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1

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

2

Personality traits as moderators of the relationship between customer satisfaction and loyalty  

Microsoft Academic Search

This study investigates the moderating role of personality traits on the relationship between customer satisfaction and loyalty. Survey data were collected from shoppers of two supermarkets in Beijing, China. The results show that consumers' characteristic of extraversion is positively related to the level of accrued loyalty, while consumer's characteristic of neuroticism attenuates the association between customer satisfaction and loyalty. Implications

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

2010-01-01

3

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

Microsoft Academic Search

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

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

2011-01-01

4

The effects of service quality and customer satisfaction on customer loyalty in steel company services  

Microsoft Academic Search

Steel industry is an important enterprise in Taiwan. Owing to the keen competition, how to maintaining old customers becomes a crucial issue which the industrials need to confront with. Many research works in service industry found a relationship between profit attainments and the concepts of service quality, customer satisfaction and customer loyalty. However, there was seldom studies conduct to steel

K. H. Liao; Y. C. Li

2011-01-01

5

The impacts of brand trust, customer satisfaction, and brand loyalty on word-of-mouth  

Microsoft Academic Search

The study mainly investigates the relationships among brand trust, customer satisfaction, brand loyalty, and word-of-mouth. Nowadays, the automotive industry is facing the competitive environment. Whether the industry can enhance brand trust, increase customer satisfaction, and then improve brand loyalty and word-of-mouth, which is the key issue of this study. Toyota was selected as the object of this study. 375 questionnaires

S. H. Liao; Y. C. ChungZ; Y. R. Hung; R. Widowati

2010-01-01

6

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

ERIC Educational Resources Information Center

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

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

2010-01-01

7

Customer Loyalty and Customer Relationship Management  

NASA Astrophysics Data System (ADS)

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

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

8

Customer Relationship Management, Exit-Voice-Loyalty, and Satisfaction: The Case of Public Schools  

Microsoft Academic Search

A conceptual model of customer relationship management (CRM) is developed in the context of public schools. Correlates of parent satisfaction were examined as variables in a CRM model within the framework of exit, voice, and loyalty of A. O. Hirschman (1970). The CRM model is composed of parent satisfaction, parent empowerment, parent involvement, school service quality, school ethical climate, school

Azam Bejou

2012-01-01

9

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

PubMed

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

Medler-Liraz, Hana; Yagil, Dana

2013-01-01

10

Customer satisfaction and its consequences on customer behaviour revisited : The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty  

Microsoft Academic Search

Explores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three behavioural variables (word-of-mouth, feedback to the supplier, and loyalty) were examined. The results point to the fact that differences in the form do exist. Moreover, the results show that differences exist between the

Magnus Söderlund

1998-01-01

11

Customer Loyalty and Customer Relationship Management  

Microsoft Academic Search

\\u000a The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship.\\u000a Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction\\u000a causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer\\u000a relationship management.

Pengwei Zhang; Min Li; Xiaojing Jiao; Ruijin Zhou

2011-01-01

12

What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty  

Microsoft Academic Search

This study examines how loyalty influences the relationship between customer satisfaction (CS) and repurchase intention (RPI). Consider- ing the effect of time, the study introduces adjusted expectations, which are expectations updated after consumption experience. The present study investigates the role of adjusted expectations in the CS-RPI link. With structural-equation analysis, the proposed model was tested in the family-restaurant setting. The

Youjae Yi; Suna La

2004-01-01

13

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

14

???????????????? ??????????- ?????????????? A study of the relationships among brand image, perceived value, customer satisfaction and customer loyalty:An empirical case of outbound group package tour in travel agencies  

Microsoft Academic Search

Following the developing of technologic Internet and the intense competing of market in travel industry, the relationship between the travel agencies and customer have great changed in recent years. Travel industry must devote to maintain the customer relationship, crate nice brand image, achieve more customer perceived value, pay attention to customer satisfaction and then obtain customer loyalty that is the

Sheng-Wei Lin

15

Loyalty's influence on satisfaction in cross-cultural settings  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the influence of customer loyalty on the predictive relationship between the meets expectations and affective feeling state customer satisfaction constructs and customers' future (re)purchase behavior. Design\\/methodology\\/approach – New measures were developed for the attitudinal and behavioral aspects of customer loyalty, while extant measures were used for the satisfaction constructs and

S. Allen Broyles

2009-01-01

16

Employee and customer satisfaction in healthcare.  

PubMed

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

Jackson, Todd; Wood, Ben D

2010-01-01

17

Integrating Muslim Customer Perceived Value, Satisfaction, Loyalty and Retention in the Tourism Industry: An empirical study  

Microsoft Academic Search

In recent years, customer value has been the favorable theme for numerous tourism studies and reports. However, although Muslims make up one of the largest tourist markets in the world, perceived value of tourism offering oriented toward this market has not been clearly defined. Furthermore, there is a lack of systematic empirical evidence regarding the effects of Muslim Customer Perceived

Riyad Eid

2013-01-01

18

Gaining competitive advantage through customer satisfaction  

Microsoft Academic Search

Wolfgang Müller believes that customer satisfaction is the key to future corporate success in European markets. The evidence is the changing nature of competition (decreasing brand loyalties and buyer focus on price versus quality) and the increasing emphasis of companies on keeping customers happy. The author looks at current practice in Europe and suggests ways of implementing customer satisfaction policies.

Wolfgang Müller

1991-01-01

19

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

Microsoft Academic Search

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

Luc Honore Petnji Yaya; Frederic Marimon; Marti Casadesus

2011-01-01

20

Determinants of customer loyalty in the wireless telecommunications industry  

Microsoft Academic Search

This paper reports the results of research investigating the determinants of the propensity to switch wireless service providers. A model generated from the data rather than from a priori theory is presented, and it is found to uphold the strong relationship between customer satisfaction and customer loyalty exhibited in prior studies. In sharp contrast to the prevailing industry practice of

Abdolreza Eshghi; Dominique Haughton; Heikki Topi

2007-01-01

21

The Impact of Mobile Amusement Information on Use Behavior, Satisfaction, and Loyalty  

Microsoft Academic Search

The relationship between satisfaction and loyalty has been well explored in services marketing or customer relationship management. In this study, the authors studied the relationship of 7 types of service variables under “amusement” factor. Amusement is one of the three factors extracted from 21 mobile information services. Among many different frameworks of satisfaction-loyalty, we used the framework of “past use

Fumiyo N. Kondo; Jiro Hirata; Shahriar Akter

2010-01-01

22

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

23

CUSTOMER LOYALTY - THE MAJOR GOAL OF CUSTOMER RELATIONSHIP MANAGEMENT  

Microsoft Academic Search

This paper presents the importance of customer relationship management (CRM) and customer loyalty for any organization that whishes to be successful and competitive in the market. A new emphasis in marketing and CRM is more and more widespread - creating customer relationships.In a competitive environment, the organizations have to focus their efforts towards continuous meeting both current and potential needs

Daniela Popescu

2010-01-01

24

IFRIC 13: accounting for “customer loyalty programmes”  

Microsoft Academic Search

Purpose – The purpose of this paper is to present the views and challenges from a range of accounting professionals, regulators and preparers with the introduction of a standardised approach to accounting for customer loyalty programmes (CLPs). It aims to highlight the ambiguities of the classification of commercial transactions, particularly the nature and timing of revenue recognition. Design\\/methodology\\/approach – Comment

Sandra Chapple; Lee Moerman; Kathy Rudkin

2010-01-01

25

Dynamic duopoly with slowly changing customer loyalties  

Microsoft Academic Search

A dynamic model of duopoly is considered in which a fixed fraction of the customer population changes loyalties in each period from the current high-price setter to the current low-price setter. The model is a stochastic game, and it is shown to have a Markov perfect equilibrium with distinctive economic features. Effects of changes in the duopolists' discount factors and

Yongmin Chen; Robert W. Rosenthal

1996-01-01

26

Relationship quality as a predictor of B2B customer loyalty  

Microsoft Academic Search

This study aims to provide a picture of how relationship quality can influence customer loyalty in the business-to-business (B2B) context. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality. We believe that these dimensions of relationship quality can reasonably explain the influence of overall relationship quality on customer loyalty. In

Papassapa Rauyruen; Kenneth E. Miller

2007-01-01

27

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

ERIC Educational Resources Information Center

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

Brown, Robert M.; Mazzarol, Timothy William

2009-01-01

28

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

Microsoft Academic Search

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

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

2010-01-01

29

Predicting Credit Card Customer Loyalty Using Artificial Neural Networks  

Microsoft Academic Search

Customer loyalty is one of the key factors in customer retention and segmentation. However, quantitative research in this area based on non-subjective data has been rare in the literature. This paper shows how back propagation neural networks can be used to predict the loyalty level of credit card customers based on transaction records. In the meantime, a set of decision

Tao Zhang; Bo Yuan; Wenhuang Liu

30

A research on customer satisfaction with household appliances industry service  

Microsoft Academic Search

With the rapid development of China's economy, the service industry in China plays an important role in the domestic economy. Competition among enterprises is gradually transformed into the competition on quality of services. Customers are the final recipients of products or services, but also an important resource for the development of enterprises, customer satisfaction and customer loyalty are the fundamentals

Qian Yu; Yin Bai; Xiao-lin Shan

2011-01-01

31

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

32

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

33

The influence of loyalty programme membership on customer purchase behaviour  

Microsoft Academic Search

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

Lars Meyer-Waarden

2008-01-01

34

Relationship selling and customer loyalty: an empirical investigation  

Microsoft Academic Search

Examines how customersloyalty is influenced by their relationship with the firm at two distinct levels: the specific relationship customers have with their salesperson; and the overall relationship customers have with the firm. The findings highlight the importance of strong customer-salesperson relationships in the development of customers’ overall evaluations of the supplier firm. Furthermore, both types of relationship were found

Brian D. Foster; John W. Cadogan

2000-01-01

35

Customer Choice: A Preemptive Strategy to Buffer the Effects of Service Failure and Improve Customer Loyalty  

Microsoft Academic Search

This study examined the impact on customer loyalty of giving customers an informed choice. The main objective was to find that if giving customers a choice in determining their service experience, and by providing relevant information about the choices, customer loyalty was maintained or improved following a service failure. The study examined the interactive effects of the foreseeability of the

David Cranage; Harish Sujan

2004-01-01

36

Ubiquitous Customer Loyalty Services: Technology and Market Outlook.  

