker, 1998, 2005), Tobin's q (e.g. Mittal, Anderson, Sayrak, and Tadikamalla 2005; Anderson, Fornell, Mazvancheryl

Paris-Sud XI, Université de

173

Application of the Rasch Model to Customer Satisfaction in the Destination of Marbella  

Microsoft Academic Search

The object of this study was to gauge the satisfaction of tourists holidaying in Marbella (Spain) as regards a group of items related to the town's main characteristics, including street safety and cleanliness, natural surroundings, services, hotel, restaurant and café prices, night clubs, facilities for practising sports and water sports, and for playing golf, as well as to the climate

José L. Santos-Arrebola

2002-01-01

174

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

175

Service quality and customer satisfaction in academic libraries : Perspectives from a Malaysian university  

Microsoft Academic Search

Purpose – The purpose of this paper is to describe the results of a study to examine the perception of academic staff on the quality of academic library services. It also attempts to assess the impact of library services on their work and their perceived level of satisfaction towards university library services. Design\\/methodology\\/approach – The study was carried out using

Kaur Kiran

2010-01-01

176

Research on satisfaction recovery from service failure due to attitude defect and unfair price: A dynamic and longitudinal evaluation model based on customer win-back management  

Microsoft Academic Search

Customer win-back is a cognitive process of satisfaction changing from a low level to a high level with service recovery strategies\\u000a as the stimulus. Because prior research tends to view service recovery strategies as a static antecedent, it is difficult\\u000a to analyze and observe how the recovery strategies affect satisfaction and repurchase intention dynamically. Moreover, not\\u000a enough attention has been

Xiaofei Tang; Jianmin Jia; Tingrui Zhou; Hongjuan Yin

2010-01-01

177

Do We Fully Understand the Critical Success Factors of Customer Satisfaction with Industrial Goods? - Extending Festge and Schwaiger’s Model to Account for Unobserved Heterogeneity  

Microsoft Academic Search

This paper extends Festge and Schwaiger’s (2007) model of customer satisfaction with industrial goods by accounting for unobserved heterogeneity. The application of a novel response-based segmentation approach in partial least squares path modeling (PLS-PM) - the finite mixture partial least squares (FIMIX-PLS) methodology - opens the way for the effective identification of distinctive customer segments. In comparison to previous studies

Marko Sarstedt; Manfred Schwaiger; Christian M. Ringle

2009-01-01

178

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

Federal Register 2010, 2011, 2012, 2013

...projects, the Center for Scientific Review (CSR), the National Institutes of Health...modified operations and processes now used by CSR to review grant applications; (2) To assess the quality of service provided by CSR to our customers; (3) To enable...

2011-07-22

179

Government Online Service Quality And Customer Satisfaction: An Investigation Of Three Chinese Governmental Portal Websites  

Microsoft Academic Search

Both service management practitioners and academic researchers have traditionally recognized the major influence that online service quality has on customer online and off-line behavior. Chinese government have recently shown an interest in their Web site service quality, especially, when the amount of Chinese netizen grows faster. The present study has two primary objectives, firstly, to investigate the dimensionality of service

Sheng-Hua Jial; Tao Zhang; Yang-Mei Wang

2006-01-01

180

Understanding customers' satisfaction and repurchase intentions : An integration of IS success model, trust, and justice  

Microsoft Academic Search

Purpose – The aim of this study is to extend DeLone and McLean's IS success model by introducing justice – fair treatments received from the exchanging party – and trust into a theoretical model for studying customers' repurchase intentions in the context of online shopping. Design\\/methodology\\/approach – The research model was tested with data from 219 of PCHome's online shopping

Yu-Hui Fang; Chao-Min Chiu; Eric T. G. Wang

2011-01-01

181

The Impact of the Quality Management System ISO 9000 on Customer Satisfaction of Slovenian Companies  

Microsoft Academic Search

Many companies invest great efforts into achieving appropriate organization and through it better quality of products and services. They try to achieve this in a systematic way following the standard ISO 9000. Implementing ISO is a management decision that requires consideration of company’s operations, strategy, staff and, most importantly, customers. The theoretical part of the research is focused on literature

Franka Piskar

2007-01-01

182

Determinants of Chinese hotel customers’ e-satisfaction and purchase intentions  

Microsoft Academic Search

Information technology, especially the Internet, has transformed the modern business environment. China's hotel industry has not been exempted from this trend. Despite the growing body of literature dealing with online consumer behavior, previous research has focused on Western customers and cultures rather than upon China, the world's largest emerging tourism market. The purposes of this study are to identify the

Woo Gon Kim; Xiaojing Ma; Dong Jin Kim

2006-01-01

183

The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs  

Microsoft Academic Search

The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of

Marieta Olaru; Ghiorghita Stoleriu; Claudia Langa; Ionela Flood

2011-01-01

184

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

Microsoft Academic Search

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

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

2009-01-01

185

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

186

Your loyalty program is betraying you.  

PubMed

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

Nunes, Joseph C; Drèze, Xavier

2006-04-01

187

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

188

The Determinants of Loyalty in Hotels  

Microsoft Academic Search

The hotel industry is a large industry contributing substantially to global economies and providing employment for many million people worldwide. Given the size and economic significance of the industry, it is important to understand the aspects of business performance that persuade customers to become repeat purchasers, and to exhibit behavioral loyalty. Despite the significance of the industry, there has been

Hugh Wilkins; Bill Merrilees; Carmel Herington

2009-01-01

189

Employee retention: a customer service approach.  

PubMed

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

Gerson, Richard F

2002-01-01

190

Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality  

Microsoft Academic Search

In the process of deregulation and privatization, profit-seeking state-owned as well as private enterprises typically compete directly in the same market. This paper employed two data sets, namely those from the banking and gas station industries in Taiwan, to fulfill two objectives. The first is to evaluate the effectiveness of state-owned enterprises as measured by service quality and customer satisfaction.

Lien-Ti Bei; Cian-Fong Shang

2006-01-01

191

Measuring patient satisfaction.  

PubMed

Many businesses use customer satisfaction surveys successfully. You may notice that you find one in almost every restaurant or hotel room. I do not think it is a coincidence that the hotel industry provides some of the finest customer service available. When it comes to providing excellent customer service, dental practices can learn from businesses that regularly assess customer satisfaction. PMID:15819351

Levin, Roger

2005-03-01

192

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

Microsoft Academic Search

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

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

2012-01-01

193

The role of social presence in establishing loyalty in e-Service environments  

Microsoft Academic Search

Compared to offline shopping, the online shopping experience may be viewed as lacking human warmth and sociability as it is more impersonal, anonymous, automated and generally devoid of face-to- face interactions. Thus, understanding how to create customer loyalty in online environments (e-Loyalty) is a complex process. In this paper a model for e-Loyalty is proposed and used to examine how

Dianne Cyr; Khaled Hassanein; Milena M. Head; Alex Ivanov

2007-01-01

194

Modeling Educational Quality and Student Loyalty: A Quantitative Approach Based on the Theory of Information Cascades  

Microsoft Academic Search

Customer loyalty is widely accepted as a critical factor in the long-term success of a service organization. This study develops\\u000a a model of information cascades-based student loyalty (ICSL) by embedding information cascades in the context of educational\\u000a services with insight from more traditional educational research. In the ICSL model, student loyalty is influenced directly\\u000a by the perceived quality of teaching

Chieh-peng lin; Yuan Hui Tsai

2008-01-01

195

Achieving excellence--creating customer passion.  

PubMed

Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance. PMID:10662454

Scheuing, E E

1999-08-01

196

Risk aversion and brand loyalty: the mediating role of brand trust and brand affect  

Microsoft Academic Search

Purpose – The purpose of this paper is to explore the relationship between the customer's risk aversion and its relationship with brand loyalty and to test empirically whether this relationship is mediated by brand trust and brand affect. Design\\/methodology\\/approach – A randomly selected sample of Austrian mobile phone users was drawn. Their risk aversion, two forms of loyalty (attitudinal and

Kurt Matzler; Sonja Grabner-Kräuter; Sonja Bidmon

2008-01-01

197

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

PubMed

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

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

2012-03-01

198

A Typology Framework of Loyalty Reward Programs  

NASA Astrophysics Data System (ADS)

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

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

199

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.

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

2014-01-01

200

Hospital customer service in a changing healthcare world: does it matter?  

PubMed

The healthcare industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of the patient population. Employers and health plans such as HMOs are demanding better service and higher quality care, and hospitals are trying to tackle reimbursement cutbacks, streamline services, and serve a diverse population. Hospitals have begun to realize that to overcome these obstacles and meet the needs of the health care plans and consumers, they must focus on the demands of the customer. Customer service initiatives increase patient satisfaction and loyalty and overall hospital quality, and many hospitals have found that consumer demands can be met through initiating and maintaining a customer service program. This article describes how the administrator can create, implement, and manage customer service initiatives within the hospital. PMID:10539203

Howard, J

1999-01-01

201

Kano model application in new product development and customer satisfaction (adaptation of traditional art of tile making to jewelries)  

Microsoft Academic Search

In this study, it was aimed to classify the consumer expectations by using the Kano model in the new product development and to determine to what extent the products produced in the direction of the expectations provide satisfaction. In the research, the jewelry sector, one of the important sectors today, was selected and women were included in the sample. During

Bilsen Bilgili; Aysel Erci?; Sevtap Ünal

2011-01-01

202

Investigating Aspects of Customer Satisfaction at the C-Store: The C-Store Product Mix and Image  

Microsoft Academic Search

A recent investigation into the convenience store (c-store) product mix called for further research into c-store customers' preferences for additional product offerings and non-c-store shoppers' reasons for not patronizing a c-store. This paper answers that call by investigating a cross-section of c-store customers to identify their perceptions of product offerings to expand the c-store's product mix and in turn increase

Felicia G. Lassk

2000-01-01

203

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

204

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

205

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

206

Relational benefits and loyalty in retailing: an inter-sector comparison  

Microsoft Academic Search

Purpose – The purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty. Design\\/methodology\\/approach – In order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types

Maria-Eugenia Ruiz-Molina; Irene Gil-Saura; Gloria Berenguer-Contrí

2009-01-01

207

What drives Indian consumer credit card loyalty? The perspective of involvement in reward programmes  

Microsoft Academic Search

This study, from the customer involvement perspective, looks at the impact of reward point programmes on the purchasing behaviour of Indian credit card users. A total of 125 valid responses were collected using an online survey of Indian credit card users. The study found that customers’ involvement is not only low, but also does not affect their loyalty (frequency of

Matthew Tingchi Liu; James L. Brock; Ramendra Singh; Rongwei Chu; Joseph Sy-Changco

2012-01-01

208

Customer Preferences for Social Value over Economic Value in Restaurants  

Microsoft Academic Search

The purpose of this study was to examine a model of value proposition of benefits, willingness to disclose personal information, and customer loyalty in a restaurant context. The results of an empirical study indicated that social value proposition had a stronger positive effect on willingness to disclose information, behavioral, and attitudinal loyalty, respectively; whereas economic value proposition only had a

Andy Lee; Carolyn U. Lambert; Rob Law

2011-01-01

209

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

210

78 FR 26229 - Loyalty Day, 2013  

Federal Register 2010, 2011, 2012, 2013

...Proclamation 8973 of April 30, 2013 Loyalty Day, 2013 By the President of the United...heritage, and it is what we remember on Loyalty Day. It is an occasion that asks something...order to recognize the American spirit of loyalty and the sacrifices that so many have...

2013-05-03

211

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

212

Should we delight the customer?  

Microsoft Academic Search

Critics have suggested that delighting the customer “raises the bar” of customer expectations, making it more difficult to\\u000a satisfy the customer in the next purchase cycle and hurting the firm in the long run. The authors explore this issue by using\\u000a a mathematical model of delight, based on assumptions gathered from the customer satisfaction literature. Although delighting\\u000a the customer heightens

Roland T. Rust; Richard L. Oliver

2000-01-01

213

How virtual community participation influences consumer loyalty intentions in online shopping contexts: an investigation of mediating factors  

Microsoft Academic Search

Extant studies generally recognise that virtual community building is an effective marketing programme for forging deep and enduring affective bonds with consumers. This study extends previous research by proposing and testing a model that investigates key mediating processes (via trust, satisfaction and identification) that underlie the relationship between virtual community participation and consumer loyalty intentions. The authors test the hypotheses

Pei-Yu Pai; Hsien-Tung Tsai

2011-01-01

214

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

Microsoft Academic Search

\\u000a It has been well documented that employing self-service technology\\u000a (SST) results in considerable cost savings but few studies have examined its impact on consumers’ behavior. We apply a well-recognized\\u000a model from the field of services marketing in an SST context. We examine how the established relationships between satisfaction,\\u000a affective and calculative commitments, and loyalty are affected when the service is

Sangeeta Singh; Line Lervik Olsen

2009-01-01

215

Attitudinal Loyalty - Personality trait or brand specific?  

Microsoft Academic Search

A combination of two main measurement approaches have been advocated in the marketing literature for the measurement of attitudinal loyalty; namely brand-specific measures and personality trait measures. This paper demonstrates that attitudinal loyalty should be measured using brand specific measures rather than measures which relate to an individual's propensity to be brand loyal, as brand-specific measures will better explain purchasing

Rebekah Bennett; Sharyn Rundle-Thiele

2000-01-01

216

Airline Passengers' Satisfaction with Airports  

E-print Network

systemically analyzed the service quality and efficiency of airports, or examined customer satisfaction with airport facilities. While airline passengers' expectations of airport service quality have been examined, there are few studies focusing on both...

Kim, Hyun Joo

2012-02-14

217

Are there common academic library customer values?  

Microsoft Academic Search

Purpose – This paper endeavours to provide answers to the following questions: Is there a correlation between what library customers value and the questions asked in benchmarking satisfaction surveys? Is there a core set of academic library customer values? Are there differences between what academic library customers value in Australia when compared to their counterparts in England? Do library customer

Susan McKnight

2008-01-01

218

Brand Loyalty Impact of Cognitive and Affective Variables  

Microsoft Academic Search

Studies on brand loyalty typically focus on the behavioural side of brand loyalty or on the attitudinal side. Rare are the studies that examine simultaneously both components of brand loyalty. The present study was performed to describe the conjoint contribution of cognitive and affective variables in the formation of brand loyalty. A questionnaire was administered to 400 shampoo users. A

Mourad TOUZANI; Azza TEMESSEK

2009-01-01

219

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

PubMed Central

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

Impagliazzo, Cira; Zoccoli, Paola

2013-01-01

220

THE RELATIONSHIP BETWEEN MOOD, EMOTIONAL LABOR, EGO DEPLETION, AND CUSTOMER OUTCOMES OVER TIME.  

E-print Network

??This dissertation examined the role of customer service representative mood in predicting emotional labor demands which subsequently predicted ego depletion and customer satisfaction ratings and… (more)

Mckibben, Eric

2010-01-01

221

Parent Satisfaction with School Quality: Evidence from One Texas District  

Microsoft Academic Search

Abstract In order to examine parents’ satisfaction with the quality of their children’s schools, a telephone survey was conducted on a stratified random sample of parents. The results indicated that the mean of the parents’ satisfaction scores was similar to the national mean for customer satisfaction. Hispanic parents indicated the greatest satisfaction, while nonHispanic White and African American parents, the

Toni Falbo; Robert W. Glover; S. Lynne Stokes; W. Lee Holcombe; Wei Na Lee; Veronica Inchauste; O'Neil Provost; Deanna Schexnayder

222

About SundaySky SundaySky, the creator of SmartVideo, helps customer-centric brands  

E-print Network

About SundaySky SundaySky, the creator of SmartVideo, helps customer-centric brands engage people and loyalty initiatives for leaders in e-commerce, telecommunications, insurance, banking and travel. Sunday

Fisher, Kathleen

223

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

Federal Register 2010, 2011, 2012, 2013

...requirements: Title: IRS Customer Satisfaction Surveys. OMB Number: 1545-NEW...conduct 41 specific customer satisfaction and opinion surveys, which...to understanding customer satisfaction at the Internal Revenue Service...entities, will help ensure that users of IRS programs and...

2013-01-16

224

Hand Anthropometry and SMS Satisfaction  

NASA Astrophysics Data System (ADS)

The effect of hand anthropometry on Short Message Service (SMS) satisfaction was investigated using structured questionnaire interviews with 110 subjects, aged between 17-25 years old. Hand size was measured to assess its effect on mobile phone design factors satisfaction whereas thumb circumference and length were measured for keypad design factors. Small hand-sized subjects were found to be more satisfied with mobile phone dimensions than large hand-sized subjects. Thumb circumference significantly affects users` satisfaction towards key size and space between keys whereas thumb length significantly affects keypad layout satisfaction. Both thumb circumference and length significantly correlate negatively with the corresponding keypad design factors. Results confirm that hand anthropometry do affect users messaging satisfaction. These findings should prove useful to mobile phone designers who could look into the possibility of designing customized mobile phones that cater to large hand and thumb sized users, so as to increase their subjective satisfaction.

Balakrishnan, Vimala; Yeow, Paul H. P.

225

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

226

Links Between Swiss Hotel Guests' Product Involvement and Brand Loyalty  

Microsoft Academic Search

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

Carmen Hochgraefe; Saskia Faulk; Michael Vieregge

2012-01-01

227

Assessing Input Brand Loyalty among U.S. Agricultural Producers  

Microsoft Academic Search

This study explores the prevalence and determinants of brand loyalty for agricultural input products. Results suggest that loyalty for both expendable and capital inputs is high among commercial agricultural producers in the United States. Producer attitudes, beliefs, and some demographic characteristics are useful identifiers of brand loyalty among commercial producers.

Anetra L. Harbor; Marshall A. Martin; Jay T. Akridge

2008-01-01

228

The restaurant selection behavior of customers in relation to food and beverage special events in Pusan's super deluxe hotels  

Microsoft Academic Search

Faced with the increasing competition, many hotels in Pusan, Korea hold various special events of food & beverages (F&B) in order to increase sales, improve their image and loyalty as a way of maintaining current customers and attracting new customers. Will the selection behavior of customers differ in F&B special events? This study aims to examine and discuss the changes

Dong Gyu Sun; Joung Shil Lee; Chul Woo Lee

1999-01-01

229

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

230

Total Quality Management (TQM): Training Module on "Focus on the Customer."  

ERIC Educational Resources Information Center

This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customer satisfaction, customer surveys, and quality functional deployment. The concept of customer satisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn…

Leigh, David

231

Corporate image and corporate reputation in customers’ retention decisions in services  

Microsoft Academic Search

In the present competitive environment, corporate reputation and corporate image are acknowledged as having the potential to impact on customer loyalty toward the firm. However, the literature reveals that the precise nature of the relationships that exist between reputation and image and the understanding of their effect on customer behaviour remains a key challenge for both academia and management alike.

Nha Nguyen; Gaston Leblanc

2001-01-01

232

Managing organizational culture change and knowledge to enhance customer experiences: analysis and framework  

Microsoft Academic Search

Customer experience is increasingly becoming a differentiating factor for companies and their brands. Companies have recently started to realize the importance of superior experiences on customer loyalty and making efforts toward managing these experiences. This article undertakes a review and analysis of the contents of a wide variety of academic and practitioner articles as well as a few trade books

Samit Chakravorti

2011-01-01

233

Meeting Customer Service Standards Under Executive Order 12862: NASA's Space Science Grant Process.  

National Technical Information Service (NTIS)

The Executive Order 12862, Sening Customer Service Standards, requires that the National Aeronautics and Space Administration (NASA) undertake customer satisfaction surveys to obtalh customer feedback for improving its products and services. The Office of...

L. Schwartz, B. E. Mansir

1995-01-01

234

Loyalty and Creativity in a Disciplinary Organization  

ERIC Educational Resources Information Center

The relationship between loyalty to rules and the creativity that attempts to improve those same rules was examined among Norwegian army officers deployed in international operations. Today's army officers are faced with rapidly changing work conditions and unpredictable enemies, both of which challenge and outdate rules and routines. They thus…

Kirkhaug, Rudi

2009-01-01

235

Recreating cheers: an analysis of relationship marketing as an effective marketing technique for quick-service restaurants  

Microsoft Academic Search

Purpose – This paper reviews brand equity and customer satisfaction as they relate to customer loyalty and relationship marketing in an effort to understand and mitigate some of the challenges facing quick-service restaurants (QSRs) today. Design\\/methodology\\/approach – The authors reviewed over 30 articles on the subjects of brand equity, customer equity, customer satisfaction, customer loyalty, communal relationships, relationship marketing, and

Camille Robinson; Je'Anna Abbott; Stowe Shoemaker

2005-01-01

236

THE ANTECEDENTS OF SATISFACTION AMONG CHINESE CUSTOMERS  

Microsoft Academic Search

China's opening up to the world since 1990s brings its rapid economic growth to the world. Its 10.7 percent economic growth in the fourth consecutive year in 2006 and 11.9% make it the most rapidly growing country in the region (Sun, 2008; WBAnnualReport, 2008). \\

Yun Chu

237

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

238

THE ROLE OF INVOLVEMENT IN FAN LOYALTY IN PROFESSIONAL SPORTS  

Microsoft Academic Search

Leisure involvement plays a formative role in the development of participants' loyalty to a leisure pro- vider or a particular place. The purpose of the present study was to examine the relationship between fan involvement with the sport of football (soccer) and their loyalty to their favourite team among 215 Greek university students. The results confirmed the multidimensional model of

Pantelis Nassis; Nicholas D. Theodorakis

239

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

240

Improving managed care value through customer service.  

PubMed

The ability of managed care providers to deliver high-quality customer service to managed care customers depends on their adoption of basic customer-service principles. To apply these principles effectively, providers need to understand and work to exceed the particular needs and expectations of these customers, which include boards of directors, senior executives, physicians, healthcare providers, clinical and patient financial services managers and staff, employers, brokers, and patients. Although these needs and expectations can be predicted to some extent, providers would be wise to implement regular surveys of customers and an open procedure for soliciting customer feedback about service issues. Better customer service for the broad range of managed care customers translates into higher levels of employer and patient satisfaction, which ultimately benefits providers. PMID:12061047

Tomczyk, Dennis J

2002-06-01

241

FY 2010 Report on Customer Service Texas Transportation Institute  

E-print Network

technical staff whose concern is the specific project. "Key customers" who oversee or manage research and contribution to the TxDOT Research Program. TTI is perceived as having a "can do," problem-solving attitude-2015. Customer Satisfaction Survey Because its customer base is relatively stable, in its most recent survey

242

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

243

Group typicality, group loyalty and cognitive development.  

PubMed

Over the course of childhood, children's thinking about social groups changes in a variety of ways. Developmental Subjective Group Dynamics (DSGD) theory emphasizes children's understanding of the importance of conforming to group norms. Abrams et al.'s study, which uses DSGD theory as a framework, demonstrates the social cognitive skills underlying young elementary school children's thinking about group norms. Future research on children's thinking about groups and group norms should explore additional elements of this topic, including aspects of typicality beyond loyalty. PMID:24935627

Patterson, Meagan M

2014-09-01

244

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

245

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

246

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

Microsoft Academic Search

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

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

2008-01-01

247

Body Satisfaction  

PubMed Central

Background Melanoma and obesity have both increased in recent years. Given the propensity of body dissatisfaction among the obese, the objectives of this paper were to determine how body satisfaction might influence skin examination and to examine differences in this relationship by gender among the participants of Check-It-Out, a study to increase thorough skin self-examination (TSSE). Methods Through primary care offices, 2126 participants were recruited from April 2000 to November 2001 for the baseline cross-sectional telephone data from the Check-It-Out study. TSSE was defined as the self-reported examination of all seven key areas of the body. Body satisfaction was reported based on the degree of disagreement or agreement with the statement I like the way my body looks. Analyses were conducted in 2005 and 2006. Results Among participants, 18% reported performing TSSE, 34% were normal or underweight, 36% were overweight, and 30% were obese. Overall, 23% strongly agreed, 45% somewhat agreed, 19% somewhat disagreed, and 12% strongly disagreed with the statement I like the way my body looks. Body satisfaction was less common among women than men. The odds of conducting TSSE were 1.6 for the total sample (1.9 for women and 1.2 for men) for those with strong agreement that they like the way their body looks. In multivariate analysis, body satisfaction was associated with TSSE performance for women and both genders together, along with the availability of a partner (both genders together and men), the availability of a wall mirror, the advice of a physician, and the use of glasses or contacts(women only). Conclusions Body satisfaction is an important factor in TSSE performance, especially among women, and should be considered along with other risk factors. PMID:18541179

Risica, Patricia Markham; Weinstock, Martin A.; Rakowski, William; Kirtania, Usree; Martin, Rosemarie A.; Smith, Kevin J.

2008-01-01

248

Value-based formulas for purchasing. Loyalty renaissance: the rebirth of loyalty in health care.  

PubMed

As more consumers join managed care organizations, the personal bond between patient and physician or medical group has been transformed into an economic relationship driven chiefly by the price of health care services. Managed care organizations now face the same pressures as the airline and retail industries: To gain and retain client loyalty through product differentiation and consistently high levels of service. How do managed health care plans create and maintain loyalty among their members? What is the value proposition that consumers will respond to in this era of managed care? Discussion will focus on the consumer as the critical variable in the economic model of a health care system and how the consumer will impact the continued evolution of managed care. PMID:10164653

Jepson, S

1997-01-01

249

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

250

Customer service in health care: a new era.  

PubMed

Intensified competition in healthcare is stimulating an enhanced focus on consumer satisfaction. Critical barriers to customer service are being dismantled and hospitals are instituting comprehensive models to promote consumer-oriented environments. PMID:10164895

Eisenberg, B

1997-01-01

251

The importance of understanding the symbolic world of customers in asymmetric business-to-business relationships  

Microsoft Academic Search

Researchers within the business-to-business relationship literature have argued that the loyalty concept is only partially understood, and, consequently, call for an increased attention to identify the interaction needs of the customers as well as customers’ perception of the relationship. Further investigates this empirically, through in-depth interviews, the mental models of tradesmen, a defined segment within the small business sector, and

Torsten Ringberg; Susan Forquer Gupta

2003-01-01

252

Implementation and effectiveness of strategic actions used to reduce customer variability  

Microsoft Academic Search

Customer variability is a problem for service providers because it can have a significant adverse affect on service quality, and hence on customer loyalty. Drawing on the work of Frei [Breaking the trade-off between efficiency and service. Harvard Business Review, 84(11), 92–101 (2006)] and Fitzsimmons and Fitzsimmons [Service management: Operations, strategy, and information technology (6th ed.). New York, NY: McGraw-Hill

Ching-Chow Yang

2011-01-01

253

A comment on patterns of store choice and customer gain\\/loss analysis  

Microsoft Academic Search

We explore patterns of store choice and shopping behavior in the domain of women’s specialty clothing stores. Based on previous\\u000a research, four exploratory research propositions are examined to note patterns in customer loyalty to their “favorite” stores\\u000a and the incidence of shopping at competing stores. We conduct a vulnerability analysis to note which stores have customer\\u000a segments most vulnerable to

Elizabeth J. Wilson; Arch G. Woodside

1991-01-01

254

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

PubMed

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

Beecy, R E

1999-11-01

255

42 CFR 61.16 - Termination of or refusal to continue award on grounds relating to moral character or loyalty...  

Code of Federal Regulations, 2010 CFR

...grounds relating to moral character or loyalty; hearing. 61.16 Section 61.16...grounds relating to moral character or loyalty; hearing. If, after review...questions pertaining to moral character or loyalty. Any such request for a hearing...

2010-10-01

256

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

Code of Federal Regulations, 2010 CFR

...2010-10-01 false Moral character or loyalty; reference to Special Review Committee...Fellowships § 61.15 Moral character or loyalty; reference to Special Review Committee...recommendation. (a) Moral character or loyalty; reference to Special Review...

2010-10-01

257

THE EFFECTS OF CUSTOMER PERSONALITY TRAITS ON THE DISPLAY OF POSITIVE EMOTIONS  

Microsoft Academic Search

We extended past research on the display of positive emotions within customer service settings by focusing on customer traits. Adopting an emotional contagion perspective, we found that customer traits relate to the display of positive emotions by the service provider. This display of positive emotions was also found to relate to customer satisfaction. Implications for emotion management and service personnel

HWEE HOON TAN

2004-01-01

258

The Role of Customer Personality Traits on the Display of Positive Emotions  

Microsoft Academic Search

We extended past research on the display of positive emotions within customer service settings by focusing on customer traits. Adopting an emotional contagion perspective, we found that customer traits relate to the display of positive emotions by the service provider. This display of positive emotions was also found to relate to customer satisfaction. Implications for emotion management and service personnel

Hwee Hoon TAN; M. D. Foo; M. H. Kwek

2003-01-01

259

Customer Requirements for Hydrologic Forecast Uncertainty Information  

NASA Astrophysics Data System (ADS)

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

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

2006-12-01

260

Interpreting School Satisfaction Data from a Marketing Perspective.  

ERIC Educational Resources Information Center

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

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

261

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

262

Custom controls  

Microsoft Academic Search

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

Bart Butell

1996-01-01

263

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

264

Setting new standards for customer advocacy.  

PubMed

Dell Computer Corporation pioneered the direct marketing of personal computers in 1984 and became the first company in the PC industry to offer manufacturer-direct technical support. According to surveys of corporate buyers, the company provides the best after-sale service and support of any computer maker. Here's how Dell has institutionalized the delivery of customer satisfaction. PMID:10123419

McDonald, L

1993-01-01

265

A customer value model for sustainable service design  

Microsoft Academic Search

To reconsider the current mass production paradigm and to increase the added value of products, largely from knowledge and services, we have examined services from an engineering perspective. Service Engineering aims to provide services that provide a high degree of customer satisfaction. However, customer requirements for services are easily affected by the services that they receive. To ensure a successful

Koji Kimita; Yoshiki Shimomura; Tamio Arai

2009-01-01

266

The California Loyalty Oath Digital Collection  

NSDL National Science Digital Library

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

267

42 CFR 61.14 - Separate consideration of information concerning moral character or loyalty.  

Code of Federal Regulations, 2010 CFR

...information concerning moral character or loyalty. 61.14 Section 61.14 Public...information concerning moral character or loyalty. No information in the records or...Service concerning the moral character or loyalty of a fellow will be made available to...

2010-10-01

268

Fuzzy logic-based direct load control of residential electric water heaters and air conditioners recognizing customer preferences in a deregulated environment  

Microsoft Academic Search

With the impending deregulation of electric utility industry, customer satisfaction with utility services will be crucial. Utilities will need to place a greater emphasis on their customers' preferences and desires. This would include the recognition and inclusion of customer comfort and satisfaction into utility demand side management programs. This paper presents a fuzzy logic-based water heater and air conditioner direct

H. Salehfar; P. J. Noll; B. J. LaMeres; M. H. Nehrir; V. Gerez

1999-01-01

269

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

270

Using social media data to understand mobile customer experience and behavior  

Microsoft Academic Search

Understanding mobile customer experience and behavior is an important task for cellular service providers to improve the satisfaction of their customers. To that end, cellular service providers regularly measure the properties of their mobile network, such as signal strength, dropped calls, call blockage, and radio interface failures (RIFs). In addition to these passive measurements collected within the network, understanding customer

Wenling Hsu; Guy Jacobsen; Yu Jin; Ann Skudlark

2011-01-01

271

Multilevel Information Presentation Strategy and Customer Reaction: An Empirical Investigation in an Online Setting  

Microsoft Academic Search

This study investigates the use of polyinstantiated information in management of customer relationships. Polyinstantiation can be used to present different information to different customers who are segmented according to some criterion, such as prior purchase behavior. An empirical study shows that presentation of multilevel benefits information affects customer satisfaction with the offer and information quality which, in turn, affect the

Boris Jukic; David A. Kravitz; Nenad Jukic; Amanuel Tekleab; Laurie Meamber; Anthony Dashnaw

2009-01-01

272

Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation  

Microsoft Academic Search

Integrating theories from leadership, emotion management, affectivity, and customer service, this study examines how transformational leadership leads to favourable customer intentions via the mediation of service employees' emotion regulation, job satisfaction, and their service performance and via the moderation of employee negative affectivity. Results obtained from data of 204 matched sets of managers, service employees, and customers show that the

Aichia Chuang; Timothy A. Judge; Yuann Jun Liaw

2012-01-01

273

Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation  

Microsoft Academic Search

Integrating theories from leadership, emotion management, affectivity, and customer service, this study examines how transformational leadership leads to favourable customer intentions via the mediation of service employees' emotion regulation, job satisfaction, and their service performance and via the moderation of employee negative affectivity. Results obtained from data of 204 matched sets of managers, service employees, and customers show that the

Aichia Chuang; Timothy A. Judge; Yuann Jun Liaw

2011-01-01

274

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

275

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

276

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

277

Exit, voice and loyalty: Analytic and empirical developments  

Microsoft Academic Search

This paper seeks to reconstruct and revitalize the famousHirschman framework by providing a comprehensivereview of the current use of `exit, voice and loyalty'. Webegin by critically examining Hirchman's originalaccount, and then look at the way his argument hasbeen extended in different fields both conceptuallyand empirically. We suggest that while advances have been made,the results so far are somewhat disappointing given