National Technical Information Service (NTIS)

An information search was performed on analytical, context-aware and ubiquitous customer services in loyalty programmes, with a dimension of entertainment and games. The results are summarized individually for enabling technologies research and developmen...

M. Tallgren O. Pihlajamaa J. Toronen

2007-01-01

37

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

38

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

39

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

40

Bases of e-store loyalty: Perceived switching barriers and satisfaction  

Microsoft Academic Search

Loyalty, its antecedents, and its consequences have been considered extensively. Store loyalty, in particular e-store loyalty, has not, however, received the same level of attention despite the increase in the number of organisations that sell directly over the Internet. This paper focuses on two antecedents of e-store loyalty, perceived switching barriers and satisfaction, and the way in which they interact.

George Balabanis; Nina Reynolds; Antonis Simintiras

2006-01-01

41

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

42

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

43

Further investigation of the outcomes of loyalty to supervisor : Job satisfaction and intention to stay  

Microsoft Academic Search

This study investigates the relationship between loyalty to supervisor and two employee outcome variables, i.e. job satisfaction and intent to stay. The proposed hypotheses were tested with a sample of 333 employees in the People’s Republic of China. The results indicate that loyalty to supervisor is positively related to job satisfaction and intent to stay. Loyalty to supervisor explained variance

Zhenxiong Chen

2001-01-01

44

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

45

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

PubMed Central

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

2012-01-01

46

The Effects of Mobile Customer Relationship Management on Customer Loyalty: Brand Image Does Matter  

Microsoft Academic Search

With the expansive growth of mobile commerce come opportunities for business and mobile service providers. To distinguish its service from another's and build a loyal customer base, a mobile service provider must look beyond technology and appeal to their customers' individuality through CRM. A study to examine the relationships of CRM practices and mobile services with customer loyalty, and the

Ja-Shen Chen; Russell K. H. Ching

2007-01-01

47

Measuring internal customer satisfaction  

Microsoft Academic Search

Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams. When compared, the expected (self) ratings of the members of internal intact work teams were more

G. Ronald Gilbert

2000-01-01

48

eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty  

Microsoft Academic Search

This paper investigates the effects of a specific form of electronic word-of-mouth (eWOM) communication, customer-to-customer know-how exchange, on customer perceptions of value and customer loyalty intentions. In addition, the paper explores the antecedents of customer-to-customer know-how exchange overlooked in prior research: motivation, opportunity, and ability. The survey results from 616 participants of an online forum suggest that customer know-how exchange

Thomas W. Gruen; Talai Osmonbekov; Andrew J. Czaplewski

2006-01-01

49

Supplier-customer relationship management and customer loyalty : The banking industry perspective  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design\\/methodology\\/approach – Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept

Nelson Oly Ndubisi; Chan Kok Wah; Gibson C. Ndubisi

2007-01-01

50

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?  

Microsoft Academic Search

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and cus- tomer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM appli- cations is positively associated with improved customer knowledge and improved customer satisfaction. This arti- cle also shows that gains in customer knowledge are enhanced when

Sunil Mithas; M. S. Krishnan; Claes Fornell

2005-01-01

51

1999 Transit Customer Satisfaction Index.  

National Technical Information Service (NTIS)

The purpose of this memorandum is provide an overview of the results and analysis of the data collected in the 1999 Florida Transit Properties Customer Satisfaction Index project, as well as to briefly review the data sources and the weighting methodologi...

B. Thompson F. Cleland J. Ausman

2000-01-01

52

Customer Satisfaction with Training Programs.  

ERIC Educational Resources Information Center

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

Mulder, Martin

2001-01-01

53

WisDOT Customer Satisfaction Survey Results.  

National Technical Information Service (NTIS)

WisDOT implemented a customer satisfaction survey study across multiple service areas. The goal of the study was to measure and evaluate customer satisfaction and priorities through a comprehensive survey, and to help the department align its business dec...

T. Fulton W. T. Mickelson

2004-01-01

54

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2010 CFR

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

2010-10-01

55

48 CFR 11.203 - Customer satisfaction.  

Code of Federal Regulations, 2010 CFR

... 1 2009-10-01 2009-10-01 false Customer satisfaction. 11.203 Section 11.203 Federal Acquisition...Maintaining Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall...

2009-10-01

56

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

Microsoft Academic Search

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

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

2007-01-01

57

An Overview of Customer Satisfaction Models.  

ERIC Educational Resources Information Center

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

Hom, Willard

58

Idaho Transportation Department: 2011 Customer Satisfaction Survey.  

National Technical Information Service (NTIS)

In the spring and summer of 2011, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents to assess their perception of ITDs performance in several key areas of customer service. The areas of serv...

B. E. Foltz S. L. Kane

2011-01-01

59

The Financial Markets and Customer Satisfaction: Reexamining Possible Financial Market Mispricing of Customer Satisfaction  

Microsoft Academic Search

e investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this relationship and find that statistically significant evidence of

Robert Jacobson; Natalie Mizik

2009-01-01

60

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

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

2013-04-01

61

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2010 CFR

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

2011-07-01

62

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

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

2011-04-01

63

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

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

2010-04-01

64

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

...2009-01-01 2002-04-01 true Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2009-01-01

65

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2010 CFR

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

2013-07-01

66

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

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

2012-04-01

67

26 CFR 801.4 - Customer satisfaction measures.  

Code of Federal Regulations, 2010 CFR

...2009-04-01 2009-04-01 false Customer satisfaction measures. 801.4 Section 801...INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and accomplishments of...

2009-04-01

68

39 CFR 3055.90 - Reporting of customer satisfaction.  

Code of Federal Regulations, 2010 CFR

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

2012-07-01

69

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

70

2004 DTIC Customer Satisfaction Survey Report.  

National Technical Information Service (NTIS)

This report contains the findings of the 2004 Defense Technical Information Center (DTIC) Customer Satisfaction (CS) survey conducted in July 2004. The purpose of the survey was to help DTIC (1) gauge the level of satisfaction among its general users and ...

2004-01-01

71

NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP  

EPA Science Inventory

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

72

Comprehensive Family Services and Customer Satisfaction Outcomes  

ERIC Educational Resources Information Center

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

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

2006-01-01

73

Customer Satisfaction and the Services Marketing Mix  

Microsoft Academic Search

As the U.S. economy continues to shift from a manufacturing to a service orientation, it is important for marketers to understand the importance of reactively adapting to customers through the marketing concept. This manuscript deals with one aspect of that adaptive process: customer service satisfaction. The purpose of this paper is to develop a model (see Figure 1) that suggests

Rama Yelkur

2000-01-01

74

Interaction of service attributes on customer satisfaction  

Microsoft Academic Search

This paper has as objective to verify how service attributes, classified by Kano Model as must-be, one-dimensional or attractive, interact on customers' satisfaction. The research was carried out interviewing 119 customers of pizzeria restaurants. The Kano Model category of four attributes is confirmed in the first part. In the second part, a full factorial research explores the interaction among a

G. Tontini

2011-01-01

75

Reinventing information services to increase customer satisfaction.  

National Technical Information Service (NTIS)

In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather t...

J. E. Madison

1993-01-01

76

Is customer satisfaction a relevant metric for financial analysts?  

Microsoft Academic Search

This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts\\u000a following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces\\u000a earnings forecast errors. However, analysts respond to changes in customer satisfaction but not to the ACSI metric per se.\\u000a Furthermore, the effects of customer satisfaction

Paul-Valentin Ngobo; Jean-François Casta; Olivier Ramond

2012-01-01

77

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

78

Relationships among Tourist Profile, Satisfaction and Destination Loyalty: Examining Empirical Evidences in Antalya Region of Turkey  

Microsoft Academic Search

The present study aims to make a contribution to the body of knowledge in destination management and marketing by improving understanding of the relationships among tourist profile, satisfaction and loyalty. Drawing upon theoretical and empirical evidences in the relevant literature, three hypotheses were developed and tested. A survey of 10,393 foreign tourists visiting Antalya was carried out in the summer

Bahattin Ozdemir; Ak?n Aksu; Rüya Ehtiyar; Beykan Çizel; Rabia Bato Çizel; Ebru Tarcan ?çigen

2012-01-01

79

Reinventing information services to increase customer satisfaction  

SciTech Connect

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

Madison, J.E.

1993-12-01

80

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

Code of Federal Regulations, 2010 CFR

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

2012-10-01

81

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

Code of Federal Regulations, 2010 CFR

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

2009-10-01

82

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

Code of Federal Regulations, 2010 CFR

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

2010-10-01

83

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

84

A new "loyalty rewards" program in health care customer relationships.  

PubMed

"Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved. PMID:17590970

Macstravic, Scott

2006-01-01

85

The impact of customer-related strategies on shareholder value: evidence from Taiwan  

Microsoft Academic Search

Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and customer loyalty, and associated investment, might, therefore, be misguided, if they believe that the available empirical evidence supports a

Malcolm Smith; Chen Chang

2009-01-01

86

An examination of the effects of quality on customer loyalty: the automobile industry in Taiwan  

Microsoft Academic Search

One prominent difference between the automobile industry and service industries lies in the former's products being durable goods with a relatively long useful life. According to the data published by Taiwan's Ministry of Transportation and Communications, automobiles in Taiwan sustain an average useful life of around 10 years. The study focuses on examining the effect of quality on customer loyalty

Peng-Chan Chang; Chun-Ling Chuang; Wang-Ching Chuang; Wei-Ching Lin

2012-01-01

87

The moderating role of perceived risk in loyalty intentions: an investigation in a service context  

Microsoft Academic Search

Purpose – The objectives of this study are twofold: to investigate the impact of service encounter quality dimensions on perceived value, customer satisfaction, and loyalty, and to examine the moderating effect of perceived risk on the relationship of loyalty with perceived value and customer satisfaction in high contact services. Design\\/methodology\\/approach – A questionnaire survey was adopted. Data were collected from

Jackie Lai-Ming Tam

2012-01-01

88

A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres  

Microsoft Academic Search

This study supports a parsimonious range of key service quality dimensions that have a strong influence on customer loyalty at public aquatic centres using data from two major centres in Australia (n = 367 and 307). Confirmatory factor analysis (CFA) supported a model that included three process services quality dimensions and two benefits (outcomes) dimensions. Using structural equation modelling (SEM),

Gary Howat; Gary Crilley; Richard Mcgrath

2008-01-01

89

External equity, loyalty program membership, and service recovery  

Microsoft Academic Search

Purpose – The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to their “best” customers; but after service failures, will they accept firms' offering better compensation to loyalty program members? Design\\/methodology\\/approach – An experiment was conducted involving mobile telephone service failure

Olivier Morrisson; John W. Huppertz

2010-01-01

90

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

91

Handbook for Measuring Customer Satisfaction and Service Quality.  