Keith Dowding; Peter John; Thanos Mergoupis; Mark Van Vugt

2000-01-01

278

Brand Loyalty and Marketing Strategy: An Application to Home Appliances  

Microsoft Academic Search

In the academic literature, the modelling of brand choice and switching behavior has a long history for frequently purchased packaged goods. Comparable efforts with consumer durable goods, however, are generally absent. This paper presents an application of the brand switching model proposed by Colombo and Morrison (1989) to a set of four major home appliances. Appliance brand loyalty, however, is

Barry L. Bayus

1992-01-01

279

What Accounts for Students' Loyalty? Some Field Study Evidence  

ERIC Educational Resources Information Center

Purpose: Public funding of institutions offering higher education is becoming scarcer, more complex, and to an ever-increasing extent performance-based. Concerning the teaching area the financing is partly based on student credits and professional degrees. Thus student loyalty has become an important strategic theme. The purpose is to study…

Helgesen, Oyvind; Nesset, Erik

2007-01-01

280

The Relationship between Team Identification and Loyalty in Professional Sports  

Microsoft Academic Search

The present study, based on social identity theory, examined the relationship between fan identification and loyalty in prodessional sports. 128 Greek university students participated in the study. Linear regression analyses showed that team identification predicted to a considerable extent various important fan behaviors: (a) the number of games of their favorite team attended in the last season, (b) the number

Pantelis Nassis; Nicholas D. Theodorakis; Symeon P. Vlachopoulos; Yannis Afthinos

281

Resource Investments and Loyalty to Recreational Sport Tourism Event  

Microsoft Academic Search

Sport tourism events have a marketing possibility in the Japanese tourism industry. The ultramarathon is a very popular recreational sport event in the world. This type of sport tourism event has shared with completive and enjoyment factors in relation to participant's motivation. Loyalty is a very important factor with attendance to recreational sport events. Generally, as many researchers indicated, that

Isao Okayasu; Haruo Nogawa; Duarte B. Morais

2010-01-01

282

Work Attribute Importance and Loyalty Intention: Millennial Generation Psychological Contract  

Microsoft Academic Search

This study investigated the importance that junior and senior job-seeking undergraduates (Millennial generation members) place on transactional and relational work attributes; how ratings vary by gender, experiences with layoff, and intended loyalty; and how well ratings match with actual attributes offered by organizations. Results are discussed in context of psychological contract theory. Students (n = 199) and recent graduates working

Laura M Bottorff

2011-01-01

283

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

284

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

285

Empirical Study on the Influence of Commercial Friendship on Relationship Quality and Customer Loyalty  

Microsoft Academic Search

The sociology literatures addressed this topic from the social perspective and rarely mentioned about the economic exchange characters of friendship in the commercial reality. And that is why those theories are hard to apply to the commercial reality. We believe the friendship that develops among the clients and the service providers , i.e., the further research of the commercial friendships

Wang Tao; Guo Rui

2006-01-01

286

Recognition of the value of customer loyalty for Chinese brand M & A party  

Microsoft Academic Search

With the expansion of business scale and enhanced awareness of globalization, Chinese enterprises are seeking overseas acquisitions in order to further develop in the world, therefore, foreign brands M & A cases have occurred between Chinese enterprises and the foreigns, and are increasing. Especially when the global economy was in a slump, Chinese companies could buy overseas brands at lower

Liu Jin

2011-01-01

287

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

288

The Effects of the Perceived Motivation Type toward Corporate Social Responsibility Activities on Customer Loyalty  

Microsoft Academic Search

Corporate social responsibility (CSR) activities have been shown to be potential factors that can improve corporate image and increase the ability of corporations to compete. However, most previous studies related to CSR activities investigated how these activities influence product and corporate evaluation, as well as corporate image. In addition, some researchers treated consumers’ perceptions of corporate motives as moderator variables

Kyungjin Kim

2009-01-01

289

Uncovering Customer Profitability Segments for Business Customers  

Microsoft Academic Search

Purpose: A central premise of relationship marketing theory is that economic benefits flow from retaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interaction with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), the

Tanya Mark; Rakesh Niraj; Niraj Dawar

2012-01-01

290

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

291

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

292

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

E-print Network

-nonarousal, and dominance-submissiveness (Mehrabian & Russell, 1974). Pleasure refers to the degree to which an individual feels happy, good, delighted, or satisfied in the situation, which is subject to the individual?s preference to the environment. Arousing state...-nonarousal, and dominance-submissiveness (Mehrabian & Russell, 1974). Pleasure refers to the degree to which an individual feels happy, good, delighted, or satisfied in the situation, which is subject to the individual?s preference to the environment. Arousing state...

Lee, Ji Yeon

2010-01-16

293

A system for customer feedback: the InterVention (IV) Line.  

PubMed

Healthcare organizations use a number of data collection methodologies to identify opportunities for improving customer satisfaction. One methodology used at the 665-bed University Hospitals and Clinics of the University of Mississippi Medical Center is a customer service telephone hotline. Patients, visitors, and staff members call in their compliments and concerns to the InterVention (IV) Line, which provides customized problem solving. This article provides an overview of the customer hotline and presents lessons learned from its implementation. PMID:23413471

Wood, K E; Barker, J R; Stump, J W

2001-01-01

294

A model for fracturation in the Loyalty Islands  

NASA Astrophysics Data System (ADS)

The Loyalty Islands are a series of limestone karstified islands that are currently uplifted and deformed on the elastic bulge of the Australian plate before its subduction at the Vanuatu trench (SW Pacific). These islands have been extensively surveyed for geology and hydrogeology, and fracturation maps have been produced which indicate a major direction N110±35°. This fracture orientation is analytically modeled as resulting from the elastic deformation of the Australian lithosphere before its subduction. First, the vertical deflection around a circular subduction zone is determined. Second, a point force is introduced which accounts for the first stages of a collision between the Loyalty ridge and this circular subduction zone. This model yields principal stress orientations and elevations of the islands in fair agreement with real data.

Bogdanov, Igor; Huaman, David; Thovert, Jean-François; Genthon, Pierre; Adler, Pierre M.

2007-10-01

295

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

Federal Register 2010, 2011, 2012, 2013

...essential. Quality management principles have been integrated into OER's culture and these surveys will provide customer satisfaction input on various elements of OER's business processes. The approximately 14 (10 quantitative and 4...

2010-12-10

296

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

297

Building brand loyalty through managing brand community commitment  

Microsoft Academic Search

Purpose – The purpose of this paper is to: analyze the effect of trust and affect toward a brand community on the commitment of brand communities; and investigate the mechanism through which the commitment of a brand community is able to increase various loyalty behaviors (e.g. repurchase intentions, positive word-of-mouth, and constructive complaints). Design\\/methodology\\/approach – In order to test the

Won-Moo Hur; Kwang-Ho Ahn; Minsung Kim

2011-01-01

298

The problem of Creole loyalty and the Burr Conspiracy  

E-print Network

under such a view, but Wilkinson utilized it to good effect in justifying his measures within the territory. In making his case for Creole loyalty, McCaleb failed to recognize the depth of their dissatisfaction with American government. Abernethy... empire, but the difficulties arising from the French Revolution, and its effects on her dominions in the West Indies, had only further weakened her colonial position. The Consulate under Napoleon had reorganized the colonial administration and improved...

Beauchamp, Michael Kelly

2012-06-07

299

UNDERSTANDING ORGANIZATION-CUSTOMER LINKS IN SERVICE SETTINGS  

Microsoft Academic Search

We develop a framework of service-unit behavior that begins with a unit's leader's service-focused behavior and progresses through intermediate links (service climate and customer-focused organizational citizenship behavior) to customer satisfaction and then unit sales. Data from a sample of 56 supermarket departments provide at least moderate support for our mediational hypotheses. We discuss findings with a particular focus on the

BENJAMIN SCHNEIDER; MARK G. EHRHART; DAVID M. MAYER; JESSICA L. SALTZ; KATHRYN NILES-JOLLY

300

A ubiquitous NFC solution for the development of tailored marketing strategies based on discount vouchers and loyalty cards.  

PubMed

Because of the global economic turmoil, nowadays a lot of companies are adopting a "deal of the day" business model, some of them with great success. Generally, they try to attract and retain customers through discount coupons and gift cards, using, generally, traditional distribution media. This paper describes a framework, which integrates intelligent environments by using NFC, oriented to the full management of this kind of businesses. The system is responsible for diffusion, distribution, sourcing, validation, redemption and managing of vouchers, loyalty cards and all kind of mobile coupons using NFC, as well as QR codes. WingBonus can be fully adapted to the requirements of marketing campaigns, voucher providers, shop or retailer infrastructures and mobile devices and purchasing habits. Security of the voucher is granted by the system by synchronizing procedures using secure encriptation algorithms. The WingBonus website and mobile applications can be adapted to any requirement of the system actors. PMID:23673675

Borrego-Jaraba, Francisco; Garrido, Pilar Castro; García, Gonzalo Cerruela; Ruiz, Irene Luque; Gómez-Nieto, Miguel Angel

2013-01-01

301

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; Garcia, Gonzalo Cerruela; Ruiz, Irene Luque; Gomez-Nieto, Miguel Angel

2013-01-01

302

The Loyalty—New Hebrides Arc collision: Effects on the Loyalty Ridge and basin system, Southwest Pacific (first results of the ZoNéCo programme)  

NASA Astrophysics Data System (ADS)

The ZoNéCo 1 and 2 cruises of Ifremer's Research Vessel L'Atalante, collected new swath bathymetry and geophysical data over the southern and northern segments of the basins and ridges forming the Loyalty system. Between the two surveyed areas, previous studies found evidence for the resistance of the Loyalty Ridge to subduction beneath the New Hebrides trench near 22°S 169°E. On the subducted plate, except for seismicity related to the downbending of the Australian plate, recorded shallow seismicity is sparse within the Loyalty system (Ridge and Basin) where reliable focal mechanism solutions are almost absent. Swath bathymetry, seismic reflection and magnetic data acquired during the ZoNéCo 1 and 2 cruises revealed a transverse asymmetric morphology in the Loyalty system, and an along-strike horst and graben structure on the discontinuous Loyalty Ridge. South of 23°50'S and at 20°S, the two WSW-ENE-trending fault systems, respectively, sinistral and dextral, that crosscut the southern and northern segments of the Loyalty system, are interpreted as due to the early effects of collision with the New Hebrides Arc. A NNW-SSE trend, evident along the whole Loyalty system and on the island of New Caledonia, is interpreted as an inherited structural trend that may have been reactivated through flexure of the Australian lithospheric plate at the subduction zone. Overall then, the morphology, structure and evolution of the southern and northern segments of the Loyalty system probably result from the combined effects of the Australian plate lithospheric bulge, the active Loyalty-New Hebrides collision and the overthrust of the New Caledonian ophiolite.

Lafoy, Yves; Missegue, Francois; Cluzel, Dominique; Le Suave, Raymond

1996-06-01

303

A Study on Citizen Satisfaction Evaluation Model of Chinese Municipal Government Online Services  

Microsoft Academic Search

Service acceptor satisfaction evaluation offers a new approach for assessing e-government online services. However, few studies of this kind have been published in e-government service research field in China. Despite American customer satisfaction index (ACSI) Model can provide the scientific model and methods for this kind of research, it has been pointed powerless to offer more specific information for service

Hao Yuan-yuan; Li Yi-jun; Qi Wei; Ye Qiang

2007-01-01

304

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

305

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

306

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

307

Teacher Loyalty of Elementary Schools in Taiwan: The Contribution of Gratitude and Relationship Quality  

ERIC Educational Resources Information Center

Gratitude was an important missing factor in the extant relationship quality and relationship loyalty model. We introduced gratitude into the model of relationship quality and relationship loyalty. Two hundred and eighteen teachers from elementary schools in Taiwan were used to conduct an empirical research. The results show that teachers'…

Ting, Shueh-Chin; Yeh, Liang-Yin

2014-01-01

308

Consumers' Trust in a Brand and the Link to Brand Loyalty  

Microsoft Academic Search

Brands are important in the consumer market. They are the interface between consumers and the company, and consumers may develop loyalty to brands. This study proposes that trust in a brand is important and is a key factor in the development of brand loyalty. Factors hypothesized to influence trust in a brand include a number of brand characteristics, company characteristics

Geok Theng Lau; Sook Han Lee

1999-01-01

309

The Impact of Psychological Contract Violations on Exit, Voice, Loyalty, and Neglect  

Microsoft Academic Search

This study examines the relationships between violations of employees' psychological contracts and their exit, voice, loyalty, and neglect behaviors. Using a sample of over 800 managers, this research found that psychological contract violations result in increased levels of exit, voice, and neglect behaviors and decreased levels of loyalty to the organization. In addition, this research examines the moderating effects that

William H. Turnley; Daniel C. Feldman

1999-01-01

310

Is the polarization index a valid measure of loyalty for evaluating changes over time?  

Microsoft Academic Search

Purpose – This paper aims to argue that the polarization index (?) represents a valid loyalty measure for evaluating changes over time. Design\\/methodology\\/approach – The brand performance measures (BPM) are a valid and useful tool for marketing managers in measuring the loyalty consumers attach, in a single time period, to a product or brand. However, the BPM reflect other attributes

Armando Maria Corsi; Cam Rungie; Leonardo Casini

2011-01-01

311

Toward an Understanding of Donor Loyalty: Demographics, Personality, Persuasion, and Revenue  

Microsoft Academic Search

Donor loyalty is linked to revenue generation in nonprofit organizations. This study utilized a consumer-based marketing approach to donors and their contributions via examining loyalty to nonprofit organizations. Through a detailed literature review that identified five specific hypotheses, tested using a secondary analysis of a large survey, and the design and implementation of a second (online) survey, this article empirically

Norm OReilly; Steven Ayer; Ann Pegoraro; Bridget Leonard; Sharyn Rundle-Thiele

2012-01-01

312

Assessing Agricultural Input Brand Loyalty Among U.S. MidSize and Commercial Producers  

Microsoft Academic Search

This study explores the prevalence and determinants of brand loyalty for agricultural input products. Results suggest that loyalty for both expendable and capital inputs is high among commercial farmers. Farmer attitudes, beliefs, and some demographic characteristics are useful identifiers of brand loyal farmers.

Anetra LaShea Harbor; Marshall A. Martin; Jay T. Akridge

2006-01-01

313

On the Peculiarities of Loyalty: A Diary Study of Responses to Dissatisfaction in Everyday Life.  

ERIC Educational Resources Information Center

Advances several explanations of why loyalty may not bring expected benefits; tests these explanations by examining responses to dissatisfaction in the everyday lives of partners in ongoing dating relationships. A diary study of dating partners revealed that partners disagreed on the occurrence of loyalty. Other findings are discussed. (RJM)

Drigotas, Stephen M.; And Others

1995-01-01

314

Marketing Tactics and Parents' Loyalty: The Mediating Role of School Image  

ERIC Educational Resources Information Center

Purpose: This paper aims to investigate how marketing tactics can enhance parents' loyalty in the educational context. Building on extant research, it proposes an integrated framework in which perceived marketing tactics are related to school image, which in turn is related to parents' loyalty. Design/methodology/approach: Five marketing tactics…

Li, Chung-Kai; Hung, Chia-Hung

2009-01-01

315

Measuring service quality in retail loyalty programmes (LPSQual) : Implications for retailers' retention strategies  

Microsoft Academic Search

Purpose – This research aims to empirically develop a reliable and valid scale for measuring the service quality of retail loyalty programmes (loyalty programme service quality (LPSQual)) in the context of department stores and superstores in Malaysia. Design\\/methodology\\/approach – By adapting the process proposed by Churchill for developing measures of marketing constructs, an instrument to assess LPSQual in Malaysia is

Nor Asiah Omar; Rosidah Musa

2011-01-01

316

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

E-print Network

: charitable giving, racial bias, racial group loyalty, discrimination, support for government spending. * Fong of race and racial group loyalty. For instance, there is no consistent evidence of racial discrimination. It is typically obvious that they ask about views concerning racial discrimination, so respondents may censor

Fischhoff, Baruch

317

A framework for evaluating the customer wait experience  

Microsoft Academic Search

Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental variables in the servicescape on customer reaction to the wait experience. Design\\/methodology\\/approach – The approach included

Kelly A. McGuire; Sheryl E. Kimes; Michael Lynn; Madeline E. Pullman; Russell C. Lloyd

2010-01-01

318

Customer Driven Capacity Setting Alexander Hbl1, Klaus Altendorfer1  

E-print Network

.pilstl}@fh-steyr.at Abstract. The purpose of this article is to develop a method for short and medium term capacity setting characteristic which defines the slack of the production system, in order to include enough capacity for short capacity then it is essential in terms of customer satisfaction to know what the earliest possible due date

Boyer, Edmond

319

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

E-print Network

An in-home lamb study evaluated consumer ratings from users of lamb (at least once per month) as influenced by cut (blade chop, rib chop, loin chop, and leg steak), demographics, preparation method, and degree of doneness. Consumers in Dallas...