National Technical Information Service (NTIS)

This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know...

1999-01-01

92

A Study on Job Satisfaction of Hotel Employees  

Microsoft Academic Search

Employee job satisfaction has directly affected on customer satisfaction and customer loyalty. The study examines the factors that has impacted on the job satisfaction, and examines the relationship between demographic characteristics of hotel employees and job satisfaction. The study findings show that there are four factors of job satisfaction; there is no significant difference between demographic variables of employees and

Zhen Liu; Jie Yang

2009-01-01

93

Customer Satisfaction in the Hotel Industry: Meaning and Measurement  

Microsoft Academic Search

Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. Field research conducted in the United States and Japan support these new approaches. Contributions from the literature provide a theoretical basis for the development of a customer satisfaction model. The variables of this model were converted into a

Jonathan D. Barsky

1992-01-01

94

Increasing Customer Satisfaction in Queuing Systems with Rapid Modelling  

Microsoft Academic Search

\\u000a Companies have to increase their customerssatisfaction to keep their competitiveness. In services, waiting has great impact\\u000a on service level and customer satisfaction. Consequently, in time-based competition, one of the main objectives of service\\u000a companies is to minimize customer waiting. Waiting can be defined in several ways; however, the ultimate management objective\\u000a should be the maximization of customer satisfaction.\\u000a \\u000a \\u000a The

Noémi Kalló; Tamás Koltai

95

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

Federal Register 2010, 2011, 2012, 2013

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

2010-09-21

96

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

Code of Federal Regulations, 2010 CFR

...2009-04-01 false Satisfaction of customer claims for standardized...Commitments § 300.400 Satisfaction of customer claims for standardized...delivered to or on behalf of customers in satisfaction of claims pursuant to...

2009-04-01

97

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

Federal Register 2010, 2011, 2012, 2013

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

2013-04-08

98

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

Federal Register 2010, 2011, 2012, 2013

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

2013-06-27

99

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

Federal Register 2010, 2011, 2012, 2013

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

2010-01-21

100

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

Federal Register 2010, 2011, 2012, 2013

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

2010-11-29

101

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

Federal Register 2010, 2011, 2012, 2013

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

2010-09-10

102

Mining Customer Loyalty Card Programs: The Improvement of Service Levels Enabled by Innovative Segmentation and Promotions Design  

Microsoft Academic Search

\\u000a A good relationship between companies and customers is a crucial factor of competitiveness. The improvement of service levels\\u000a has become a key issue to develop and maintain a loyal relationship with customers. This paper proposes a method for promotions\\u000a design for retailing companies, based on knowledge extraction from transactions records of customer loyalty cards, aiming\\u000a to improve service levels and

V. L. Miguéis; A. S. Camanho; João Falcão e Cunha

103

Customer loyalty to content-based Web sites: the case of an online health-care service  

Microsoft Academic Search

Past e-service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a content-based service, a healthcare Web site. Content-based service providers must build a loyal customer base in order to attract advertisers and sponsors. Lack of trust has been one of the most important reasons for consumers

Johanna Gummerus; Veronica Liljander; Minna Pura; Allard van Riel

2004-01-01

104

From supply to demand chain management: efficiency and customer satisfaction  

Microsoft Academic Search

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

Jussi Heikkilä

2002-01-01

105

Quality and customer satisfaction spillovers in the mobile telecoms industry  

Microsoft Academic Search

Customer needs are increasingly fulfilled by a seamless integration of products and services. Complexity grows for firms to understand customers since their perception of firm performance can be affected by either product manufacturers or service providers. Our study is attempting to identify possible spillover effects of quality and customer satisfaction between products and services. Potential moderators such as affective commitment

Y. Ding; K. H. Chai

2009-01-01

106

Achieving customer satisfaction in services firms via branding capability and customer empowerment  

Microsoft Academic Search

Purpose – The goal of this paper is to investigate how market sensing (market orientation) and customer linking capabilities (service branding and customer empowerment capabilities) enable firms to achieve superiority in customer satisfaction. Design\\/methodology\\/approach – To achieve this goal, a conceptual model was developed, specifying the mediating role of branding and customer empowerment capabilities in the relationship between market orientation

Aron OCass; Liem Viet Ngo

2011-01-01

107

Study on Customer Satisfaction with Facilities Management Services in Lithuania  

NASA Astrophysics Data System (ADS)

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

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

2012-12-01

108

Basic Features of Customer Satisfaction with Train Schedules  

NASA Astrophysics Data System (ADS)

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

Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano

109

National Highway Traffic Safety Administration: 1997 Customer Satisfaction Survey.  

National Technical Information Service (NTIS)

In 1995, the National Highway Safety Administration (NHTSA) conducted its first Customer Satisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, Schulman, Ronc...

J. Boyle K. Sharp

1998-01-01

110

AFMC Customer Satisfaction Study at the Air Logistics Centers.  

National Technical Information Service (NTIS)

The purpose of this research was to determine Air Force Materiel Command's (AFMCs) external customer issues and satisfaction levels as measured and compared by the Air Logistics Centers. Specifically, this project sought to answer how AFMC's Air Logistics...

K. D. Kendall

2008-01-01

111

Customer Satisfaction Index for the Mass Transit Industry.  

National Technical Information Service (NTIS)

This project developed and tested the application of a Customer Satisfaction Index (CSI) process in five selected cities in the U.S. (Akron, Chicago, Minneapolis, Philadelphia, and Portland), and proposed guidelines for its nationwide adoption. The result...

K. Coffel

1995-01-01

112

Transit Customer Satisfaction Index for Florida Transit Properties. Results and Analysis of Florida Transit Properties. Customer Satisfaction Index Project.  

National Technical Information Service (NTIS)

The Center for Urban Transportation Research (CUTR) contracted with the Florida Department of Transportation (FDOT) to develop a Transit Customer Satisfaction Index (CSI) for fixed-route transit properties in the state. This index was intended to provide ...

D. Hinebaugh F. Cleland J. R. Rey

1997-01-01

113

Customer Value And Tourism Satisfaction: A Multidimensional Perspective  

Microsoft Academic Search

This paper reports on a research study into customer value and tourism satisfaction. It used a multidimensional framework to measure customer value in a tourism context including not only a functional dimension of value, but also the additional dimensions of social value, emotional value and epistemic (or novelty) value. It was expected that this broader conceptualization of value would provide

Paul Williams

2005-01-01

114

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

115

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

Federal Register 2010, 2011, 2012, 2013

...quality of goods and services available to American...E-Government Website Customer Satisfaction Surveys will be...agencies to determine customer satisfaction metrics with discrimination...improving their customer service in a targeted...

2011-07-25

116

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

Microsoft Academic Search

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

Peter Hackl; Dieter Scharitzer; Reinhard Zuba

1996-01-01

117

Running Head: Improving Pharmacy Customer Satisfaction.  

National Technical Information Service (NTIS)

The primary objective of this study was to determine in Reynolds Army Community Hospital (RACH) patients are experiencing dissatisfaction with their overall pharmacy experience, as indicated in the DoD Provider Level Patient Satisfaction Survey (PLPSS). A...

K. M. Davis

2006-01-01

118

Unemployment Insurance Customer Satisfaction: National Survey Results.  

National Technical Information Service (NTIS)

This report presents information from a national survey of individuals who filed claims for unemployment compensation in 1996 and 1997. The study examines their satisfaction with the Unemployment Insurance system's services, procedures and staff. Results ...

J. W. Frees S. S. Marcus

1999-01-01

119

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

Microsoft Academic Search

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

Alexander Serenko

2011-01-01

120

A comparison study of customer satisfaction between the UPS and FedEx: An empirical study among university customers  

Microsoft Academic Search

Purpose – The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx. Design\\/methodology\\/approach – The paper is contrast the overall customer satisfaction and five critical factors (availability, responsiveness, reliability, completeness, and professionalism of service) that directly affect customer satisfaction for these two parcel delivery companies. Written

Bingguang Li; Michael W. Riley; Binshan Lin; Ershi Qi

2006-01-01

121

Building brand webs : Customer relationship management through the Tesco Clubcard loyalty scheme  

Microsoft Academic Search

Purpose – This article undertakes a case study-based analysis of the Tesco Clubcard loyalty scheme that seeks to re-conceptualise the role of loyalty schemes by focusing on the role of loyalty schemes in branding and brand webs. Design\\/methodology\\/approach – The article takes a case study-based approach. Tesco Clubcard has been chosen as the case under study, because it is a

Jennifer Rowley

2005-01-01

122

Measuring Customer Satisfaction in Summer Courses  

ERIC Educational Resources Information Center

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

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

2005-01-01

123

SDDOT 2006 Statewide Customer Satisfaction Assessment.  

National Technical Information Service (NTIS)

This report summarizes perceptions of the South Dakota Department of Transportation's performance in delivering services to residents and key customer groups across South Dakota. It is the fifth in a series of surveys that tracks and monitors attitudes an...

C. Tatham

2007-01-01

124

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

ERIC Educational Resources Information Center

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

Chae, Ho-Chang

2009-01-01

125

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

PubMed

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

Liao, Hui

2007-03-01

126

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

ERIC Educational Resources Information Center

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

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

1999-01-01

127

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

128

Mystery Shopping: In-depth measurement of customer satisfaction  

Microsoft Academic Search

This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be shown. After the literature part of the paper some practical research will be presented. A Dutch

Martijn Hesselink; Ton van der Wiele

2003-01-01

129

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

Federal Register 2010, 2011, 2012, 2013

...of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical...Collection Title of Information Collection: Generic Customer Satisfaction Surveys Physical...necessary for the proper performance of the functions of the agency, including whether...

2013-11-20

130

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

Federal Register 2010, 2011, 2012, 2013

...Information Collection; Comment Request; Generic Clearance for Customer Satisfaction Research...Bureau is requesting an extension of the generic clearance to conduct customer satisfaction...necessary for the proper performance of the functions of the agency, including whether...

2010-07-06

131

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

Federal Register 2010, 2011, 2012, 2013

...Collection; Comment Request: Generic Customer Satisfaction Surveys...the proper performance of the functions of the agency, including whether...information: Title of Proposal: Generic--Customer Satisfaction Surveys...covered in the request for a generic clearance will provide...

2012-06-19

132

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

Federal Register 2010, 2011, 2012, 2013

...Information Collection; Comment Request; Generic Clearance for Customer Satisfaction Research...Bureau is requesting an extension of the generic clearance to conduct customer satisfaction...necessary for the proper performance of the functions of the agency, including whether...

2013-11-20

133

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

Federal Register 2010, 2011, 2012, 2013

...Information Collection to OMB Generic Customer Satisfaction Surveys...covered in the request for a generic clearance will provide HUD...the proper performance of the functions of the agency, including whether...information: Title of Proposed: Generic Customer Satisfaction...

2012-10-11

134

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

Federal Register 2010, 2011, 2012, 2013

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

2012-01-17

135

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

Federal Register 2010, 2011, 2012, 2013

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

2012-01-25

136

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

Federal Register 2010, 2011, 2012, 2013

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

2011-11-15

137

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

Federal Register 2010, 2011, 2012, 2013

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

2012-10-19

138

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

Federal Register 2010, 2011, 2012, 2013

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

2010-05-07

139

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

Federal Register 2010, 2011, 2012, 2013

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

2010-03-01

140

E-satisfaction: a re-examination  

Microsoft Academic Search

E-satisfaction as a construct has gained increasing importance in the marketing literature in recent times. The examination of consumer satisfaction in an online context follows the growing consensus that in Internet retailing, as in traditional retailing, consumer satisfaction is not only a critical performance outcome, but also a primary predictor of customer loyalty and thus, the Internet retailer's endurance and

Heiner Evanschitzky; Gopalkrishnan R. Iyer; Josef Hesse; Dieter Ahlert

2004-01-01

141

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

142

STRUCTURING AND ASSESSING TRANSIT MANAGEMENT RESPONSE TO CUSTOMER SATISFACTION SURVEYS  

Microsoft Academic Search

A random-digit-dial telephone Customer Satisfaction Survey of more than 2,400 Chicago Transit Authority (CTA) riders who had ridden CTA in the week before the survey was conducted in November 1997. A follow-up to a similar 1995 baseline survey, the survey revealed significant improvement in several key performance areas since 1995 for both bus and rail transit. Most of the improved

Mary Christopher; Darwin Stuart; Peter Foote

1999-01-01

143

From customer orientation to customer satisfaction: the gap between theory and practice  

Microsoft Academic Search

The classical quality management theory suggests that different quality improvement practices have a similar positive effect on overall operational efficiency, leading to customer satisfaction. Based on a study of 225 organizations in the electronics industry in Hong Kong, we find that individual quality improvement practice has a specific effect on operational performance, rather than equally improving the overall operational efficiency.

Andy C. L. Yeung; T. C. Edwin Cheng; Ling-Yau Chan

2004-01-01

144

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

145

Customer satisfaction assessment at the Pacific Northwest National Laboratory  

SciTech Connect

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

DN Anderson; ML Sours

2000-03-23

146

Customer Satisfaction Assessment at the Pacific Northwest National Laboratory  

SciTech Connect

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

Anderson, Dale N.; Sours, Mardell L.

2000-03-20

147

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

148

Empirical Study on Electric Power Customer Satisfaction Based on Kano Model  

Microsoft Academic Search

Kano customer satisfaction model is used to positively explore the customer satisfaction system of service. In this essay, Kano model is applied to a Tonghua (Jilin, China) electric power company. According to Kano model, the quality characteristics of electric power customer service are classified as 20 items. On the basis of investigative results, it is reported that the improvement countermeasure

Shuai Lin; Dongxiao Niu

2009-01-01

149

The Impact of CRM on the Customer Satisfaction in Agricultural Bank  

Microsoft Academic Search

Problem statement: There is much research on this subject, but none o f them is about the use of customer relationship management for boostin g the bank customer satisfaction. While we have not any study about customer satisfaction in A gricultural Bank especially in Qom providence. Approach: The research method was applied one and from viewpoint of the process, was

Mohammad Ali Sarlak; Rasool Sanavi Fard

150

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

Microsoft Academic Search

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

Yohanes Kristianto; Mian M. Ajmal; Maqsood Sandhu

2012-01-01

151

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

PubMed

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

Chang, Ching Sheng; Chang, Hae Ching

2010-08-01

152

Customer Satisfaction Differences in a Health Plan's Lines of Business: Predictors of Satisfaction Using the National Committee for Quality Assurance (NCQA). Annual Member Survey.  

National Technical Information Service (NTIS)

While other service industries have been measuring and leveraging customer satisfaction for years, managed care organizations (MCOs) are relatively new participants in using customer satisfaction measures for other than traditional quality assurance progr...

S. A. Kelly

1996-01-01

153

Evaluation of customer satisfaction in R&D organization: a conceptual framework  

Microsoft Academic Search

Purpose – The paper aims to develop an evaluation model of the customer satisfaction index (CSI) in an R&D organization. A conceptual framework on customer satisfaction with a probabilistic approach has been attempted based on customer requirements and expectations in compliance with the clauses of ISO 9001:2008. Design\\/methodology\\/approach – A survey through a well-designed customer feedback data sheet has been

Tapas Sarkar; Asit Kr. Batabyal

2011-01-01

154

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

155

Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design  

Microsoft Academic Search

The aesthetic qualities of products are critical factors in achieving higher customer satisfaction. This study presents a robust design approach incorporating the Kano model to obtain the optimal combination of design form elements. This can effectively enhance customer satisfaction and aesthetic product qualities with multiple-criteria characteristics. The Kano model is used to better understand the relationship between performance criteria and

Chun-Chih Chen; Ming-Chuen Chuang

2008-01-01

156

Commercial bank customer satisfaction research based on Kano model and BP neural network  

Microsoft Academic Search

Customer satisfaction is very important to commercial bank's development. The BP neural network and Kano model are employed to study commercial bank's customer satisfaction. The results show that banking convenience and service level are the most important factors, while the safety and neatness environment of banking are must-be factors. The toilet, parking and lighting of banks are \\

Zhou Li; Li Ziyao

2012-01-01

157

CUSTOMER SATISFACTION IN ONLINE STOCK TRADING SERVICES: EXAMINING THE ANTECEDENTS AND CONSEQUENCE OF FLOW EXPERIENCE  

Microsoft Academic Search

While prior research has examined customer satisfaction in retailing and e-commerce settings, online trading services has received little research attention. To understand customer satisfaction better in this fast-growing service, we investigated the role of flow experience, a sensation that occurs with significant cognitive involvement in the online trading process. We focused on experience clues and flow construct and examined how

Don G. Wardell; Rohit Verma; Paul Jen-Hwa Hu

158

The impact of human resource capabilities on internal customer satisfaction and organisational effectiveness  

Microsoft Academic Search

This study examined the impact of human resource (HR) capabilities on internal customer satisfaction and organisational effectiveness. It drew on data from HR managers and line managers; a total of 238 valid matches was obtained. Structural equation modelling was employed to examine the proposed model. The results showed that some HR capabilities appear to be linked to internal customer satisfaction

Wan-Jing April Chang; Tung Chun Huang

2010-01-01

159

Using a multiple-attribute approach for measuring customer satisfaction with retail banking services in Kuwait  

Microsoft Academic Search

Purpose – The purpose of this paper is to attempt to identify the most salient attributes that influence customer satisfaction with retail banks in Kuwait and to determine the level of the overall satisfaction of the customers of these banks. Design\\/methodology\\/approach – A multiple-attribute approach proposed by Shin and Elliott in 2001 was employed. This approach was applied in the

Abdulkarim S. Al-Eisa; Abdulla M. Alhemoud

2009-01-01

160

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

161

Integrating the Kano Model into Designing Service Quality of Online-Shopping Web to Enhance Customer Satisfaction  

Microsoft Academic Search

The customer satisfaction is one of important factors for service performance of online shopping Web. The Kano model is used to better understand the relationship between performance criteria and customer satisfaction, and to resolve trade-off dilemma in multiple-criteria optimization by identifying the key criteria in customer satisfaction. This study presents an approach incorporating the Kano model to obtain the optimal

Yu Bingqing; Yu Junying

2009-01-01

162

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

ERIC Educational Resources Information Center

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

Brunson, Kendrick Wayne

2010-01-01

163

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

164

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

165

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

PubMed

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

Choi, Dongseong; Kim, Jinwoo

2004-02-01

166

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

167

A Study of Knowledge Extraction from Free Text Data in Customer Satisfaction Survey  

Microsoft Academic Search

\\u000a The progress of information technology has enabled companies to collect and process enormous amount of information. The direct\\u000a information from customers, such as complaints and requests, is one of the valuable information for companies to increase\\u000a the customer satisfaction and accordingly to retain the customers. Open-ended responses in questionnaire surveys contain important\\u000a signals and suggestive ideas from customers. However, companies

Yukari Iseyama; Satoru Takahashi; Kazuhiko Tsuda

2004-01-01

168

Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations.  

National Technical Information Service (NTIS)

This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring...

D. M. Hodgkiss M. F. Casipit

1994-01-01

169

Pennsylvania Quality Initiative; A Synthesis of Customer Satisfaction and Additional Research Needs.  

National Technical Information Service (NTIS)

Customer satisfaction is at the heart of the Pennsylvania Quality Initiative (PQI), which was created in 1994 to build a more effective partnership among all the stakeholders involved in the process of designing, building, operating, and maintaining Penns...