Maddock, Travis David

2012-06-07

320

Evaluation of Hotel Service Quality Based on Customer Satisfaction  

Microsoft Academic Search

It is commonly accepted that service industry is viewed as a gauge for market modernization. Many researches on service industry focus on the measurement of service quality. For hotel industry, one of general services industry, systematically theoretical research about the hotel service quality management is meaningful. This paper proposes a method to evaluate the hotel service quality in China. First,

Jing-hua Shi; Qiang Su

2007-01-01

321

Measuring Customer Satisfaction and Quality of Service in Special Libraries.  

ERIC Educational Resources Information Center

This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…

White, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta

322

Linking Search Attributes to Customer Satisfaction for Intangible Products  

Microsoft Academic Search

Freedom from pests and diseases, freedom from blemishes, freshness, firmness and freedom from chemical residues are the most important variables in a consumer's decision to purchase fresh apples. Collectively, these variables comprise the intrinsic quality cues. However, the more consumers rely upon these variables and various promotional variables in making their decision to purchase, the more dissatisfied they are likely

Peter J. Batt

323

Neonatal intensive care: satisfaction measured from a parent's perspective.  

PubMed

Health care systems today are complex, technically proficient, competitive, and market-driven. One outcome of this environment is the recent phenomenon in the health care field of "consumerism." Strong emphasis is placed on customer service, with organized efforts to understand, measure, and meet the needs of customers served. The purpose of this article is to describe the current understanding and measurement of parent needs and expectations with neonatal intensive care services from the time the expectant parents enter the health care system for the birth through the discharge process and follow-up care. Through literature review, 11 dimensions of care were identified as important to parents whose infants received neonatal intensive care: assurance, caring, communication, consistent information, education, environment, follow-up care, pain management, participation, proximity, and support. Five parent satisfaction questionnaires-the Parent Feedback Questionnaire, Neonatal Index of Parent Satisfaction, Inpatient Parent Satisfaction-Children's Hospital Minneapolis, Picker Institute-Inpatient Neonatal Intensive Care Unit Survey, and the Neonatal Intensive Care Unit-Parent Satisfaction Form-are critically reviewed for their ability to measure parent satisfaction within the framework of the neonatal care delivery process. An immense gap was found in our understanding about what matters most and when to parents going through the neonatal intensive care experience. Additional research is required to develop comprehensive parent satisfaction surveys that measure parent perceptions of neonatal care within the framework of the care delivery process. PMID:9917476

Conner, J M; Nelson, E C

1999-01-01

324

Building Financial Satisfaction  

ERIC Educational Resources Information Center

This paper aims to contribute further research on the conceptualization of individual financial satisfaction as a particular domain of satisfaction with life as a whole. Based on the 2003 "Survey on Living Conditions and Poverty" for Andalucia (Spain) and using a self-reported measure of welfare, ordered probit models are used to analyze the…

Vera-Toscano, Esperanza; Ateca-Amestoy, Victoria; Serrano-Del-Rosal, Rafael

2006-01-01

325

Deconstructing job satisfaction  

Microsoft Academic Search

In this paper I argue that standard treatments of job satisfaction have inappropriately defined satisfaction as affect and in so doing have obscured the differences among three separate, if related, constructs. These key constructs are overall evaluative judgments about jobs, affective experiences at work, and beliefs about jobs. I show that clearly separating these constructs is consistent with current, basic

Howard M. Weiss

2002-01-01

326

Employee demographics and job training satisfaction: the relationship between dimensions of diversity and satisfaction with job training  

Microsoft Academic Search

Human resource development professionals serve many diverse populations of learners in the workplace. They do so with limited resources which leads to a dilemma: How to most effectively and efficiently meet the needs of all learners in the workplace, given the different job duties, backgrounds, skills and abilities of each learner. This empirical study examines job training satisfaction among customer

Steven W. Schmidt

2009-01-01

327

The Influence of Customer Relationship Marketing Strategies on Supply Chain Relationships: The Moderating Effects of Environmental Uncertainty and Competitive Rivalry  

Microsoft Academic Search

Purpose: A firm's customer relationship marketing strategy also may affect its attitudinal loyalty toward its main supplier. Furthermore, environmental uncertainty and competitive rivalry could moderate this relationship. This research investigates both questions.Methodology\\/Approach: The empirical study involves a structured survey of 141 industrial firms. A structural equation technique with EQS 6.1 estimated the causal model. Multi-sample analysis revealed whether environmental uncertainty

María José Sanzo; Rodolfo Vázquez

2011-01-01

328

Effects of Employees' Uniform on Company Image and Employees' Self-perceptions and Customers' Perceptions  

Microsoft Academic Search

The purpose of the study is to investigate how different styles of employee uniforms affect customers' perceptions of the hotel image and employees' self-perceptions. The results of the study indicated a significant relationship between uniforms and employees' job performance. Significance also existed between employees' job satisfaction and styles of uniform. A significant relationship between styles of uniform and customers' perception

Yi-Ting Tu; Ronnie Yeh; Ning-Kuang Chuang; Teresa Chen; Shih-Ming Hu

2011-01-01

329

Customer Relationships and Extreme Programming Paul S Grisham and Dewayne E. Perry  

E-print Network

processes. While agile methods may yield benefits in terms of product cost and quality, there is also a risk that the very practices that make agile methods effective may weaken the customer relationship. This paper Management, Measurement, Human Factors. Keywords Extreme Programming, Agile Methods, Customer Satisfaction

Perry, Dewayne E.

330

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

331

Conflict management satisfaction and relational and sexual satisfaction  

Microsoft Academic Search

This study examines predictors of relational, and sexual, satisfaction. Specifically, it is hypothesized that the discrepancy between real and ideal conflict management style is antecedent to relational satisfaction, which is a direct antecedent of sexual satisfaction. It is suggested that communicating in the manner that one sees as ideal is important in predicting relational satisfaction. Surveys including measures for conflict

Monique M. Mitchell; Franklin J. Boster

1998-01-01

332

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

333

Defining the customer`s buying parameters  

SciTech Connect

Many customers are already implementing processes to select suppliers in anticipation of full customer choice, establishing price and risk parameters. Customers are also recognizing that transitional steps on the way to full competition, including such options as buy-through and real-time pricing, can lower costs at reasonable risk. Retail competition is transforming the US electricity market at a dazzling pace, promising major customers greater choices and better prices--and a lot of new headaches. Even though regulators have not yet put retail access into general practice, many customers are working diligently to make sure they are properly prepared to deal with the additional issues and complexities being created by electricity`s new world order. By the time retail competition is officially unleashed, many national buyers of electricity will have: (1) specified their service criteria (contract terms and conditions), (2) defined their price risk tolerances, (3) structured their purchasing organization/process, and (4) chosen their national/regional suppliers.

Roth, B.

1997-03-01

334

Customized Training Marketing Plan.  

ERIC Educational Resources Information Center

This report outlines Oregon's Lane Community College's (LCC's) plan for marketing its customized training program for business, community organizations, public agencies, and their employees. Following a mission statement for the customized training program, a brief analysis is provided of the economic environment; of competition from educational…

Lay, Ted

335

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

336

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

337

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

338

Ready: how to keep your customers coming back.  

PubMed

Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customer satisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry. PMID:11010509

Eliscu, A T

2000-01-01

339

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

340

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

341

A customer's definition of quality.  

PubMed

What's the best way to get "close to the customer"? One company has developed a customer feedback system to drive product design, sales, service, and support functions in order to ensure better customer responsiveness. PMID:10116010

Miller, T O

1992-01-01

342

The customer has escaped.  

PubMed

Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too. PMID:14619155

Nunes, Paul F; Cespedes, Frank V

2003-11-01

343

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.

344

The University of Arizona Human Resources FORM UAHR-AZOATH-1209 Page 1 of 1 STATE OF ARIZONA LOYALTY OATH  

E-print Network

or aid in the commission of any act to overthrow by force, violence or terrorism as defined in section 13, violence or terrorism as defined in section 13-2301 of the government of this state or of any of its on religious grounds to the loyalty oath form may revise this form or submit an alternative signed loyalty oath

Ziurys, Lucy M.

345

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

346

"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

347

Holy cow!Wait ’til next year! A closer look at the brand loyalty of Chicago Cubs baseball fans  

Microsoft Academic Search

This study examined several factors related to the brand loyalty exhibited by fans of the Chicago Cubs major league baseball team. A total of 371 patrons of a restaurant located in Wrigleyville were surveyed prior to Cubs games at Wrigley Field. Working from a tripartite model of brand loyalty, it was predicted that, compared to less loyal fans, die-hard (extremely

Dennis N. Bristow; Richard J. Sebastian

2001-01-01

348

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

349

Quantifying Skype user satisfaction  

Microsoft Academic Search

The success of Skype has inspired a generation of peer-to- peer-based solutions for satisfactory real-time multimedia services over the Internet. However, fundamental questions, such as whether VoIP services like Skype are good enough in terms of user satisfaction, have not been formally addressed. One of the major challenges lies in the lack of an easily accessible and objective index to

Kuan-ta Chen; Chun-ying Huang; Polly Huang; Chin-laung Lei

2006-01-01

350

Competitive Effects of Mass Customization  

Microsoft Academic Search

Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement

Oksana Loginova

2010-01-01

351

What Matters More?Contrasting the Effects of Job Satisfaction and Service Climate on Hotel Food and Beverage Managers’ Job Performance  

Microsoft Academic Search

Research has provided little empirical support for the concept that employee job satisfaction is a causal driver of employee job performance, customer satisfaction, and company performance. This concept is an enduring one, however, and it has been codified as the starting point in the widely espoused service profit chain. Using a sample of eighty-four food and beverage (F&B) manager groups

Michael C. Sturman; Carola Raab

2010-01-01

352

Marriage Preparation: Factors Associated with Consumer Satisfaction.  

ERIC Educational Resources Information Center

Evaluated marriage preparation program to determine overall consumer satisfaction with the program, satisfaction with specific content areas, and extent to which consumer characteristics affected satisfaction ratings. Results of survey of 196 couples revealed high overall satisfaction levels, variability in satisfaction by content area, and…

Russell, Mary N.; Lyster, Rosanne Farnden

1992-01-01

353

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

354

The Customer Protection Rule  

Microsoft Academic Search

A broker-dealer conducting a general securities business must comply with the Financial Responsibility Rules. The two cornerstones of those rules are the Net Capital Rule and the Customer Protection Rule. Both rules are simple in purpose but extraordinarily complex in operation. The Net Capital Rule ensures that a broker-dealer will have adequate liquid assets to pay liquidation expenses. That rule

Michael P. Jamroz

2002-01-01

355

Custom uniform source system  

NASA Technical Reports Server (NTRS)

The purpose and scope of this final report is to provide information on the Custom Uniform Source System (CSTM-USS-4000). The report includes documentation and summaries of the results for the work performed under the contract. The Annex contain laboratory test findings, photographs, and drawings of the sphere system.

Balcom, John L.

1994-01-01

356

Towards Deconstructing Customer Evangelism  

Microsoft Academic Search

Academics tend to group evangelistic, cult-like brand enthusiasm with Word of Mouth Marketing (WOM). Yet the history of Evangelistic practices and the word's revival in marketing during the digital age suggests Customer Evangelism (CE) differs from WOM. A review of various theoretical frameworks suggests that CE centres on connecting emotions to authentic experiences. For some individuals, this combination generates identification

Nathalie Collins; Jamie Murphy; Wade Jarvis

357

Customizing Group Therapy.  

ERIC Educational Resources Information Center

The group therapy context provides unparalleled opportunities for cost effective learning. However, within group meetings, therapists must strive to tailor psychological services to address the particular needs of individual patients. Creative means of customizing patients experiences within group are needed in order to address consumer needs…

Chambliss, Catherine; Oxman, Elaine

358

Chippewa Customs. Reprint Edition.  

ERIC Educational Resources Information Center

Using information obtained between 1907 and 1925 from members of the Chippewa tribe, the Bureau of American Ethnology, and the United States National Museum, the book describes various Chippewa customs. Information, collected on six reservations in Minnesota and Wisconsin and the Manitou Rapids Reserve in Ontario, Canada, is provided concerning…

Densmore, Frances

359

Customer requirements process  

NASA Technical Reports Server (NTRS)

Customer requirements are presented through three viewgraphs. One graph presents the range of services, which include requirements management, network engineering, operations, and applications support. Another viewgraph presents the project planning process. The third viewgraph presents the programs and/or projects actively supported including life sciences, earth science and applications, solar system exploration, shuttle flight engineering, microgravity science, space physics, and astrophysics.

Russell, Yvonne; Falsetti, Christine M.

1991-01-01

360

Chinese Festivals and Customs.  

ERIC Educational Resources Information Center

Traditional festivals and customs of the Chinese people are described in this publication which can be used with secondary level students. In the margins of the text are numbers which indicate slides and cultural objects that relate to the text. The text, however, can be used without the slides and objects. The following festivals are described:…

Green, Sandra Aili

361

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

362

Family Customs and Traditions.  

ERIC Educational Resources Information Center

Recognizing the importance of maintaining open communication with immediate and extended family members, this book provides a compilation of ideas for family traditions and customs that are grounded in compassion and human kindness. The traditions were gathered from families in the United States and Canada who responded to advertisements in…

MacGregor, Cynthia

363

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

364

Consumer loyalty to family versus non-family business: The roles of store image, trust and satisfaction  

Microsoft Academic Search

This study sheds insight on how consumers perceive and relate to family and non-family grocery stores. Using a critical incident approach we show that—compared to non-family businesses—consumers evaluate family businesses better in terms of service, frontline employee benevolence, and problem-solving orientation, and worse in terms of selection and price\\/value. Results further indicate higher consumer trust in family business management policies

Ulrich R. Orth; Mark T. Green

2009-01-01

365

e-Learning Programs as Loyalty Investments for Financial Corporations  

ERIC Educational Resources Information Center

Although e-learning has been thoroughly presented and analysed in recent years, this paper aims to present a new concept, about web-based learning used as a tool to provide "products' education" for customers, and the ways enterprises of the financial sector, may use it in order to promote their brand name and services by affecting crucial factors…

Arvanitis, Spyridon

2010-01-01

366

Voyage of marketing thought from a barter system to a customer centric one  

Microsoft Academic Search

Purpose – Marketing thought originating from the era of the barter system, gradually evolved into production and sales orientations, with greater emphasis on the process, quality, and selling of products. Thereafter, customer satisfaction as an essential component of the strategic decision process occupies a significant position among various marketing activities. This paper aims to address the inadequate research inputs on

Gurjeet Kaur; R. D. Sharma

2009-01-01

367

Why service recovery fails : Tensions among customer, employee, and process perspectives  

Microsoft Academic Search

Purpose – The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address

Stefan Michel; David Bowen; Robert Johnston

2009-01-01

368

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

369

Patient Satisfaction: Improving HCAHPS scores  

E-print Network

Patient Satisfaction: Improving HCAHPS scores in the Johns Hopkins Hospital Department of Medicine Leadership Program for the Advancement of Patient Care Quality and Safety ·Regardless of location. Patient satisfaction is an important aspect of patient care and is progressively being utilized

von der Heydt, Rüdiger

370

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

371

SOME CONSEQUENCES OF INCREASING BEHAVIORAL BRAND LOYALTY: DOES MARKET-POSITION THEORY MATTER IN PRACTICE?  