T. H. Poister

1999-01-01

170

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

Microsoft Academic Search

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

Martin Maccarthy; Martin Oneill; Paul Williams

2006-01-01

171

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

Microsoft Academic Search

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

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

2004-01-01

172

Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth  

Microsoft Academic Search

The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customer satisfaction in the university dining facilities and to examine the influence of customer satisfaction on return intention and word-of-mouth endorsement. A web survey questionnaire was distributed to 4659 students at a

Woo Gon Kim; Christy Yen Nee Ng; Yen-soon Kim

2009-01-01

173

Informal screencasting: results of a customer-satisfaction survey with a convenience sample  

Microsoft Academic Search

Purpose – The purpose of this paper is to define and describe informal screencasting (i.e. capturing your actions on a computer screen with the goal of showing others how to accomplish tasks on a website or in a given software environment). Customer-satisfaction survey results from 103 faculty, staff, and students are presented. Design\\/methodology\\/approach – An online survey revealing customer satisfaction

Jody Bailey

2012-01-01

174

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

175

Customer satisfaction with usage of banks distribution channels: an empirical investigation  

Microsoft Academic Search

Satisfaction with banking services is an area of growing interest to researchers and managers. This research examined the survey responses of 560 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to five banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial

Vimi Jham; Kaleem M. Khan

2008-01-01

176

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

ERIC Educational Resources Information Center

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

Hom, Willard C.

2002-01-01

177

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

Microsoft Academic Search

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

Evangelos Grigoroudis; Yannis Siskos

2004-01-01

178

The impact of customer relationship management through implementation of information systems  

Microsoft Academic Search

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

Edward C. S. Ku

2010-01-01

179

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

Microsoft Academic Search

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

Hardeep Chahal; Neetu Kumari

2011-01-01

180

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

181

A research model of health-care competition and customer satisfaction.  

PubMed

In all industries, competition among businesses has long been encouraged as a mechanism to increase value for customers. In other words, competition ensures the provision of better products and services to satisfy the needs of customers. Various perspectives of competition, the nature of service quality, health-care system costs and customer satisfaction in health care are examined. A model of the relationship among these variables is developed. The model depicts customer satisfaction as an outcome measure directly dependent on competition. Quality of care and health-care system costs, while also directly dependent on competition, are considered as determinants of customer satisfaction as well. The model is discussed in the light of propositions for empirical research. PMID:17958970

Asoh, Derek A; Rivers, Patrick A

2007-11-01

182

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

183

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

NASA Astrophysics Data System (ADS)

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

Cenglin, Yao

184

Linking the hierarchical service quality model to customer satisfaction and loyalty  

Microsoft Academic Search

Purpose – The purpose of this paper is to reassess the properties of the hierarchical service quality model (HSQM) – a previously introduced service quality assessment tool. The HSQM views service quality as a three-tiered concept with interaction quality, outcome quality, and physical environment quality as initial sub-dimensions. The study aims to apply HSQM to two new service contexts and

Birgit Leisen Pollack

2009-01-01

185

Measuring Customer Satisfaction based on Neural Networks Partial Least Squares Approach  

Microsoft Academic Search

Customer satisfaction measurement is an important part of marketing research in industrial organizations since it is the key to formulating customer value strategies and to continuously improving implementation of these strategies. Traditional techniques for modeling the network such as partial least squares (PLS) lack the capability of fitting the nonlinear and asymmetric relationships. This article presents a new technique of

Yan Liu; Changfeng Zhou; Yingwu Chen

2006-01-01

186

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

187

Enabling sustainable management through a new multi-disciplinary concept of customer satisfaction  

Microsoft Academic Search

Purpose – Aims to illustrate the extent to which the concept of sustainable management can be grounded in a new appreciation of customer satisfaction, to set out the concept of sustainable management based on business ethical considerations on corporate social responsibility, and to distinguish it from similar concepts. Its rationale lies in the figure of the generalised customer. Design\\/methodology\\/approach –

Claus-Heinrich Daub; Rudolf Ergenzinger

2005-01-01

188

Achieving long-term customer satisfaction through organizational culture : Evidence from the health care sector  

Microsoft Academic Search

Purpose – Customer satisfaction is becoming increasingly important for organisational survival, let alone prosperity. In this context, this study seeks to examine the impact of cultural dimensions on the customer service orientation of employees and recognize potential variations between the perceptions of managerial and non-managerial employees regarding the aforementioned relationship. Design\\/methodology\\/approach – The study took place in 20 Greek public

Victoria Bellou

2007-01-01

189

Loyalty: A Strategic Commitment  

Microsoft Academic Search

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

John T. Bowen; Stowe Shoemaker

1998-01-01

190

Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction  

Microsoft Academic Search

Purpose – This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank-customer relationship, and on customer satisfaction in the Malaysian banking sector. Design\\/methodology\\/approach – A field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor-analysed to determine the key dimensions of RM. The resulting

Nelson Oly Ndubisi; Chan Kok Wah

2005-01-01

191

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction: A Model-Building Approach  

Microsoft Academic Search

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing

Su-Fang Lee; Wen-Jang Jih; Shyh-Rong Fang

2006-01-01

192

Lead for loyalty.  

PubMed

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

Reichheld, F F

2001-01-01

193

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction  

Microsoft Academic Search

Purpose – The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Design\\/methodology\\/approach – Following a literature review of complaint satisfaction and the role of customer contact employees in complaint encounters, an exploratory study using both the laddering interviewing technique and Kano

Thorsten Gruber; Alexander Reppel; Isabelle Szmigin; Roediger Voss

2008-01-01

194

Student Satisfaction and the Customer Focus in Higher Education  

ERIC Educational Resources Information Center

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

Mark, Eddie

2013-01-01

195

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

PubMed

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

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

2012-11-01

196

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

PubMed

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

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

2009-04-01

197

Impact of an Airline Merger on Customer Satisfaction  

Microsoft Academic Search

Given the radical changes in the airline industry where many airlines struggle to sustain their financial viability, consolidation appears to be one viable option for airlines. While airlines guarantee that consolidation will bring better customer service, the traveling public fears the effects of mergers that result from less competition. Using the AA\\/TWA merger, this article presents the results of an

Myong Jae Lee; Morgan W. Geddie

2006-01-01

198

Customers' perceptions of online retailing service quality and their satisfaction  

Microsoft Academic Search

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

Minjoon Jun; Zhilin Yang; DaeSoo Kim

2004-01-01

199

Investigating relationships between relationship quality, customer loyalty and cooperation : An empirical study of convenience stores' franchise chain systems  

Microsoft Academic Search

Purpose – Franchised convenience stores successfully operate throughout Taiwan, but the convenience store market is approaching saturation point. This study attempts to empirically examine some important elements (e.g. relationship quality, loyalty, and cooperation) that might promote a successful long-term franchising relationship between franchisors and franchisees of convenience stores in Taiwan. Design\\/methodology\\/approach – A total of 500 surveys were mailed to

John McDonnell; Amanda Beatson; Chih-Hsuan Huang

2011-01-01

200

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

Microsoft Academic Search

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

Hong Qin; Victor R. Prybutok

2009-01-01

201

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

202

The relative importance of service features in explaining customer satisfaction : A comparison of measurement models  

Microsoft Academic Search

Purpose – The purpose of this paper is to assess the relative importance of various service-quality dimensions in explaining customer satisfaction; and to examine whether this assessment is affected by the measurement instrument that is used. Design\\/methodology\\/approach – A new (“servicescape”) model for directly measuring the physical and the interactive features of a service is proposed and tested against the

Angelos Pantouvakis

2010-01-01

203

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

Microsoft Academic Search

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

Festus Olorunniwo; Maxwell K. Hsu

2006-01-01

204

Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model  

Microsoft Academic Search

Purpose – By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction. Design\\/methodology\\/approach – In this paper, the research framework and hypotheses are constructed through a literature review. Kano model is applied to classify the home delivery service elements into five quality attributes

Mu-Chen Chen; Kuo-Chien Chang; Chia-Lin Hsu; I-Ching Yang

2011-01-01

205

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

ERIC Educational Resources Information Center

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

Liu, Rosa; Allmang, Nancy

2008-01-01

206

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

Microsoft Academic Search

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

Richard J. Mills

207

A New Coffee Shop Location Planning for Customer Satisfaction in Taiwan  

Microsoft Academic Search

The purpose of this study is to select on optimal alternative for the planning of new coffee shop based on customer satisfaction. We used a modified Delphi method involving 5 experts and 10 coffee shop managers. We analyze the data using an Analytic Hierarchy Process (AHP) method to find the weighted values of each evaluation factors. We construct a decision

Wen-Hwa Ko; Chihwei P. Chiu

2006-01-01

208

Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India  

Microsoft Academic Search

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was

Anand Parkash Bansal; Vishnuprasad Nagadevara

2010-01-01

209

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

ERIC Educational Resources Information Center

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

Department of Defense Education Activity, 2009

2009-01-01

210

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

211

The Customer Service Experience.  

ERIC Educational Resources Information Center

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

Bell, Chip R.

2001-01-01

212

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

Microsoft Academic Search

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

Ruth N. Bolton

1998-01-01

213

Using QFD to Link ISO 9001 QMS and PZB Gap Model An Integrated Approach for Customer Satisfaction  

Microsoft Academic Search

Due to the intensive competition, the competence of an enterprise has focused on knowing customers and satisfying customers. Under the emerging paradigm, to establish an effective and efficient quality system becomes a main issue for enterprises. Upon its 4th revision in 2008, the ISO 9001:2000 Quality Management System (QMS) becomes much more clearly emphasizing on implementing customer satisfaction for both

Ren-Chieh Liao

2010-01-01

214

[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

215

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

216

Measuring service quality and customer satisfaction in online trading services on smart phones  

Microsoft Academic Search

This study focuses on smart phones' suitability as a mean for online trading, and on the impact of smart phone services on customers' satisfaction. Key resources for smart phone trading services are classified in three categories: service contents, wireless network services and features of smart phones. For each category, critical­ service-related factors were identified. Using SERVQlJAL and WebQual models, we

Ju Yeong Lee; Woo Hyun Kim; Chae Rhee Kim

2011-01-01

217

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

218

Customization of electronic medical record templates to improve end-user satisfaction.  

PubMed

Since 2004, increasing importance has been placed on the adoption of electronic medical records by healthcare providers for documentation of patient care. Recent federal regulations have shifted the focus from adoption alone to meaningful use of an electronic medical record system. As proposed by the Technology Acceptance Model, the behavioral intention to use technology is determined by the person's attitude toward usage. The purpose of this quality improvement project was to devise and implement customized templates into an existent electronic medical record system in a single clinic and measure the satisfaction of the clinic providers with the system before and after implementation. Provider satisfaction with the electronic medical record system was evaluated prior to and following template implementation using the current version 7.0 of the Questionnaire for User Interaction Satisfaction tool. Provider comments and improvement in the Questionnaire for User Interaction Satisfaction levels of rankings following template implementation indicated a positive perspective by the providers in regard to the templates and customization of the system. PMID:23321480

Gardner, Carrie Lee; Pearce, Patricia F

2013-03-01

219

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.

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

2008-01-01

220

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.

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

2013-01-01

221

Elite tae kwon do athletes' satisfaction with custom-made mouthguards.  

PubMed

Mouthguards are considered by most authors to be an essential part of equipment for athletes participating in contact sports. However, there are few studies evaluating the satisfaction of the elite athlete with mouthguards. The purpose of this study was to evaluate the satisfaction of elite tae kwon do athletes with custom-made mouthguards in a period of 4 months. The subjects were 22 elite athletes (11 boys and 11 girls) aged between 15 and 17 years. Each athlete was provided with an individual mouthguard made of ethyl vinyl acetate (EVA) material. Using Visual Analog Scale (VAS) questionnaire, esthetic appearance, ability to talk and to breathe, kiyapping (yelling in tae kwon do), oral dryness, nausea, stability, ease in fitting into the mouth, inclination to chew and overall satisfaction were evaluated. Respective values of boys and girls were also compared. One-way anova and paired sampled t-tests were performed for statistical analyses using spss 11.0 windows program. There was no significant difference in the level of satisfaction between the first week and fourth month values. Results also showed that the level of satisfaction did not change statistically between male and female athletes. PMID:16872388

Ero?lu, Erdal; Diljin, Keçeci Ay?e; Lütfi, Baydar Metin

2006-08-01

222

A multi-attribute model of web site interactivity and customer satisfaction : An application of the Kano model  

Microsoft Academic Search

Purpose – The purpose of this paper is to address the following questions in the context of a transactional web site. How do web site attributes influence customer satisfaction? Will an increase in the performance of a specific attribute lead to increased satisfaction? Design\\/methodology\\/approach – Since interactivity is considered a distinguishing characteristic of the new media and a web site

Miao Zhao; Ruby Roy Dholakia

2009-01-01

223

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

224

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

Microsoft Academic Search

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

Kurt Matzler; Hans H. Hinterhuber

1998-01-01

225

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

Microsoft Academic Search

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

Muslim Amin; Zaidi Isa

2008-01-01

226

The Effects of Service Quality and Relationship Benefits on Relationship Commitment and Customer Loyalty in Membership Fitness Club  

Microsoft Academic Search

Relationship marketing is not a new phenomenon, but is now one of the most important topics in marketing academia and the business community. For marketing practitioners, greater benefits may arise by perceiving relationship marketing as an underlying philosophy of caring for customers. In the Academy, many scholars have suggested a new marketing paradigm based on relationship marketing. The rationale behind

Sang Hyun Oh; Hwa Suk Lee; Su Jin Kim

2011-01-01

227

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

Microsoft Academic Search

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

Ja-Shen Chen; Russell K. H. Ching

228

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

229

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

230

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

Microsoft Academic Search

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

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

2009-01-01

231

Health worker (internal customer) satisfaction and motivation in the public sector in Ghana.  

PubMed

This paper describes factors affecting health worker motivation and satisfaction in the public sector in Ghana. The data are from a survey of public sector health care providers carried out in January 2002 and repeated in August 2003 using an interviewer administered structured questionnaire. It is part of a continuous quality improvement (CQI) effort in the health sector in the Greater Accra region of Ghana. Workplace obstacles identified that caused dissatisfaction and de-motivated staff in order of the most frequently mentioned were low salaries such that obtaining basic necessities of daily living becomes a problem; lack of essential equipment, tools and supplies to work with; delayed promotions; difficulties and inconveniences with transportation to work; staff shortages; housing, additional duty allowances and in-service (continuous) training. Others included children's education, vehicles to work with such as ambulances and pickups, staff transfer procedures, staff pre-service education inadequate for job requirements, and the effect of the job on family and other social factors. There were some differences in the percentages of staff selecting a given workplace obstacle between the purely rural districts, the highly urbanized Accra metropolis and the districts that were a mixture of urbanized and rural. It is unlikely that the Ghana Health Service can provide high quality of care to its end users (external customers) if workplace obstacles that de-motivate staff (internal customers) and negatively influence their performance are not properly recognized and addressed as a complex of inter-related problems producing a common result--dissatisfied poorly motivated staff and resulting poor quality services. PMID:15688876

Agyepong, Irene Akua; Anafi, Patricia; Asiamah, Ebenezer; Ansah, Evelyn K; Ashon, Daniel A; Narh-Dometey, Christiana

2004-01-01

232

[Customer satisfaction analysis in women attending an organized mammographic screening. Pilot study at Trento].  

PubMed

Present paper reports on the results of a pilot customer satisfaction study carried out on 1.720 consecutive women (18.7 with spontaneous access) attended senology department (Trento and Borgo) in the context of a organized mammography screening programme, started in October 2000. Data were collected by a questionnarie filled by the women after mammography. 4.3% of the invited women reported the receiving the letter late, 0.9% considered it inaccurate, 7.2% had some problems for getting a new date for test, 1.8% of the whole sample reported some problems for external access and 2.2% for internal access to health facilities; 1.9% perceived waiting room as not friendly. The welcoming by the personnel is judged quite well, only 0.6% complained about it. Trento centre, is more efficient than Borgo. In 21.7% of the cases the mammography has been performed within next 30 minutes of the fixed time and in 7.9% besides that. 36.8% of the whole sample perceived mammography as tiresome and 4.1% as painful. The percentage of women reporting mammography disconforting increase, in Trento sample, according the education level as previously reported. The data about perceived quality are satisfactory, on the whole. Anyway it would be opportune to contain the waiting time. PMID:16353680

Della Sala, W; Tognotti, F; Pellegrini, M; Bernardi, D; Gentilini, M; Piffer, S

2005-01-01

233

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

Federal Register 2010, 2011, 2012, 2013

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

2013-11-06

234

The ambiguities of loyalty.  

PubMed

Loyalty is a complex notion. Recognizing moments of loyalty in nursing can encourage pride in the profession and thereby assist in elevating nursing as a profession. If nurses can appreciate the complexities involved in loyalty, this knowing might assist them in understanding personal struggles with loyalty when they arise and may also help in the understandings-misunderstandings that can occur when a breach of loyalty is felt. In this column, this complexity is discussed. Loyalty as a part of living quality is also highlighted in that loyalty is always choosing value priorities in co-creating living quality. Furthermore, the principles of humanbecoming are used as a guide to teaching-learning as well as recognizing loyalty in the nursing profession. PMID:24085667

Condon, Barbara Backer

2013-10-01

235

The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels  

Microsoft Academic Search

Comparatively little attention has been paid to the role played by trust and perceived risk in determining satisfaction within the banking sector and in particular Automated Teller Machines (ATMs). Here, the key variables in determining satisfaction with ATMs are determined. Based on a literature review, a number of hypotheses have been developed. A linear regression model is used to predict

Antje Cockrill; Mark M. H. Goode; Andrea Beetles

2009-01-01

236

Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting  

Microsoft Academic Search

This paper aimed to investigate the applicability of the SERVQUAL model in predicting customer satisfaction and customer behavioral intentions in one of the segments of the sport tourism industry, named outdoors. Two hundred and eighty seven (N?=?287) individuals took part in the study. These individuals participated in an outdoor program that took place in the lake Plasteera, Greece, and included

Charilaos Kouthouris; Konstantinos Alexandris

2005-01-01

237

U.S. Patent and Trademark Office Customer Satisfaction Report, 1998.  

National Technical Information Service (NTIS)

Providing high quality services to our customers continues to be one of the top priorities of the Patent and Trademark Office. Each of our major business areas, which include Patents, Trademarks, and Information Dissemination, has established customer ser...

1999-01-01

238

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

Microsoft Academic Search

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

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

2003-01-01

239

Analysis of Marketing and Customer Satisfaction in Base Housing Communities of the Monterey Bay Area.  

National Technical Information Service (NTIS)

An analysis of the base housing organization Clark/Pinnacle revealed factors of satisfaction and dissatisfaction with the organization s current organizational and marketing strategies. Research was conducted through management interviews, a focus group t...

A. B. Hernandez

2011-01-01

240

Implementing patient satisfaction survey findings into a customer service action plan.  

PubMed

Patient satisfaction surveys have become popular gauges of practice efficiency and are among the markers used by third-party payers to measure health-care quality. Although surveys may yield valuable information for providers to improve their services, these results most often are assigned a low priority and not applied in actual practice. This article briefly outlines the basic features of a patient satisfaction survey and details specific steps that managers may follow to implement their findings. PMID:15523774

Luallin, Meryl D

2004-01-01

241

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

242

The Impact of e-Customer Relationship Marketing in Hotel Industry  

NASA Astrophysics Data System (ADS)

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

Samanta, Irene

243

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

PubMed

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

Rocco, Gaetano; Brunelli, Alessandro

2012-11-01

244

Customer Satisfaction: Communication Training and the Help-Desk Hot-Line.  

ERIC Educational Resources Information Center

A study examined the impact of a communication training program on the productivity ratings and end-user satisfaction ratings of User Support Professionals (USPs). Subjects, 30 USPs whose training level qualified them to respond to problem solving calls received by a large centralized Help-desk facility located in the southwestern part of the…

Shaw, Charla L. Markham

245

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

ERIC Educational Resources Information Center

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

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

2012-01-01

246

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

Microsoft Academic Search

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

Abdolhossein Neysi; Abolfazle Dadkhah; Imam Khomeini

2013-01-01

247

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

PubMed

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

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

2013-01-01

248

Patient care teams and customer satisfaction: the role of team cohesion  

Microsoft Academic Search

Patient care teams are emerging as health care organizations continue to face resource constraints and greater demands for patient satisfaction. Although health care management researchers and managers tout the benefits of teams, findings from empirical research are mixed regarding the use of patient care teams. To gain a better understanding of patient care teams, we examined the antecedents and consequences

Dawn R. Deeter-Schmelz; Karen Norman Kennedy

2003-01-01

249

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

PubMed

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

Lee, Mengshan; Tansel, Berrin

2013-10-15

250

An examination of blood center structure and hospital customer satisfaction: what can centralized and decentralized blood centers learn from each other?  