Microsoft Academic Search

This study examines the relationship between increasingly high behavioral brand loyalty, (consumption frequency) and unaided brand name recall (2 items) and advertising awareness (2 items), two of the most common measures of brand communications impact. The sample is composed of regular consumers of a dominant market leader and its nearest challenger in the beverage alcohol market of Bangkok, Thailand. The

Rujirutana Mandhachitara

372

The effect of corporate social responsibility on brand loyalty: the mediating role of brand image  

Microsoft Academic Search

Corporate social responsibility (CSR) is regarded as a good strategic marketing tool and it has significant influence on consumers’ behaviours. The purpose of this study is to explore the indirect effects of different dimensions of CSR on brand loyalty in a real business context. This study focuses on legal and ethical responsibilities as two dimensions of social responsibility. The empirical

Yuanqiong He; Kin Keung Lai

2012-01-01

373

Analyzing Site Loyalty in Nyctimene robinsoni at the End of the Dry Season  

Microsoft Academic Search

The loyalty of Nyctimene robinsoni to its daytime roosting sites at the end of the dry season was assessed using radio tracking in Cape Tribulation, far north Queensland, Australia. N. robinsoni is a solitary roosting bat which specializes in figs. Bats were netted in front of a female fruiting Ficus congesta and glue-on transmitters were attached. Bats were then tracked

Kolleen Nellett

2007-01-01

374

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

E-print Network

(email, cell phone calls, etc.) among people; organizational data describing peoples' roles on teams the dynamic behavior in these networks, we consider the concept of loyalty and introduce a measure to the group over time. We evaluate our measure using two real world affiliation networks: a senate bill co

Terzi, Evimaria

375

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

376

Divided loyalties: Sovereignty, politics and public service in the Rhineland under French occupation, 1792–1801  

Microsoft Academic Search

In April 1792 the French Legislative Assembly declared war on the Habsburg Emperor Francis II. Within three years the forces of the Republic conquered the German?speaking region to the west of the Rhine. Native public officials in the occupied areas faced the dilemma of whether or not to ‘collaborate’ with the invader. They confronted incompatible demands on their loyalties from

Michael Rowe

1998-01-01

377

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

378

m-Brand loyalty and post-adoption variations for the mobile data services: Gender differences  

Microsoft Academic Search

This paper uses the value brand model in an attempt to determine the factors affecting post-adoption intentions through brand loyalty for the mobile data services. Data were collected online from 1266 respondents. The structural equation modeling was used to test the research model. The results show that post-adoption intentions are directly influenced by intangible attributes. Product deliverables and intangible attributes

Ya-Ching Lee

2011-01-01

379

Behavioral Adaptation of Alpine Skiers to Climate Change: Examining Activity Involvement and Place Loyalty  

Microsoft Academic Search

This study employed a visitor survey to analyze the influence that changing climatic conditions have on the substitution behaviors of alpine skiers (activity, spatial, temporal). It further focuses on the role that activity involvement plays in influencing behavioral adaptations (i.e., substitution) and also the extent to which place loyalty is affected. The Modified Involvement Scale (MIS) was used to segment

Jackie Dawson; Mark Havitz; Daniel Scott

2011-01-01

380

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

381

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

382

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

383

Testing the role of service quality on the development of brand associations and brand loyalty  

Microsoft Academic Search

Purpose – The study aims to: measure brand associations in the context of a fitness club, test the influence of brand associations on the development of brand loyalty, and investigate the role of service quality on the development of brand associations. Design\\/methodology\\/approach – A total of 165 members of a managed-owned fitness club, located in North Greece, participated in the

K. Alexandris; S. Douka; P. Papadopoulos; A. Kaltsatou

2008-01-01

384

User loyalty and online communities: why members of online communities are not faithful  

Microsoft Academic Search

Online communities are getting increasingly important for several different user groups; at the same time, community members seem to lack loyalty, as they often change from one community to another or use their community less over time. To survive and thrive, online communities must meet members' needs. By using qualitative data are from an extensive online survey of online community

Petter Bae Brandtzæg; Jan Heim

2007-01-01

385

A Model of Union Participation: The Impact of Perceived Union Support, Union Instrumentality, and Union Loyalty  

Microsoft Academic Search

Perceived union support and union instrumentality have been shown to uniquely predict union loyalty. This study was the first to explicitly examine the relation between perceived union support and union instrumentality. Surveys were completed by 273 union members and 29 union stewards. A comparison of 2 models, 1 based on organizational support theory and 1 based on union participation theories,

Lois E. Tetrick; Lynn M. Shore; Lucy Newton McClurg; Robert J. Vandenberg

2007-01-01

386

“Blogs I Read”: Partisanship and Party Loyalty in the Canadian Political Blogosphere  

Microsoft Academic Search

This article builds upon current hyperlink mapping research to determine the degree of party loyalty and partisanship in the Canadian political blogosphere. The article develops a hyperlink-based method of determining blogger endorsements as a means of tracking cross-party recommendations. The article concludes that bloggers affiliated with the governing Conservative Party of Canada exhibit the most cohesive ideological and party loyal

Greg Elmer; Ganaele Langlois; Zachary Devereaux; Peter Malachy Ryan; Fenwick McKelvey; Joanna Redden; A. Brady Curlew

2009-01-01

387

The Effect of Magazine Web Site Usage on Print Magazine Loyalty  

Microsoft Academic Search

The purpose of this study is to explore the impact of magazine Web site usage on print magazine loyalty and word-of-mouth intentions. Thus, the key question is whether active Web site visitors are more likely to buy the magazine in the future. The research framework builds on the literature on relationship marketing and brand relationships, and is tested on a

Hanna-Kaisa Ellonen; Anssi Tarkiainen; Olli Kuivalainen

2010-01-01

388

Honesty versus Loyalty: What Children Think about Dealing with Their Friend's Wrongdoing.  

ERIC Educational Resources Information Center

The present study investigates what children of various ages think about concealing or revealing the wrongdoing of a friend in a hypothetical conflict between honesty to parents and loyalty to a friend. The study also examines how children's reasoning was affected by the expectation of parental punishment. A total of 200 children (20 boys and 20…

Valtin, Renate; Watson, Alan

389

Partnership with the customer  

NASA Technical Reports Server (NTRS)

This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.

Trachta, Gregory S.

1992-01-01

390

Using Customer Relationship Trajectories to Segment Customers and Predict Profitability  

Microsoft Academic Search

A central premise of relationship marketing theory is that economic benefits flow fromretaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interactions with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), we study the

Tanya Mark; Rakesh Niraj; Niraj Dawar

2007-01-01

391

CERTS customer adoption model  

SciTech Connect

This effort represents a contribution to the wider distributed energy resources (DER) research of the Consortium for Electric Reliability Technology Solutions (CERTS, http://certs.lbl.gov) that is intended to attack and, hopefully, resolve the technical barriers to DER adoption, particularly those that are unlikely to be of high priority to individual equipment vendors. The longer term goal of the Berkeley Lab effort is to guide the wider technical research towards the key technical problems by forecasting some likely patterns of DER adoption. In sharp contrast to traditional electricity utility planning, this work takes a customer-centric approach and focuses on DER adoption decision making at, what we currently think of as, the customer level. This study reports on Berkeley Lab's second year effort (completed in Federal fiscal year 2000, FY00) of a project aimed to anticipate patterns of customer adoption of distributed energy resources (DER). Marnay, et al., 2000 describes the earlier FY99 Berkeley Lab work. The results presented herein are not intended to represent definitive economic analyses of possible DER projects by any means. The paucity of data available and the importance of excluded factors, such as environmental implications, are simply too important to make such an analysis possible at this time. Rather, the work presented represents a demonstration of the current model and an indicator of the potential to conduct more relevant studies in the future.

Rubio, F. Javier; Siddiqui, Afzal S.; Marnay, Chris; Hamachi,Kristina S.

2000-03-01

392

The story behind service with a smile: The effects of emotional labor on job satisfaction, emotional exhaustion, and affective well-being  

Microsoft Academic Search

The present study examines the process of emotional labor as performed by customer service employees. This research investigates some of the consequences of performing emotional labor such as emotional exhaustion, affective well-being, and job satisfaction, and attempts to determine which individual and organizational variables play moderating roles in these relationships. One hundred and seventy-six participants from 10 customer service organizations,

Hazel-Anne M Johnson

2004-01-01

393

The moderating effects of gender roles on service emotional contagion  

Microsoft Academic Search

This study attempts to examine how service personnel's appearances, attitudes, and behaviours affect customers' emotions and thus their satisfaction and loyalty; it also considers gender roles an important moderator, in that customers with different gender roles may detect and feel differently when they are exposed to personnel's appearances, attitudes, and behaviours. Empirical data were collected from customers in clothing shops

Miao-Que Lin; Li-Shia Huang; Yi-Fang Chiang

2008-01-01

394

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

395

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

396

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

397

Studies of transformational leadership in the consumer service workgroup: cooperative conflict resolution and the mediating roles of job satisfaction and change commitment.  

PubMed

The present paper evaluates the effect of transformational leadership on job satisfaction and change commitment along with their interconnected effects (mediation) on cooperative conflict resolution (management) in customer service activities in Taiwan. The multi-source samples consist of data from personnel serving at customer centers (workgroups), such as phone service personnel, customer representatives, financial specialists, and front-line salespeople. An empirical study was carried out using a multiple mediation procedure incorporating boot-strapping techniques and PRODCLIN2 with structural equation modeling (SEM) analysis. The results indicate that the main effect of the leadership style on cooperative conflict resolution is mediated by change commitment and job satisfaction. PMID:23234098

Yang, Yi-Feng

2012-10-01

398

Toward a theory of patient satisfaction  

Microsoft Academic Search

Despite the widespread concern in health care literature with patients'--or clients'--satisfaction there has been no explicit definition of that concept nor systematic consideration of its determinants and consequences. The definition of satisfaction proposed here is derived from Fishbein and Ajzen's attitude theory and from job satisfaction research. Among the various probable determinants of a patient's satisfaction with health care are

Susie Linder-Pelz

1982-01-01

399

Job satisfaction of Asian Americans.  

PubMed

Since Asian Americans have demographic and labor force characteristics more similar to Euro-Americans than African Americans, one might predict that their job satisfaction would be more like the former than the latter. And, because Asian Americans originating from different countries are heterogeneous in language, culture, and recency of immigration, one might predict that they may report obtaining different amounts of satisfaction from their jobs. However, data from 21 nationally representative opinion surveys from 1972 through 1996 suggest the opposite. Asian Americans (n = 199) reported job satisfaction more like African Americans (n = 1,231) than Euro-Americans (n = 10,709), and Asian Americans from China (n = 53), Japan (n = 44), India (n = 55), and the Philippines (n = 47) reported similar job satisfaction. These differences persisted when age, education, occupation, and personal income were held constant. PMID:10840916

Weaver, C N; Hinson, S

2000-04-01

400

Do demographics affect marital satisfaction?  

PubMed

This study examined the effects of age, education, number of children, employment status, and length of marriage on marital satisfaction. Seven hundred and eighty-seven nonrandomly selected married adults from the Flanders region in Belgium completed the Maudsley Marital Questionnaire (MMQ) (Arrindell, Boelens, & Lambert, 1983a). The results indicated a statistically significant difference between the marital satisfaction of the first married and remarried adults. A gender-level analysis showed a statistically significant difference between the marital satisfaction of men and women. Among the demographic variables, the effect of length of marriage was highly significant with marital satisfaction. In a separate analysis, we found that the effect of age and number of children had a statistically significant effect on the sexual adjustment of the respondents. Accordingly, we found that age, number of children, and length of marriage were significantly positively correlated with sexual adjustment (MMQ-S) and educational attainment with general-life adjustment (MMQ-GL) problems. PMID:17162490

Jose, Orathinkal; Alfons, Vansteenwegen

2007-01-01

401

Customer and non-customer perspectives for examining corporate reputation  

Microsoft Academic Search

Purpose – Several studies on corporate reputation have proposed a customer-based approach for assessing corporate reputation. Other studies proposed examining corporate reputation from the perspective of other primary stakeholder groups such as employees, investors or suppliers. Hence this paper aims to examine corporate reputation by considering both the customer's and the non-customer's views. Design\\/methodology\\/approach – This study was applied to

Hamed M. Shamma; Salah S. Hassan

2009-01-01

402

Office Noise, Satisfaction, and Performance  

Microsoft Academic Search

A field study assessed disturbance by office noise in relation to environmental satisfaction, job satisfaction, and jot performance ratings among 2,391 employees at 58 sites before and\\/or after office renovation. In all, 54% said they were bothered often by noise, especial!y by people talking and telephones ringing. Disturbance by noise correlated with dissatisfaction with the environment and job but not

Eric Sundstrom; Jerri P. Town; Robert W. Rice; David P. Osborn; Michael Brill

1994-01-01

403

Chronic Illness and Patient Satisfaction  

PubMed Central

Objective To examine how the relationship between patient characteristics, patient experience with the health care system, and overall satisfaction with care varies with illness complexity. Data Sources/Study Setting Telephone survey in 14 U.S. geographical areas. Study Design Structural equation modeling was used to examine how relationships among patient characteristics, three constructs representing patient experience with the health care system, and overall satisfaction with care vary across patients by number of chronic illnesses. Data Collection/Extraction Methods Random digital dial telephone survey of adults with one or more chronic illnesses. Principal Findings Patients with more chronic illnesses report higher overall satisfaction. The total effects of better patient–provider interaction and support for patient self-management are associated with higher satisfaction for all levels of chronic illness. The latter effect increases with illness burden. Older, female, or insured patients are more satisfied; highly educated patients are less satisfied. Conclusions Providers seeking to improve their patient satisfaction scores could do so by considering patient characteristics when accepting new patients or deciding who to refer to other providers for treatment. However, our findings suggest constructive actions that providers can take to improve their patient satisfaction scores without selection on patient characteristics. PMID:22515159

Carlin, Caroline S; Christianson, Jon B; Keenan, Patricia; Finch, Michael

2012-01-01

404

Using relationship marketing to develop and sustain nurse loyalty: a case of a rural health care institution.  

PubMed

The prosperity of a health care organization is contingent on its ability to compete for and retain a high quality staff of "loyal" nurses. Although the benefits of maintaining a loyal nursing staff are obvious, turnover in the health care industry is dangerously high. One solution for reducing turnover is to develop and sustain a loyal nursing staff. The purpose of this article is to apply customer-oriented marketing theories and practices to better understand how strong nurse-provider relationships can be developed and maintained over time. The authors first examine relationship marketing literature as it applies to nurse relationship and management issues. Second, a framework for conceptualizing internal marketing efforts devoted to enhancing nursing staff satisfaction and retention in tested. Finally, strategies for practicing relationship marketing will be provided. PMID:10848197

Peltier, J W; Boyt, T; Westfall, J

1999-01-01

405

Integrated design and production of multi-storey timber frame houses – production effects caused by customer-oriented design  

Microsoft Academic Search

This paper presents the results from an ongoing R&D project aiming for an industrialised development of a multi-storey timber frame house system. The development was conducted systematically using methods from concurrent engineering (CE) focusing on the customer satisfaction and production–design problems\\/possibilities. A Swedish SME building company was investigated from the viewpoint of customer orientation, production and design of multi-storey timber

Lars Stehn; Max Bergström

2002-01-01

406

Factors affecting physician loyalty and exit: a longitudinal analysis of physician-hospital relationships.  

PubMed

This article examines forces that influence physicians to change the percentage of their admissions to a hospital (loyalty) and to cease admitting patients to a hospital altogether (exit). Because physicians are both members of a hospital and consumers of its services, their admitting patterns can be described using models of employee commitment and consumer buying behavior. We test several hypotheses drawn from these literatures using data on physician admissions at hospitals over a two-year period. Results indicate that admitting patterns are explained primarily by convenience and inertia processes characteristic of consumer behavior. On the other hand, factors believed to influence organizational commitment (e.g., decision-making involvement, conflict, economic investments) have little effect on loyalty and exit. The findings question the utility of hospital strategies to improve the climate of physician-hospital relations, and suggest several qualifications for research on the commitment of professionals. PMID:1563950

Burns, L R; Wholey, D R

1992-04-01

407

Factors affecting physician loyalty and exit: a longitudinal analysis of physician-hospital relationships.  

PubMed Central

This article examines forces that influence physicians to change the percentage of their admissions to a hospital (loyalty) and to cease admitting patients to a hospital altogether (exit). Because physicians are both members of a hospital and consumers of its services, their admitting patterns can be described using models of employee commitment and consumer buying behavior. We test several hypotheses drawn from these literatures using data on physician admissions at hospitals over a two-year period. Results indicate that admitting patterns are explained primarily by convenience and inertia processes characteristic of consumer behavior. On the other hand, factors believed to influence organizational commitment (e.g., decision-making involvement, conflict, economic investments) have little effect on loyalty and exit. The findings question the utility of hospital strategies to improve the climate of physician-hospital relations, and suggest several qualifications for research on the commitment of professionals. PMID:1563950

Burns, L R; Wholey, D R

1992-01-01

408

Custom-made ocular prosthesis  

PubMed Central

An ocular defect may affect a patient psychologically. An ocular prosthesis is given to uplift the patient psychologically and improve the confidence. Ocular prosthesis can be custom made or a stock shell. To improve the comfort and matching of the prosthesis with that of the adjacent natural eye an custom made ocular prosthesis is preferred. Different techniques are available to fabricate a custom ocular prosthesis, here we have used paper iris disk technique. PMID:23066246

Gunaseelaraj, Rajkumar; Karthikeyan, Suma; Kumar, Mohan N.; Balamurugan, T.; Jagadeeshwaran, A. R.

2012-01-01

409

A compass for customer needs.  

PubMed

Baldor Electric uses a tool it calls the value formula to help teach its employees to look at their work through the eyes of the customer. In fact, the goal of the value improvement process is to focus everyone on customer value, and the employees, by going through five training courses, learn how improving quality and service and reducing cost and time lead to higher value for the customer. PMID:10176287

Hines, J D; Murray, M

1998-02-01

410

Customer Service in Ontario's Colleges  

ERIC Educational Resources Information Center

No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

Keith, John

2005-01-01

411

Mining and summarizing customer reviews  

Microsoft Academic Search

Merchants selling products on the Web often ask their customers to review the products that they have purchased and the associated services. As e-commerce is becoming more and more popular, the number of customer reviews that a product receives grows rapidly. For a popular product, the number of reviews can be in hundreds or even thousands. This makes it difficult

Minqing Hu; Bing Liu

2004-01-01

412

Customer Service in Higher Education  

Microsoft Academic Search

In today's highly competitive world, higher education needs to look more closely at improving customer service on campus. As the consumers of education become more aware of their rights, they will be demanding the same service of educational institutions as they do commercial businesses. Higher education needs to investigate what busienss has been doing in the area of customer service

Robert G. Sines Jr; Eric A. Duckworth

1994-01-01

413

Silo busting: how to execute on the promise of customer focus.  

PubMed

For many senior executives, shifting from selling products to selling solutions--packages of products and services--is a priority in today's increasingly commoditized markets. Companies, however, aren't always structured to make that shift. Knowledge and expertise often reside in silos, and many companies have trouble harnessing their resources across those boundaries in a way that customers value and are willing to pay for. Some companies--like GE Healthcare, Best Buy, and commercial real estate provider Jones Lang LaSalle (JLL)--have restructured themselves around customer needs to deliver true solutions. They did so by engaging in four sets of activities: COORDINATION: To deliver customer-focused solutions, three things must occur easily across boundaries: information sharing, division of labor, and decision making. Sometimes this involves replacing traditional silos with customer-focused ones, but more often it entails transcending existing boundaries. JLL has experimented with both approaches. COOPERATION: Customer-centric companies, such as Cisco Systems, develop metrics for customer satisfaction and incentives that reward customer-focused cooperation. Most also shake up the power structure so that people who are closest to customers have the authority to act on their behalf. CAPABILITY: Delivering customer-focused solutions requires some employees to be generalists instead of specialists. They need experience with more than one product or service, a deep knowledge of customer needs, and the ability to traverse internal boundaries. CONNECTION: By combining their offerings with those of a partner, companies can cut costs even as they create higher-value solutions, as Starbucks has found through its diverse partnerships. To stand out in a commoditized market, companies must understand what customers value. Ultimately, some customers may be better off purchasing products and services piecemeal. PMID:17494254

Gulati, Ranjay

2007-05-01

414

Gender differences in job satisfaction.  

PubMed

The competing hypotheses of socialization, structural, and social role theories were used to investigate the possible existence of gender differences in job satisfaction. The hypotheses were tested in a sample of over 13,000 U.S. employees from approximately 130 organizations and divisions across a variety of industries. The organizations were clients of a North American-based management consulting company. T tests and effect sizes were calculated to test for the possible existence of group differences in job satisfaction between women and men in both clerical and managerial positions. The results indicate support for structural theory, some support for social role theory, and a lack of support for socialization theory. An important finding is that U.S. women and men in management apparently did not differ from one another in their sources of satisfaction at work. PMID:7776638

Mason, E S

1995-04-01

415

Examiner's Manual. School Climate Survey: Student Satisfaction Survey, Teacher Satisfaction Survey, Parent Satisfaction Survey: Form A. Sampler Kit.  

ERIC Educational Resources Information Center

Guidelines for examiners administering the School Climate Survey (SCS), the Teacher Satisfaction Survey (TSS), the Student Satisfaction Survey (SSS), and the Parent Satisfaction Survey (PSS) of the National Association of Secondary School Principals (NASSP) are provided. These four surveys are the initial result of research/development efforts by…

Halderson, Cynthia; And Others

416

The Commuter Student and Student Satisfaction.  

ERIC Educational Resources Information Center

Questionnaire responses from 782 undergraduates suggest that the perception of educational benefits seemed to be the most critical variable in predicting student satisfaction. Other variables examined were age, student level, grade, and satisfaction with college experience. (Author/LB)

Liu, Richard; Jung, Loren

1980-01-01

417

The role of positive and negative affectivity on job satisfaction and life satisfaction  

Microsoft Academic Search

This study examines the relationship between positive affectivity, negative affectivity, job satisfaction, and life satisfaction using a sample of 558 urban employees from Dalian. Positive and negative affectivity were measured with Watson's PANAS scale, job satisfaction was measured with Spector's JSS scale, and life satisfaction was measured with the International Wellbeing Group's PWI scale. All the scales are well established

Zhai Qing-guo; Russell SMYTH; Ingrid NIELSEN; Luan Xiu-yun

2009-01-01

418

Personality, Career Satisfaction, and Life Satisfaction: Test of a Directional Model  

ERIC Educational Resources Information Center

A conceptual model proposing paths from personality traits to career satisfaction and life satisfaction and from career satisfaction to life satisfaction was evaluated in a field study by structural equations modeling using LISREL 8. Participants were a convenience sample of 1,352 information science professionals. An exploratory maximum…

Lounsbury, John W.; Park, Soo-Hee; Sundstrom, Eric; Williamson, Jeanine M.; Pemberton, Anne E.

2004-01-01

419

The Effects of Brand Communication and Service Quality In Building Brand Loyalty Through Brand Trust; The Empirical Research On Global Brands  

Microsoft Academic Search

Brands are important in the consumer markets. They are the interface between consumers and the company, and consumers may develop trust and loyalty to brands. The aim of this study is to investigate the effects of brand communication and service quality in building brand loyalty through brand trust. The present study explores the relationship among brand communication and service quality

Cemal Zehir; Azize ?ahin; Hakan Kitapç?; Mehtap Öz?ahin

2011-01-01

420

Turn customer input into innovation.  

PubMed

It's difficult to find a company these days that doesn't strive to be customer-driven. Too bad, then, that most companies go about the process of listening to customers all wrong--so wrong, in fact, that they undermine innovation and, ultimately, the bottom line. What usually happens is this: Companies ask their customers what they want. Customers offer solutions in the form of products or services. Companies then deliver these tangibles, and customers just don't buy. The reason is simple--customers aren't expert or informed enough to come up with solutions. That's what your R&D team is for. Rather, customers should be asked only for outcomes--what they want a new product or service to do for them. The form the solutions take should be up to you, and you alone. Using Cordis Corporation as an example, this article describes, in fine detail, a series of effective steps for capturing, analyzing, and utilizing customer input. First come indepth interviews, in which a moderator works with customers to deconstruct a process or activity in order to unearth "desired outcomes." Addressing participants' comments one at a time, the moderator rephrases them to be both unambiguous and measurable. Once the interviews are complete, researchers then compile a comprehensive list of outcomes that participants rank in order of importance and degree to which they are satisfied by existing products. Finally, using a simple mathematical formula called the "opportunity calculation," researchers can learn the relative attractiveness of key opportunity areas. These data can be used to uncover opportunities for product development, to properly segment markets, and to conduct competitive analysis. PMID:12964470

Ulwick, Anthony W

2002-01-01

421

The quest for customer focus.  

PubMed

Companies have poured enormous amounts of money into customer relationship management, but in many cases the investment hasn't really paid off. That's because getting closer to customers isn't about building an information technology system. It's a learning journey-one that unfolds over four stages, requiring people and business units to coordinate in progressively more sophisticated ways. The journey begins with the creation of a companywide repository containing each interaction a customer has with the company, organized not by product, purchase, or location, but by customer. Communal coordination is what's called for at this stage, as each group contributes its information to the data pool separately from the others and then taps into it as needed. In the second stage, one-way serial coordination from centralized IT through analytical units and out to the operating units allows companies to go beyond just assembling data to drawing inferences. In stage three, companies shift their focus from past relationships to future behavior. Through symbiotic coordination, information flows back and forth between central analytic units and various organizational units like marketing, sales, and operations, as together they seek answers to questions like "How can we prevent customers from switching to a competitor?" and "Who would be most likely to buy a new product in the future"? In stage four, firms begin to move past discrete, formal initiatives and, through integral coordination, bring an increasingly sophisticated understanding oftheir customers to bear in all day-to-day operations. Skipping stages denies organizations the sure foundation they need to build a lasting customer-focused mind-set. Those that recognize this will invest their customer relationship dollars much more wisely-and will see their customer-focusing efforts pay offon the bottom line. PMID:15807042

Gulati, Ranjay; Oldroyd, James B

2005-04-01

422

Linking customer assets to financial performance  

Microsoft Academic Search

As more firms adopt a customer asset management approach to their business, it has become increasingly important to understand how customer management efforts relate to the financial performance of the firm. Of specific interest to shareholders is the relationship between traditional financial measures and customer-centric measures. The customer-centric measure that has received the most attention is customer lifetime value (CLV).

Rajendra Kumar SRIVASTAVA; Donald R. Lehmann; Maria Merino; Jacquelyn S. Thomas; Peter C. Verhoef

2002-01-01

423

Life Satisfaction of the Elderly American Indian.  

ERIC Educational Resources Information Center

Examines generally high life satisfaction of 58 elderly reservation American Indians and its relationship to selected internal and external environmental factors. Suggests that internal environmental variables may be useful indicators of life satisfaction and that subjective measures of life satisfaction may be more predictive of mental health…

Johnson, Freddie L.; And Others

1984-01-01

424

Job Satisfaction among Women in Advertising.  

ERIC Educational Resources Information Center

A study examined job satisfaction among women in advertising. Subjects were 48 female respondents from a mail survey of membership of a Midwest advertising club. Two types of job satisfaction measures were used: items from the Minnesota Satisfaction Questionnaire and the action tendency scales developed by E. Locke. The results showed a high level…

Pokrywczynski, James V.; Crowley, John H.

425

Consumer satisfaction with mental health treatment  

Microsoft Academic Search

Reviews literature on the evaluation of consumer satisfaction with mental health treatment. The methods of assessing consumer satisfaction, methodological issues in studies assessing satisfaction, results of the studies, and the value of consumer evaluation are discussed. Consumer evaluation is found to be a useful though flawed method of assessing services. It is concluded that consumer evaluation should be included in

Jay Lebow

1982-01-01

426

Determinants of undergraduate business student satisfaction  

Microsoft Academic Search

An analysis of the determinants of overall student satisfaction of 1,212 business seniors was conducted using the Undergraduate Business Exit Assessment. A factor analysis of the student's responses resulted in the determination of eight factors which are distinct from those proposed by the providers of this standardized instrument: (a) self-confidence, (b) satisfaction with the curriculum, instruction, and classes, (c) satisfaction

David W. Letcher; Joao S. Neves

427

Customer concerns regarding satellite servicing  

NASA Technical Reports Server (NTRS)

The organization of orbital servicing of satellites is discussed. Provision of servicing equipment; design interfaces between the satellite and the servicing equipment; and the economic viability of the concept are discussed. The proposed solution for satisfying customer concerns is for the servicing organizations to baseline an adequate inventory of servicing equipment with standard interfaces and established servicing costs. With this knowledge, the customer can conduct tradeoff studies and make programmatic decisions regarding servicing options. A dialog procedure between customers and servicing specialists is outlined.

Rysavy, Gordon

1987-01-01

428

Optimizing the customized residency plan.  

PubMed

Residents and residency program directors (RPDs) understand that the goal of the residency year is to earn a residency certificate through achievement of established goals and objectives. The customized residency plan provides a map for the resident and RPD to follow throughout the course of the residency year, helping to keep everyone on track to accomplish the established goals and objectives of the program. It also provides information that allows preceptors to take the individual resident's plan into consideration when customizing a learning experience. This article will focus on the process for developing a customized residency plan and implementing it over the course of the residency year. PMID:24421508

Phillips, Holly; Wilkinson, Samaneh T; Buck, Brian

2013-06-01

429

An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China  

Microsoft Academic Search

In the modern customer-centred era, customer value is a strategic weapon in attracting and retaining customers. Delivering superior customer value has become a matter of ongoing concern in building and sustaining competitive advantage by driving customer-relationship-management (CRM) performance. However, related studies are rather divergent, the key dimensions of customer value remain unclear, and there is no agreement on the evaluation

Yonggui Wang; Hing Po Lo; Renyong Chi; Yongheng Yang

2004-01-01

430

Determinants of satisfaction for entrepreneurs  

Microsoft Academic Search

This study considers the extent to which entrepreneurs are satisfied with their businesses in their third year of business ownership. Entrepreneurial satisfaction might be viewed as a basic measure of performance. It may bear upon decisions by individual entrepreneurs about whether to invest more time and money, whether to cut back, or whether to close down. It may also influence

Arnold C. Cooper; Kendall W. Artz

1995-01-01

431

User satisfaction and influencing issues  

Microsoft Academic Search

There has been a rapid growth of information systems (IS) the last few years, and with the fast evolvement arise questions about how to manage these systems to obtain efficiency and success. People have used the literature as a forum to discuss these important issues for many years now, and literature concerning information systems is therefore widespread. User satisfaction is

Bard M. Bergersen

432

Patient satisfaction in New Zealand  

Microsoft Academic Search

Aims To determine whether the Patient Survey Guidelines developed for district health board (DHBs) in 2000 are being adhered to and what the results of the survey can tell us about patient satisfaction in New Zealand. Method Nationwide patient survey data obtained from the Ministry of Health under the Official Information Act was examined to determine the validity and reliability

Gerard Zwier

2009-01-01

433

Student Satisfaction with Asynchronous Learning  

ERIC Educational Resources Information Center

The authors discuss elements that potentially impact student satisfaction with asynchronous learning: the media culture, digital, personal and mobile technologies, student learning preferences, pedagogy, complexities of measurement, and the digital generation. They describe a pilot study to identify the underlying dimensions of student…

Dziuban, Charles; Moskal, Patsy; Brophy, Jay; Shea, Peter

2007-01-01

434

Antecedents and Consequences of Customers’ Menu Choice in an Authentic Chinese Restaurant Context  

Microsoft Academic Search

The purpose of this study was to explore the relationships between menu choice, specifically familiarity and its antecedents (risk-taking behavior and physical environment) and consequences (disconfirmation, customer satisfaction, revisit intention, and word-of-mouth intention) in an authentic ethnic restaurant context. A conceptual model was developed to explore the linkages between these antecedents and the outcome variables of menu choice. Data were

Kisang Ryu; Yan Zhong

2011-01-01

435

Customer research, customer-driven design, and business strategy in Massively Multiplayer Online Games  

E-print Network

This thesis is a part of an exploration of how the relationships between the customers of Massively Multiplayer Online Games (MMOGs) shape customer experience, and can be used to diminish customer churn and improve customer ...

Andrivet, Sébastien

2007-01-01

436

Customer-experienced rapid prototyping  

NASA Astrophysics Data System (ADS)

In order to describe accurately and comprehend quickly the perfect GIS requirements, this article will integrate the ideas of QFD (Quality Function Deployment) and UML (Unified Modeling Language), and analyze the deficiency of prototype development model, and will propose the idea of the Customer-Experienced Rapid Prototyping (CE-RP) and describe in detail the process and framework of the CE-RP, from the angle of the characteristics of Modern-GIS. The CE-RP is mainly composed of Customer Tool-Sets (CTS), Developer Tool-Sets (DTS) and Barrier-Free Semantic Interpreter (BF-SI) and performed by two roles of customer and developer. The main purpose of the CE-RP is to produce the unified and authorized requirements data models between customer and software developer.

Zhang, Lijuan; Zhang, Fu; Li, Anbo

2008-12-01

437

Consumer satisfaction: a key to financial success in the managed care environment.  

PubMed

To be successful a company must have the ability to change and be focused on meeting customer needs. The author proposes that health care providers must expand their attention beyond traditional purchasers of services, employers, and insurers and focus on redesigning consumer satisfaction programs and tools to fit the new market environment. Changing from a fee-for-service system to a managed care system means patients are paying an increasing portion of the costs for coverage and care. PMID:9211149

Jones, K C

1997-01-01

438

[Burnout and job satisfaction among nursing professionals].  

PubMed

The purpose of this study was to examine the relationship between burnout and job satisfaction among nursing professionals. The sample consisted of 316 staff nurses. The study was longitudinal, and not randomized. The gap between Time 1 (T1) and Time 2 (T2) was one year. Hierarchical regression analysis showed empirical evidence of the significant and negative effect of burnout (i.e., Emotional exhaustion and Depersonalization dimensions) at T1 on job satisfaction in T2. Significant results were also obtained that showed the influence of job satisfaction at T1 on burnout at T2 (i.e., Depersonalization dimension). The study concludes that there is a bidirectional and longitudinal relationship between burnout and job satisfaction. However, longitudinal effects of burnout at T1 on job satisfaction on T2 (i.e., burnout as antecedent of job satisfaction) are stronger than vice-versa (i.e., job satisfaction as antecedent of burnout). PMID:22420356

Figueiredo-Ferraz, Hugo; Grau-Alberola, Ester; Gil-Monte, Pedro R; García-Juesas, Juan A

2012-05-01

439

7 CFR 1260.129 - Customs Service.  

Code of Federal Regulations, 2011 CFR

...MARKETING SERVICE (MARKETING AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE BEEF PROMOTION AND RESEARCH Beef Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service...