PubMed

The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This study examines the association between blood center centralization or decentralization and several aspects of hospital satisfaction. Centralized and decentralized blood centers have significant differences in various aspects of hospital customer satisfaction. Advantages and disadvantages of the two structures are discussed, as well as areas for future research. PMID:16513599

Carden, Robert; DelliFraine, Jami L

2005-01-01

251

Customer relationship management  

Microsoft Academic Search

After 17 years of economical and market development, Romanian companies face a new challenge: the tough competition from the European Union and the battle for the customers. The Romanian enterprises will have to learn not only how to attract customers, but also how to keep them. Marketing programs include now aspects regarding customer orientation, relationship management, loyalty and quality. In

Mihaela Cornelia Prejmerean; Alina Mihaela Dima

2006-01-01

252

A Study on the Improving Product Usability Applying the Kano's Model of Customer Satisfaction  

Microsoft Academic Search

User-Centeredness is the popular approach for achieving users’ satisfaction. Nevertheless, when considering profit optimization\\u000a under economy efficiency and the limit of development period, it is almost impossible to apply solutions to all the usability\\u000a problems reported during the test. Therefore, the strategic approach is required to maximize the perceived usability under\\u000a the limited circumstance. Physical User Interaction (PUI) is defined

Jeongyun Heo; Sanghyun Park; Chiwon Song

2007-01-01

253

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

Federal Register 2010, 2011, 2012, 2013

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

2013-01-16

254

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

255

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

ERIC Educational Resources Information Center

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

Picazo-Vela, Sergio

2010-01-01

256

Exploring paths between web adoption and firm performance: The mediating effect of customer satisfaction, corporate image, market expansion and internal efficiency  

Microsoft Academic Search

This paper examines the effect of the different levels of web adoption on firm performance. We propose and test a model integrating one direct path and four indirect paths between levels of web adoption and firm performance. These four indirect paths take into account customer satisfaction, corporate image, market expansion and internal efficiency as intermediate factors. Data were collected from

Jose M. Hurtado González; Sebastian Bruque Cámara; Jose L. Galan González

2009-01-01

257

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

258

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

NASA Astrophysics Data System (ADS)

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

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

2001-04-01

259

Implementation of RFID Technology for the Differentiation of Loyalty Programs  

Microsoft Academic Search

Customer orientation has been seen as a magic formula since 1980. Many companies invested a lot of money to change their IT systems in order to be more customer oriented, thus many different industries (retail, banking, airlines, insurance, hotels etc.) began with different CRM programs. Today nearly every company offers a different CRM or loyalty program. In the year of

A. Bayraktar; E. Yilmaz

2007-01-01

260

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

261

Model for selecting quality standards for a salad bar through identifying elements of customer satisfaction.  

PubMed

Continuous quality improvement is the new requirement of the Joint Commission on Accreditation of Healthcare Organizations. This means that meeting quality standards will not be enough. Dietitians will need to improve those standards and the way they are selected. Because quality is defined in terms of the customers, all quality improvement projects must start by defining what customers want. Using a salad bar as an example, this article presents and illustrates a technique developed in Japan to identify which elements in a product or service will satisfy or dissatisfy consumers. Using a model and a questionnaire format developed by Kano and coworkers, 273 students were surveyed to classify six quality elements of a salad bar. Four elements showed a dominant "must-be" characteristic: food freshness, labeling of the dressings, no spills in the food, and no spills on the salad bar. The two other elements (food easy to reach and food variety) showed a dominant one-dimensional characteristic. By better understanding consumer perceptions of quality elements, foodservice managers can select quality standards that focus on what really matters to their consumers. PMID:8227881

Ouellet, D; Norback, J P

1993-11-01

262

Loyalty and Today's Manager.  

ERIC Educational Resources Information Center

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

Hayes, James L.

1981-01-01

263

What accounts for students' loyalty? Some field study evidence  

Microsoft Academic Search

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 relationships between student satisfaction, students' perceptions of the reputation of an

Øyvind Helgesen; Erik Nesset

2007-01-01

264

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

PubMed

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

Decker, P J

1999-01-01

265

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

PubMed

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

Ahearne, Michael; Mathieu, John; Rapp, Adam

2005-09-01

266

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

267

The role of employee loyalty and formality in voicing discontent.  

PubMed

This study extends prior research on voice, loyalty, and postvoice outcomes by examining a variety of methods by which an employee may choose to voice a dispute. The authors argue that more loyal employees may prefer and use less formal methods to voice discontent and that the use of less formal voice methods relates to less job search activity and lower intent to quit. This study also investigated the interrelation between loyalty, voice method, and satisfaction with the attempt to resolve the dispute. Findings from a sample of university staff employees (N = 452) provide support for the hypotheses. PMID:12558222

Olson-Buchanan, Julie B; Boswell, Wendy R

2002-12-01

268

Employee Satisfaction: Does Kano's Model Apply?  

Microsoft Academic Search

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

Kurt Matzler; Matthias Fuchs; Astrid Schubert

2004-01-01

269

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

270

Does LibQUAL+TM account for student loyalty to a university college library?  

Microsoft Academic Search

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 comprehensive theoretical satisfaction-image-loyalty framework.

Øyvind Helgesen; Erik Nesset

2011-01-01

271

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

Federal Register 2010, 2011, 2012, 2013

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

2012-06-18

272

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

Federal Register 2010, 2011, 2012, 2013

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

2012-08-17

273

Links Among High-Performance Work Environment, Service Quality, and Customer Satisfaction: An Extension to the Healthcare Sector  

Microsoft Academic Search

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to excep- tional service quality, satisfied patients, and ultimately to loyal customers. Specif- ically, we investigate the chain of events through which high-performance work systems (HPWS) and customer

Dennis J. Scotti; Alfred E. Driscoll; Joel Harmon; Scott J. Behson

274

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

275

Building Brand Equity through Perfect Customer Relationship Management  

Microsoft Academic Search

Brands are important tools attracting customers to purchase. The purpose of this article is to address how to build brand equity through CRM and customer service. CRM creates value for customers and firms. CRM increases customers' brand awareness, brand association, brand loyalty. In addition, CRM implementation enhances a firm's efficiency and also provides better goods and services for customers. To

Defeng Yang

2010-01-01

276

Implementing mass customization  

Microsoft Academic Search

Total Customer Satisfaction today can mean embarking on “Mass Customization”: giving every customer a product tailored specifically to his or her needs. In the past, manufacturing was usually “high volume, low mix”, characterized by keeping costs down with economies of scale, or “low volume, high mix”, incurring costs and time for changeovers and special handling. Today's mass customization, however, can

Margaret A. Eastwood

1996-01-01

277

An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e-shopping  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word-of-mouth, site revisit, and purchase intentions in the context of internet shopping. Design\\/methodology\\/approach – To achieve this objective 240 online interviews were carried out (response rate 24 percent) from a randomly generated sample of 1,052 online shoppers

Spiros Gounaris; Sergios Dimitriadis; Vlasis Stathakopoulos

2010-01-01

278

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

279

Customer Service: Another Side of TQM.  

ERIC Educational Resources Information Center

Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

Sirkin, Arlene Farber

1993-01-01

280

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

Federal Register 2010, 2011, 2012, 2013

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

2012-07-16

281

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

Federal Register 2010, 2011, 2012, 2013

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

2011-02-14

282

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

Microsoft Academic Search

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

Hsi-peng Lu; Shu-ming Wang

2008-01-01

283

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

284

Using a Fuzzy Classification Query Language for Customer Relationship Management  

Microsoft Academic Search

A key challenge for companies is to manage customer relationships as an asset. To create an effective toolkit for the analysis of customer relationships, a combination of relational databases and fuzzy logic is proposed. The fuzzy Classification Query Language allows marketers to improve customer equity, launch loyalty programs, automate mass customization, and refine marketing campaigns.

Andreas Meier; Nicolas Werro; Martin Albrecht; Miltiadis Sarakinos

2005-01-01

285

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

286

Service customer commitment and response  

Microsoft Academic Search

Purpose – This paper aims to examine the role of three forms of customer commitment (normative, affective, and continuance) on a variety of loyalty-related customer responses. Design\\/methodology\\/approach – Data were collected from two distinct sampling frames, which yielded a combined metrically invariant sample of 348 consumers. A three-dimensional conceptualization of commitment is used to analyze impacts on one focal (i.e.

Tim Jones; Gavin L. Fox; Shirley F. Taylor; Leandre R. Fabrigar

2010-01-01

287

CUSTOMER RELATIONSHIP MANAGEMENT: ITS DIMENSIONS AND EFFECT ON CUSTOMER OUTCOMES  

Microsoft Academic Search

Despite the rapidly growing customer relationship management (CRM) literature, the dimensions of CRM and their effects on customer outcomes remain equivocal. In this research, we first identify the requisite activities for effective CRM implementation. We then investigate their effect on customer satisfaction, customer retention, and sales growth. Results indicate that managers need to think beyond the technological components of CRM

Frederick Hong-kit Yim; Rolph E. Anderson; Srinivasan Swaminathan

288

Conflicting Loyalties: A Literature Review.  

ERIC Educational Resources Information Center

Most counselors are employees of institutions and agencies rather than private practitioners. A dual, sometimes conflicting, allegiance to the employer and to the client has been an issue. Surveys the literature in an attempt to discover the nature of the direction available to counselors as they deal with conflicting loyalties. (Author)

McMillian, Marvin E.

1979-01-01

289

Antecedents and outcomes of union loyalty: a constructive replication and an extension.  