2011-01-01

440

7 CFR 1260.129 - Customs Service.  

...MARKETING SERVICE (MARKETING AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE BEEF PROMOTION AND RESEARCH Beef Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service...

2014-01-01

441

7 CFR 1260.129 - Customs Service.  

Code of Federal Regulations, 2010 CFR

...MARKETING SERVICE (MARKETING AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE BEEF PROMOTION AND RESEARCH Beef Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service...

2010-01-01

442

7 CFR 1260.129 - Customs Service.  

Code of Federal Regulations, 2012 CFR

...MARKETING SERVICE (MARKETING AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE BEEF PROMOTION AND RESEARCH Beef Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service...

2012-01-01

443

7 CFR 1260.129 - Customs Service.  

Code of Federal Regulations, 2013 CFR

...MARKETING SERVICE (MARKETING AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE BEEF PROMOTION AND RESEARCH Beef Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service...

2013-01-01

444

Gaining Competitive Service Value through Performance Motivation  

Microsoft Academic Search

For a service firm, customer perceptions of superior service quality can be an important competitive advantage. Practitioners and academics alike agree that employee motivation and vision and organizational learning are important determinants of service quality and subsequently customer satisfaction and loyalty. Utilizing a framework suggested by the resource-based view of the firm, this empirical study investigated the effects of employee

Julie M. Hays; Arthur V. Hill

445

eTailQ: dimensionalizing, measuring and predicting etail quality  

Microsoft Academic Search

Quality is related to customer satisfaction, retention and loyalty in both product and services settings. Thus, quality is expected to be a determinant of online retailer success as well. Based on online and offline focus groups, a sorting task, and an online survey of a customer panel, the authors establish the dimensions of the etail experience, and develop a reliable

Mary Wolfinbarger; Mary C Gilly

2003-01-01

446

Satisfaction Survey for a Medication Management Program: Satisfaction Guaranteed?  

PubMed Central

Background: Providing clinical pharmacy services to patients in their homes after discharge from hospital has been reported to reduce health care costs and improve outcomes. The Medication Management Program of the Fraser Health Authority involves pharmacists making home visits to provide clinical pharmacy services to elderly patients who have recently been discharged from hospital and others considered to be at high risk for adverse drug events. Although clinical and economic outcomes of this program have been evaluated, humanistic outcomes such as satisfaction have not been assessed. Moreover, very little evaluation of patient satisfaction with home pharmacy services has been reported in the literature. Objective: To evaluate patient satisfaction with the Medication Management Program. Methods: A telephone survey instrument, consisting of 7 Likert-scale items and 2 open-ended questions, was developed and administered to patients who received a home pharmacist visit between September 1 and November 23, 2011. In addition to the survey responses, demographic and clinical data for both respondents and nonrespondents were collected. Results: Of the 175 patients invited to participate in the survey, 103 (58.9%) agreed to participate. The majority of respondents agreed or strongly agreed with all of the survey items, indicating satisfaction with the program. For example, 97 (94%) agreed or strongly agreed that they would recommend the pharmacist home visit program continue to be available, and all 103 (100%) agreed or strongly agreed that they were satisfied with the pharmacist home visit. Respondents provided some suggestions for program improvement. Conclusions: The survey findings demonstrate that patients were satisfied with the home clinical pharmacy services offered through the Fraser Health Medication Management Program. PMID:24357867

Flanagan, Priti; Kainth, Suman; Nissen, Lisa

2013-01-01

447

Is the job satisfaction of primary care team members associated with patient satisfaction?  

PubMed

BACKGROUND Previous research has shown a correlation between physician job satisfaction and patient satisfaction with quality of care, but the connection between job satisfaction of other primary care team members and patient satisfaction is yet unclear. OBJECTIVE To evaluate whether there is an association between patient satisfaction and job satisfaction of the members of patient care teams. DESIGN The study was based on data from the European Practice Assessment and used an observational design. SETTING 676 primary care practices in Germany. PARTICIPANTS 47?168 patients, 676 general practitioners (practice principals), 305 physician colleagues (trainees and permanently employed physicians) and 3011 non-physician practice members (nurses, secretaries). MAIN OUTCOME MEASURES Patient evaluation was measured using the 23-item EUROPEP questionnaire. Job satisfaction was measured using the 10-item Warr-Cook-Wall job satisfaction scale and further items relating to practice structure. Bivariate correlations were applied in which factors of patient satisfaction and practice structure were compared with physicians and non-physicians satisfaction. RESULTS Patient satisfaction correlates positively with the general job satisfaction of the non-physician (r=0.25, p<0.01) and no significant correlation was found for the general job satisfaction of practice principals and physician colleagues. Patients' satisfaction with the practice organisation correlates positively with the general job satisfaction of the non-physicians (r=0.30, p<0.01) and their view of practice structure (r=0.29, p<0.01). CONCLUSIONS The correlation between non-physician team member satisfaction and patient satisfaction was higher than the correlation between satisfaction of physicians and patients. Patients seem to be sensitive to aspects of practice structure. PMID:21262790

Szecsenyi, Joachim; Goetz, Katja; Campbell, Stephen; Broge, Bjoern; Reuschenbach, Bernd; Wensing, Michel

2011-06-01

448

Depression and Body Image Satisfaction  

Microsoft Academic Search

The relationship between depression and body-image satisfaction in different ethnic groups was investigated by comparing depressed and nondepressed males and females from Caucasian-American, Chinese-American, and Japanese-American college samples. It was hypothesized that depressed respondents would manifest significantly higher levels of body-image dissatisfaction than nondepressed respondents, regardless of ethnicity and gender. The results supported the hypothesis. As a function of the

Anthony J. Marsella; Lanette Shizuru; Jerry Brennan; Velma Kameoka

1981-01-01

449

Planning texts by constraint satisfaction  

Microsoft Academic Search

A method is described by which a rhetorical-structure tree can be realized by a text structure made up of sections, paragraphs, sentences, vertical lists, and other textual patterns, with discourse connectives added (in the correct positions) to mark rhetorical relations. We show that text-structuring can be formulated as a Constraint Satisfaction Problem, so that all solutions respecting constraints on text-structure

Richard Power

2000-01-01

450

Emotional Intelligence and Job Satisfaction  

NASA Astrophysics Data System (ADS)

This study aims to investigate the effect of training some aspects of Emotional Intelligence (EI) on job satisfaction and productivity of employees. The results can help organizations to realize human capabilities and the way to improve them by paying more attention to psychological issues. We used a quasi-experimental method using a pre-test and a post-test designed with control group and a four-month follow-up. Study population consists of employees of Marine Installations and Construction Company. Considering variables like age, education and job rank, we selected 28 employees who earned the lowest score for EI. They were then randomly assigned to experimental and control groups. Each employee got job satisfaction and productivity questionnaires and their managers were given employee evaluation questionnaire. Then some aspects of EI were taught to the experimental group once a week for 10 sessions. Four months later, both groups were evaluated by managers. The results show that education did not increase employees` job satisfaction nor did it improve managers` evaluation. However, employees` productivity score after training sessions and managers` evaluation improved in the long run. The results reveal that training EI by further controlling the above-mentioned variables is effective and essential to improve human resources.

Hosseinian, Simin; Yazdi, Seyedeh-Monavar; Zahraie, Shaghayegh; Fathi-Ashtiani, Ali

451

Job Satisfaction in Fisheries Compared.  

PubMed

This article draws comparative lessons from seven job satisfaction studies on marine capture fishing that were recently carried out in nine countries and three geographical regions-Asia, Africa, and the Caribbean. The seven studies made use of an identical job satisfaction assessment tool and present information on a selection of métiers mainly in the small-scale and semi-industrial fishing sectors. The responses manifest statistically significant geographical variation. Multidimensional plots and cluster analyses lead the authors to identify three clusters: (1) Southeast Asian (Vietnam and Thailand); (2) Caribbean (Belize, Nicaragua, Dominican Republic) and (3) Afro-Indian (Senegal, Guinea Bissau, and India). Jamaica is a significant outlier. On a general level, the authors conclude that fishers who report that they are not interested in leaving the occupation of fishing score higher on three traditional job satisfaction scales-basic needs, social needs and self actualization. Those who say they would leave fishing for another occupation are younger, have less fishing experience and smaller households. The latter findings are of relevance with regard to the pressing need, felt by fisheries managers, to move fishers out of the fishery. PMID:22997480

Pollnac, Richard; Bavinck, Maarten; Monnereau, Iris

2012-10-01

452

A CAD System for Shoe Last Customization  

Microsoft Academic Search

Customized shoes are desired in shoe industries nowadays to satisfy customer needs on style, fit and comfort. This paper proposes a CAD system for designing the customized shoe last based on the customer preferred shoe style and his\\/her foot features. Eighteen important foot features are firstly extracted from the laser-scanned foot data. The features are then used to deform the

Ning Shi; Shuping Yi; Shuping Xiong; Zuhua Jiang

2009-01-01

453

Perceptual market orientation gap and its impact on relationship quality and patient loyalty: the role of internal marketing.  

PubMed

The purpose of this study was to explore the perceptual market orientation gaps between physician and patients and its impact on relationship quality and patient loyalty, and to verify the critical role of internal marketing on developing market orientation. Self-administered questionnaires were then employed to collect the data. We used a convenience sample of physicians and patients at a medical center in central Taiwan, and 90 usable questionnaires from physicians and 450 usable questionnaires from patients were returned. Hierarchical multiple regression analyses were used to validate the research hypotheses. Physicians' perceptual market orientation had a positive influence on physician-patient relationship quality, hospital-patient relationship quality, and patient loyalty, but the perceptual market orientation gap between physicians and their patients had a direct negative impact on these constructs. Finally, internal marketing was found to have an influence on relationship quality and patient loyalty through the mediation of market orientation. In order to enhance relationship quality and patient loyalty, hospital managers should focus their efforts on improving employees' market orientation and reducing patients' perceptual market orientation gap. In addition, internal marketing was found to be a useful pathway in developing market orientation. PMID:22965146

Huang, Jin-An; Weng, Rhay-Hung; Lai, Chi-Shiun; Hu, Jer-San

2013-06-01

454

The effect of a buyer's market orientation on attitudinal loyalty toward a supplier: is dependence a moderator?  

Microsoft Academic Search

Purpose – The aim of this study is to analyze in depth the possible influence of a firm's market orientation on its own attitudinal loyalty toward a supplier. Design\\/methodology\\/approach – An empirical study was carried out through two structured surveys of 141 industrial firms. Data were compiled in two stages (with a time lag of one year). The time lag

María José Sanzo; María Leticia Santos; Luis I. Álvarez; Rodolfo Vázquez

2007-01-01

455

Investigating Dimensionality of Multichannel Retailer's Cross-Channel Integration Practices and Effectiveness: Shopping Orientation and Loyalty Intention  

Microsoft Academic Search

This study assesses the dimensionality of a multichannel retailer's cross-channel integration practices and effectiveness. The study subsequently tests its relationships with shopping orientation and loyalty intention toward the multichannel retailers. Five dimensions of multichannel retailer's practices and effectives are identified. The findings suggest that all but one dimension of the cross-channel integration practices and effectives were positively related with the

Hyun-Hwa Lee; Jihyun Kim

2010-01-01

456

The Role of Effective Service Provider Communication Style in the Formation of Restaurant Patrons' Perceived Relational Benefits and Loyalty  

Microsoft Academic Search

The purposes of this study were to examine the optimal service provider communication style for maximizing patrons' perceived relational benefits, and to examine how perceived relational benefits influence relationship quality and loyalty within the luxury restaurant industry. A review of current communication literature was conducted, and three types of communication styles were derived. Based on the theoretical causal relationships between

Insin Kim; Sang Mi Jeon; Sunghyup Sean Hyun

2011-01-01

457

Jose P. Laurel and Jorge B. Vargas: Issues of Collaboration and Loyalty during the Japanese Occupation of the Philippines  

Microsoft Academic Search

In this paper I looked at the actions that were taken by Jose P. Laurel and Jorge Vargas during the occupation of the Philippines country by Japanese Imperial forces during World War II. I was mostly interested in the idea of loyalties that occurred in places that were occupied throughout history and what constituted the lines that would be drawn

Jonathan Black

2010-01-01

458

Is Designation of Origin an Important Cue Driving Consumer Loyalty Behaviour? Evidence from Scanner Data on Dry - cured Ham  

Microsoft Academic Search

Reference to origin and region has become a factor of differentiation and added value for food product companies. Although previous studies argue that designation of origin can be considered as an extrinsic cue affecting consumer preferences, the main concern which still exists is whether designation of origin influences their actual purchase behaviour and, moreover, behavioural loyalty towards them. For measuring

Polymeros Chrysochou; Georges Giraud

459

The relationship of consumer personality trait, brand personality and brand loyalty: an empirical study of toys and video games buyers  

Microsoft Academic Search

Purpose – The purpose of this study is to explore the relationship of consumer personality trait, brand personality and brand loyalty. Design\\/methodology\\/approach – The convenience sampling method was used to collect primary data. A total of 400 adult consumers were interviewed who looked round or bought toys and video games in Taipei City Mall, and 387 effective questionnaires were collected;

Long-Yi Lin

2010-01-01

460

Transformational leadership in the consumer service workgroup: competing models of job satisfaction, change commitment, and cooperative conflict resolution.  

PubMed

This paper discusses the effects of transformational leadership on cooperative conflict resolution (management) by evaluating several alternative models related to the mediating role of job satisfaction and change commitment. Samples of data from customer service personnel in Taiwan were analyzed. Based on the bootstrap sample technique, an empirical study was carried out to yield the best fitting model. The procedure of hierarchical nested model analysis was used, incorporating the methods of bootstrapping mediation, PRODCLIN2, and structural equation modeling (SEM) comparison. The analysis suggests that leadership that promotes integration (change commitment) and provides inspiration and motivation (job satisfaction), in the proper order, creates the means for cooperative conflict resolution. PMID:24765708

Yang, Yi-Feng

2014-02-01

461

The four faces of mass customization.  

PubMed

Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers. PMID:10174455

Gilmore, J H; Pine, B J

1997-01-01

462

Improving satisfaction performance through faster turnaround times.  

PubMed

In order to increase satisfaction and improve department performance, Florida Hospital Memorial Medical Center focused on decreasing report turnaround time with a goal of two hours from completion of the examination by the technologist to a final signed report by the radiologist. Through the introduction of voice recognition software, not only were efficiencies gained, but there was a dramatic reduction in transcription costs--from $30,000 per month to less than $300. Turnaround times were ultimately reduced, thus improving performance and increasing satisfaction. This was made evident by the tracking over time of physician satisfaction scores and HCAHPS scores rating patient satisfaction. PMID:22043733

Kelley, Lisa

2011-01-01

463

Age and the Tenses of Life Satisfaction  

PubMed Central

Objective. People have a special capacity to live simultaneously in both chronological and biographical time. In this article, we examine reports of life satisfaction that span past, present, and future, considering how perceived changes in certain life domains are associated with overall perceived life trajectories. Methods. Analyses use men and women from the Midlife Development in the United States survey. We employ gender-stratified fixed effects regression models to examine the net effect of satisfaction with finances, partnerships/marriage, sex, contribution to others, work, health, and relationship with children on trajectories of overall life satisfaction. Results. Among men, partnership and financial satisfaction had the strongest association with life satisfaction. Women displayed a somewhat broader range of domains related to their trajectories of life satisfaction. Partnership was most important, but their sense of evolving life satisfaction was also tied to their relationship with their children, sexuality, work situation, contribution to others’ welfare, and financial situation. Discussion. We find several notable differences between men and women, but the most telling differences emerge among women themselves across chronological time. For women, partner satisfaction becomes considerably more important across the age groups, whereas sex, contribution to others, and relationships with children all decrease in their importance for overall life satisfaction. PMID:23704205

2013-01-01

464

Job satisfaction of home health nurses.  

PubMed

Job satisfaction is a key to the retention of quality nurses. To promote staff retention and reduce costs, nursing administrators need current research on job satisfaction of home health nurses. In a study of job satisfaction of 66 home health nurses, research indicates that the most satisfying aspects of home care nursing include autonomy and independence, close nurse-client relationships, work hours, flexibility in scheduling hours, and satisfaction with peers and supervisors. When nursing administrators capitalize on these job satisfiers, staff turnover is reduced and costs are contained. PMID:7960880

Lynch, S A

1994-01-01

465

Job security, satisfaction influence work commitment  

E-print Network

A nationwide survey of newspaper journalists found that coping control, perceptions of job quality and job security and organizational commitment are significant, positive predictors of job satisfaction.

Reinardy, Scott

2012-01-01

466

Customer Discrimination and Affirmative Action  

Microsoft Academic Search

This paper shows that, under constant returns to scale and free entry, customer discrimination, unlike employer or employee discrimination, can cause long-run wage differentials. The general equilibrium impact of affirmative action policies on wages, productivity, and unemployment is contrasted under these types of discrimination. The empirical literature on affirmative action is surveyed in light of these models and some support

LAWRENCE M. KAHN

1991-01-01

467

Distribution customer power quality experience  

Microsoft Academic Search

A proactive approach to determining power quality by monitoring voltage disturbances and harmonic levels dictated by a power quality survey program is discussed. The authors present and discuss in detail some of the key objectives of the power quality program. A methodology for quantifying power quality as experienced by customers in a graphical form is presented. Several detailed case studies

Brent M. Hughes; John S. Chan; D. O. Koval

1991-01-01

468

Distribution customer power quality experience  

Microsoft Academic Search

There has been a significant increase in the number of disturbance-producing loads and sensitive loads being utilized, resulting in increased customer complaints being directed at utilities. BC Hydro is taking a proactive approach in determining its own power quality by monitoring voltage disturbances and harmonic levels dictated by a power quality survey program. The authors present and discuss in detail

Brent M. Hughes; John S. Chan; D. O. Koval

1993-01-01

469

The Evaluation of Customized Training.  

ERIC Educational Resources Information Center

Provides a conceptual framework for categorizing variables and elements used in evaluating customized training programs and for the maintenance of records demonstrating the accountability of the programs. Suggests a model based on variables associated with the educational context, processes used to fill client needs, and outcomes of the program.…

Jacobs, James; Bragg, Debra

1994-01-01

470

Customized News in Your Mailbox.  

ERIC Educational Resources Information Center

Customized Internet services deliver news and selected research via e-mail, fax, Web browser, or their own software. Some are clipping services while others are full-fledged online newspapers. Most charge a monthly subscription fee, but a few are free to registered users. Provides the addresses, cost, scope, and evaluation of eight services. (PEN)

Rudich, Joe

1996-01-01

471

Structural relationships between work environment and service quality perceptions as a function of customer contact intensity: implications for human service strategy.  

PubMed

This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthcare) and low-contact (benefits claim processing) human service contexts. However, there existed significant differences across service delivery settings in the salience of customer orientation and the congruence between employee and customer perceptions of service quality, depending on the intensity of customer contact. In both contexts, managerial attention to high-performance work systems and customer-orientation has the potential to favorably impact perceptions of service quality, amplify consumer satisfaction, and enhance operational efficiency. PMID:19803115

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

2009-01-01

472

The Relationship between Counselor Job Satisfaction and Consumer Satisfaction in Vocational Rehabilitation  

ERIC Educational Resources Information Center

This study investigated the relationship between the job satisfaction of counselors employed by a state vocational rehabilitation (VR) agency and the satisfaction of their consumers with both the counselor and the overall VR experience. Multiple regression was used to determine whether facets of job satisfaction were related to consumers'…

Capella, M. E.; Andrew, J. D.

2004-01-01

473

Relationship of nurses’ assessment of organizational culture, job satisfaction, and patient satisfaction with nursing care  

Microsoft Academic Search

This exploratory study investigated the relationship among staff nurses’ assessment of organizational culture, job satisfaction, inpatient satisfaction with information about home care and follow-up, and general inpatient satisfaction with nursing care. A conceptual path model was tested using a secondary data analysis research design. Staff nurses and inpatients were sampled from inpatient units. The unit of analysis was patient care

Huey-Ming Tzeng; Shaké Ketefian; Richard W. Redman

2002-01-01

474

When do firms use different types of customer accounting?  

Microsoft Academic Search

Customer accounting focuses on the financial measurement of customers. This article develops a framework to explain a company's choice of customer accounting technique based on its customer resource interfaces. Four different customer relationships each with its own customer accounting techniques have been identified and are reported here. Transactional customer relationships with low technical and organizational interfaces are associated with customer

Johnny Lind; Torkel Strömsten

2006-01-01

475

42 CFR 423.156 - Consumer satisfaction surveys.  

Code of Federal Regulations, 2010 CFR

...2010-10-01 false Consumer satisfaction surveys. 423...Requirements § 423.156 Consumer satisfaction surveys. Part...approved Medicare Consumer Assessment of Healthcare...the Medicare CAHPS satisfaction survey of...

2010-10-01

476

Customer Satisfaction Survey of Pacific Northwest National Laboratory's Technical Assistance Partners -- FY 2011  

SciTech Connect

The businesses that have utilized PNNL's Technology Assistance Program were sent a survey to solicit feedback about the program and to determine what, if any, outcomes resulted from the assistance provided. As part of its small business outreach, Pacific Northwest National Laboratory (PNNL) offers technology assistance to businesses with fewer than 500 employees throughout the nation and to businesses of any size in the 2 counties that contain the Hanford site. Upon request, up to 40 staff-hours of a researcher's time can be provided to address technology issues at no charge to the requesting firm. During FY 2011, PNNL completed assistance for 54 firms. Topics of the technology assistance covered a broad range, including environment, energy, industrial processes, medical, materials, computers and software, and sensors. In FY 2011, PNNL's Technology Assistance Program (TAP) was funded by PNNL Overheads. Over the past 16 years, the Technology Assistance Program has received total funding of nearly $2.8 million from several federal and private sources.

Conger, Robin L.; Spanner, Gary E.

2011-11-02

477

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

E-print Network

% 6.2.3 Increase % Solid Waste Recycled (Baseline 2008) 5% (29.4%) 6.2.4 Achieve 60% of STARS credits 50% Conserve Natural Resources 6.3.1 Energy Usage by 2015 30% 12% 6.3.2 Water Usage by 2010 20% 26 projects by 15% Tech. Plan by 2015 100% 90

Howitt, Ivan

478

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

E-print Network

.2.2 C&D Recycling Capital Projects 50% 85% 6.2.3 Increase % Solid Waste Recycled (Baseline 2007) 5% (25.3.1 Energy Usage by 2015 30% 6.3.2 Water Usage by 2010 20% or 43 Gal/GSF Improve HUB Participation 6.5.1 12% Tech. Plan by 2015 100% 85.9% Master

Howitt, Ivan

479

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

E-print Network

% 68% 85.4% 6.2.2 C&D Recycling Capital Projects 50% 38% 6.2.3 Increase % Solid Waste Recycled.3.1 Energy Usage by 2015 -30% 25% 6.3.2 Water Usage by 2010 -20% 48% Improve HUB Participation 6.5.1 12% HUB repl projects by 15% Tech. Plan by 2015

Howitt, Ivan

480

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

E-print Network

&D Recycling Informal Projects 50% 42% 6.2.2 C&D Recycling Capital Projects 50% ? 6.2.3 Increase % Solid Waste Resources 6.3.1 Energy Usage by 2015 30% 6.3.2 Water Usage by 2010? 20% or 43 Gal/GSF n/a Improve HUB% Tech. Plan by 2015 100% 70.42% Master

Howitt, Ivan

481

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

E-print Network

% Solid Waste Recycled (Baseline 2008) 5% (29.4%) no slide 6.2.4 Achieve 60% of STARS credits 50% 30% Conserve Natural Resources 6.3.1 Energy Usage by 2015 -30% 6.3.2 Water Usage by 2010 -20% Improve HUB by 15% Tech. Plan by 2015 100% 70% Annual

Howitt, Ivan

482

A Study of Customer Satisfaction with Products and Services Offered by the Bernhard Center  

Microsoft Academic Search

The purpose of this report was to conduct research for the Bernhard Center. The objective was to determine student and faculty\\/staff perceptions of the Bernhard Center. It also served to facilitate possible suggestions for ways to renovate or replace existing areas with facilities that better serve the population of Western Michigan University. The Bernhard Center is a popular place on

Heidi L. Haskins; Dana Hasselback; Kimberly Heffel; Dean Seales; Amanda Wartchow

1999-01-01

483

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

E-print Network

will wait in line at dept. stores 6 minutes, specialty clothing stores 5 minutes, and 3 minutes at convenience stores before leaving w/o buying anything. IBM can help with the IBM SurePOS 500, the ultimate enables hardware encryption to protect locally stored data. No other point of sale solution can match

484

Modeling Customer Satisfaction: A Comparative Performance Evaluation of Covariance Structure Analysis Versus Partial Least Squares  

Microsoft Academic Search

\\u000a Partial least squares (PLS) estimates of structural equation model path coefficients are believed to produce more accurate\\u000a estimates than those obtained with covariance structure analysis (CVA) using maximum likelihood estimation (MLE) when one\\u000a or more of the MLE assumptions are not met. However, there exists no empirical support for this belief or for the specific\\u000a conditions under which it will

John Hulland; Michael J. Ryan; Robert K. Rayner

485

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

Code of Federal Regulations, 2011 CFR

...campaigns, consumer advisories, and other communications. 579.5 Section 579.5 Transportation...CONTINUED) REPORTING OF INFORMATION AND COMMUNICATIONS ABOUT POTENTIAL DEFECTS General...campaigns, consumer advisories, and other communications. (a) Each manufacturer...

2011-10-01

486

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

Code of Federal Regulations, 2010 CFR

...campaigns, consumer advisories, and other communications. 579.5 Section 579.5 Transportation...CONTINUED) REPORTING OF INFORMATION AND COMMUNICATIONS ABOUT POTENTIAL DEFECTS General...campaigns, consumer advisories, and other communications. (a) Each manufacturer...

2010-10-01

487

TQM impact on quality conformance and customer satisfaction: A causal model  

Microsoft Academic Search

Total quality management (TQM) has had considerable success in terms of its implementation in companies. It has also been the subject of many studies in recent years. It seems, however, that there are some shortcomings in the research on this subject and in particular the lack of an adequate theoretical formulation suitable for empirical research. This study proposes and elaborates

Cipriano Forza; Roberto Filippini

1998-01-01

488

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

Code of Federal Regulations, 2012 CFR

...campaigns, consumer advisories, and other communications. 579.5 Section 579.5 Transportation...CONTINUED) REPORTING OF INFORMATION AND COMMUNICATIONS ABOUT POTENTIAL DEFECTS General...campaigns, consumer advisories, and other communications. (a) Each manufacturer...

2012-10-01

489

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

Code of Federal Regulations, 2013 CFR

...campaigns, consumer advisories, and other communications. 579.5 Section 579.5 Transportation...CONTINUED) REPORTING OF INFORMATION AND COMMUNICATIONS ABOUT POTENTIAL DEFECTS General...campaigns, consumer advisories, and other communications. (a) Each manufacturer...

2013-10-01

490

The Challenge of Including Customer Satisfaction Into the Assessment Criteria of Overseas Service-Learning Projects  

Microsoft Academic Search

There has been a dramatic increase of student groups participating in international service learning projects. For engineering students it is not difficult to identify meaningful educational objectives. The students improve their analytical and problem solving skills. They design and build something that fulfils a list of engineering specifications; they execute a solution to some problem. However, these projects have a

Camille George; Ashley Shams

491

Beef Customer Satisfaction: Cooking Method and Degree of Doneness Effects on the Top Round Steak1  

Microsoft Academic Search

The objective of this research was to evaluate the consumer-controlled factors of cooking method and degree of doneness on Top Choice, Low Choice, High Select, and Low Select top round steaks. The in-home product test was conducted in Chicago, Houston, Philadelphia, and San Francisco. Consumers (n = 2,212) evaluated each top round steak for overall like (OLIKE), tenderness (TEND), juiciness

T. R. Neely; C. L. Lorenzen; R. K. Miller; J. D. Tatum; J. W. Wise; J. F. Taylor; M. J. Buyck; J. O. Reagan; J. W. Savell

2010-01-01

492

Beef customer satisfaction: factors affecting consumer evaluations of clod, top round, and top sirloin steaks  

E-print Network

sensory traits (Overall Like, Tenderness, Juiciness, Flavor Like, and Flavor Amount) were evaluated on a ten-point scale. Consumer cooking methods and degree of doneness also were used in analyses. One steak from each cut was used for Warner...

Goodson, Kyla Judene

2012-06-07

493

Using alternative segmentation techniques to examine residential customer`s energy needs, wants, and preferences  

SciTech Connect

The primary objective of this study was to examine residential customers` attitudes toward energy usage, conservation, and efficiency, and to examine the implications of these attitudes for how the utility should design and communicate about programs and services in these areas. This study combined focus groups and customer surveys, and utilized several customer segmentation schemes -- grouping customers by geodemographics, as well as customers` energy and environmental values, beliefs, and opinions -- to distinguish different segments of customers.

Hollander, C.; Kidwell, S. [Union Electric Co., St. Louis, MO (United States); Banks, J.; Taylor, E. [Cambridge Reports/Research International, MA (United States)

1994-11-01

494

NURSING STAFF TEAMWORK AND JOB SATISFACTION  

PubMed Central

Aim The aim of this study was to explore the influence of unit characteristics, staff characteristics and teamwork on job satisfaction with current position and occupation. Background Teamwork has been associated with a higher level of job satisfaction but few studies have focused on the acute care inpatient hospital nursing team. Methods This was a cross sectional study with a sample of 3,675 nursing staff from five hospitals and 80 patient care units. Participants completed the Nursing Teamwork Survey. Results Participants’ levels of job satisfaction with current position and satisfaction with occupation were both higher when they rated their teamwork higher (p < 0.001) and perceived their staffing as adequate more often (p < 0.001). Type of unit influenced both satisfaction variables (p < 0.05). Additionally, education, gender and job title influenced satisfaction with occupation (p < 0.05) but not with current position. Conclusions Results of this study demonstrate that within nursing teams on acute care patient units, a higher level of teamwork and perceptions of adequate staffing leads to greater job satisfaction with current position and occupation. Implications for Nursing Management Findings suggest that efforts to improve teamwork and ensure adequate staffing in acute care settings would have a major impact on staff satisfaction. PMID:21073567

Kalisch, Beatrice J.; Lee, Hyunhwa; Rochman, Monica

2010-01-01

495

University Student Satisfaction: Implications for Departmental Planning  

Microsoft Academic Search

The purposes of this study were: (a) to investigate factors that might influence students' satisfaction with their majors\\/departments; (b) to examine attitudinal differences among groups of undergraduate students majoring in four home eco nomics areas; and (c) to derive implications for departmental planning based on students' expectations of and current satisfaction with their majors\\/departments. Data (N = 718) were collected

George A. Morgan; Soyeon Shim

1990-01-01

496

Happy Days: "SLJ's" Job Satisfaction Survey  

ERIC Educational Resources Information Center

"School Library Journal's" ("SLJ's") Job Satisfaction Survey, conducted online in spring 2008, asked school and public librarians about their salaries, pay raises, and opportunities for advancement; level of job satisfaction; major causes of dissatisfaction; on-the-job challenges; and how well they were prepared for their positions, among other…

Kenney, Brian

2009-01-01

497

Urbanism and Life Satisfaction among the Aged.  

ERIC Educational Resources Information Center

Examined the impact of urbanism on the causal mechanisms by which life satisfaction is determined using a causal model that incorporates urbanism as a polytomous variable. Urbanism was found to have indirect main effects as well as interaction effects on life satisfaction. (Author/JAC)

Liang, Jersey; Warfel, Becky L.

1983-01-01

498

Evaluating Group Satisfaction as a Situational Variable.  

ERIC Educational Resources Information Center

A study of group member satisfaction investigated which communication behaviors satisfy and dissatisfy people in their group experiences, and whether satisfaction and dissatisfaction are bi-polar opposites or are two crucially different variables. The baseline data generated in this project, which included the participation of 20 upper-grade…

Keyton, Joann

499

Factors Influencing Job Satisfaction among Army Chaplains.  

National Technical Information Service (NTIS)

This research on job satisfaction among US Army chaplains is based on a mail survey response of 998 chaplains out of 1411 in the Army chaplaincy. Factors which influence job satisfaction were explored by means of a three-fold model: (1) How chaplains see ...

K. D. Johnson

1976-01-01

500

Measuring Job Satisfaction: Reliability of Subscale Analysis.  

ERIC Educational Resources Information Center

The Job Satisfaction Survey (JSS) (P. Spector, 1985 and 1992) is a 36-item survey instrument designed to measure 9 aspects of job satisfaction, including: (1) pay; (2) promotion; (3) supervision; (4) benefits; (5) contingent rewards; (6) operating procedures; (7) co-workers; (8) nature of work; and (9) communication. In addition to measuring the…

Bergstrom, Betty A.; Lunz, Mary E.