PubMed

Primary data obtained from unionized employees in Singapore were used to examine P. A. Bamberger, A. N. Kluger, and R. Suchard's (1999) integrative model of the antecedents and outcomes of union commitment. Structural equation modeling results revealed support for their integrative model. Specifically, the results revealed the influence of job satisfaction on union loyalty to be indirect through organizational commitment. However, the union-related antecedents (union socialization and union instrumentality) were both directly and indirectly related to union loyalty through pro-union attitudes. In addition, union loyalty was related to the individually and organizationally directed union citizenship behavior dimensions. Limitations of the study and implications of the findings are discussed. PMID:12184575

Tan, Hwee Hoon; Aryee, Samuel

2002-08-01

290

Mass customization and mass production  

Microsoft Academic Search

Total quality management resulting from total customer satisfaction today can mean giving every customer a product tailored specifically to his or her needs. In the past, manufacturing was usually characterized by keeping costs down with economies of scale. Mass customization can result in a challenging manufacturing environment typified by both high volume and an excellent product mix, where customers expect

Laetitia Radder; Lynette Louw

1999-01-01

291

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

ERIC Educational Resources Information Center

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

Nesset, Erik; Helgesen, Oyvind

2009-01-01

292

The butterfly effect: estimating “faux-new” customers  

Microsoft Academic Search

Purpose – This paper sets out to explore how the principles developed by Sir Ronald Aylmer Fisher, FRS (1890-1962), a gifted British evolutionary biologist, geneticist and statistician, can be applied in today's retail environment to estimate new customers becoming visible through your loyalty or database marketing program – customers whom we like to call “faux-new” customers. Here, we have used

Norbert Schumacher

2006-01-01

293

Satisfied customers: Profitable customer relationships: Pharmaceutical marketing: How pharmaceutical sales representatives can achieve economic success through relationship management with settled general practitioners—an empirical study  

Microsoft Academic Search

In the last few years, marketing research has been dominated by the theoretical investigation of the construct of 'customer satisfaction' by the development of adequate means of measurement and by the practical meaning of satisfaction indicators as predictors of future customer actions or as standards for the quality of a supplier-customer relationship. Moreover, links between customer satisfaction and profitable customer

Dieter Scharitzer; Harald C. Kollarits

2000-01-01

294

Customer service in equine veterinary medicine.  

PubMed

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

Blach, Edward L

2009-12-01

295

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

Federal Register 2010, 2011, 2012, 2013

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

2012-04-06

296

E-loyalty: its antecedents implications and differences between developed and developing countries  

Microsoft Academic Search

This paper outlines the reasons for and the proposed method to be used in an examination of the antecedents affecting eloyalty, since loyalty has been identified as being a critical aspect in online retailing (J. Kim, Jin, & Swinder, 2009; Park & Kim, 2003). The relationships between e-Service Quality, e-Service Value, e-Security, e-Satisfaction, e-Trust, and e- Commitment will also be

Ponirin Ponirin; Donald Scott; Tania Von Der Heidt

2010-01-01

297

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

Federal Register 2010, 2011, 2012, 2013

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

2011-01-13

298

An Evolving Information System Based on Data Mining Knowledge to Support Customer Relationship Management  

Microsoft Academic Search

It is becoming more vital than ever before for business to manage customer relationship and build customer loyalty. Information systems and data mining techniques have significant contributions in the customer relationship management process. In the dynamic business environment, information systems need to evolve to adapt to the change in requirements, which is driven by customer relationship management. An evolving information

Ming Ren; Zuoliang Chen; Chuanlan Liu; Guoqing Chen

2008-01-01

299

Development of Scaled Measures of User and Citizen Satisfaction with Mn/DOT Services.  

National Technical Information Service (NTIS)

This report provides senior management of Mn/DOT with an introduction to a number of issues and topics related to the broad subject of customer satisfaction. Topics covered include: defining the terms customer and customer satisfaction, estimating the cos...

R. A. Hansen

1996-01-01

300

Loyalty in managed care: a leadership system.  

PubMed

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

Kerns, C D

2000-01-01

301

CUSTOMER RELATIONSHIP MANAGEMENT IN THE SMALL BUSINESS SERVICE SECTOR: DEVELOPING A PROCESS TO ENHANCE THE CUSTOMER EXPERIENCE  

Microsoft Academic Search

The goal of this study is to provide a synopsis of innovative CRM concepts that can assist a small business develop a process to effectively communicate with its customer, such as an e- newsletter and CD-ROM direct mail campaign. A practitioner-oriented model is developed that depicts the CRM process of using multiple communication channels, building loyalty, and customer retention tactics

Peggy E. Chaudhry

302

An investigation into customer satisfaction levels in the budget accommodation sector in Scotland: a case study of backpacker tourists and the Scottish Youth Hostels Association  

Microsoft Academic Search

This research note reports a summary of the results of a survey carried out with the support of the Scottish Youth Hostel Association (SYHA). The focus of this research was to gain a better understanding of the requirements of budget accommodation users in Scotland, the characteristics associated with their accommodation choice and the levels of importance and satisfaction associated with

Robert Nash; Maree Thyne; Sylvie Davies

2006-01-01

303

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.

Impagliazzo, Cira; Zoccoli, Paola

2013-01-01

304

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

305

Staff Satisfaction with Administration as a Measure of Consumer Satisfaction.  

ERIC Educational Resources Information Center

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

Tanguma, Jesus; Luster, Jane Nell

306

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

Federal Register 2010, 2011, 2012, 2013

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

2012-05-02

307

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

NASA Astrophysics Data System (ADS)

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

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

2011-10-01

308

A project manager's level of satisfaction in construction logistics  

Microsoft Academic Search

Customer satisfaction and continuous improvement are the fundamental goals of construction logistics. While much research has been focusing on exploring the relationship between the contractors and the ultimate customers, known as the owner, to improve the understanding of the significance of customer satisfaction, the need to examine the relationship between material suppliers and contractors is highly in demand. The purpose

Hyounseung Jang; Jeffrey S. Russell; June Seong

2003-01-01

309

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.

310

IT alignment strategies for customer relationship management  

Microsoft Academic Search

Customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. A CRM strategy involves the entire enterprise and is employed on an ongoing basis. Despite the fact that CRM projects incur huge expenditures, a large percentage fails to achieve the stated objectives. Failure in CRM initiatives could be

Arun Sen; Atish P. Sinha

2011-01-01

311

Predicting Exit, Voice, Loyalty, and Neglect.  

ERIC Educational Resources Information Center

Reports the results of 2 longitudinal studies examining when dissatisfied employees will respond to their dissatisfaction with exit, voice, loyalty, or neglect. Rather than concentrating on one behavior, it is useful to examine a wider range of behaviors available to people who are unhappy in their work. Includes 32 references. (MLH)

Withey, Michael J.; Cooper, William H.

1989-01-01

312

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

313

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

314

Improving E-business Customer Relationship Management Systems with Multilevel Secure Data Models  

Microsoft Academic Search

Customer Relationship Management (CRM) leverages technology to coordinate business-customer interactions with the objective of building long-term loyalty. Multilevel Secure (MLS) data models were originally developed as database models for the management of information in environments with a strict hierarchy of security levels, such as military institutions and government security agencies. This paper demonstrates how an MLS model can be used

Nenad Jukic; Boris Jukic; Laurie Meamber; George S. Nezlek

2002-01-01

315

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

Code of Federal Regulations, 2010 CFR

...Separate consideration of information concerning moral character or loyalty. 61.14 Section...consideration of information concerning moral character or loyalty. No information...the Public Health Service concerning the moral character or loyalty of a fellow will...

2010-10-01

316

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

Code of Federal Regulations, 2010 CFR

...Separate consideration of information concerning moral character or loyalty. 61.14 Section...consideration of information concerning moral character or loyalty. No information...the Public Health Service concerning the moral character or loyalty of a fellow will...

2009-10-01

317

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

318

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

319

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

320

Measuring Driver Satisfaction with an Urban Arterial Before and After Deployment of an Adaptive Timing Signal System.  

National Technical Information Service (NTIS)

This report presents findings from a customer satisfaction study conducted in Cobb County, Georgia. The primary hypothesis of this study is that it is possible to develop customer satisfaction measures that are a reliable determinant of roadway quality. A...

J. Peters M. Petrella

2008-01-01

321

Patient Satisfaction  

PubMed Central

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

Prakash, Bhanu

2010-01-01

322

Guaranteeing patient satisfaction.  

PubMed

Dental practice is about people and service. As the competition for patients increases, the successful practices will be the ones that focus increasingly on communication, relationship building and customer service. Quality care will be demonstrated through focusing on the total clinical and psychological aspects of patient satisfaction--and not just on technical parameters. Any practice can convert to a high level patient relations office if the commitment is truly there. These will be the leading practices of tomorrow. PMID:9520766

Levin, R P

1994-04-01

323

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

PubMed

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

Lawrence, Daphne

2009-08-01

324

The priority factor model for customer relationship management system success  

Microsoft Academic Search

As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conceptual bases necessary to develop the success

Tae Hyup Roh; Cheol Kyung Ahn; Ingoo Han

2005-01-01

325

The new customer relationship management tool – product elimination?  

Microsoft Academic Search

The creation of long-term customer purchasing relationships depends upon continually aligning products to customer's needs, fulfilling their expectations, building\\/sustaining trust, and facilitating satisfaction. Product elimination can potentially destroy these. In financial services the ownership of the product remains shared between the customer and organisation. To fully eliminate a product requires that it is removed from customers, which may drive them

David Harness; Tina Harness

2004-01-01

326

Customer Requirement Analysis Based on an Analytical Kano Model  

Microsoft Academic Search

To facilitate effective analysis of customer requirements, the Kano model for customer satisfaction has been proposed to classify customer requirements based on survey data. However, traditional Kano is inadequate in quantitative evaluation and it lacks proper criteria for requirement classification. In this regard, this paper proposes an analytical Kano (A-Kano) model to address the key issues of customer requirement analysis.

Q. L. Xu; R. J. Jiao; X. Yang; M. G. Helander; H. M. Khalid; O. Anders

2007-01-01

327

A MATURITY MODEL FOR THE INTERNATIONALIZATION OF CUSTOMER CARE IN THE AUTOMOTIVE INDUSTRY  

Microsoft Academic Search

In the context of customer relationship management, customer care management takes the role of dealing with customer requests as well as complaints. Organizations have to ensure that service quality in customer care centers meets the customers' expectations to ensure customer satisfaction. The maturity model developed in this paper aims to support a global automotive manufacturer in his activities to identify

Bernhard Schindlholzer; Lukas Gysi; Michael Klaas; Walter Brenner

328

Exploring the mystery of service satisfaction  

Microsoft Academic Search

[Extract] Customer satisfaction surveys and other feedback systems provide data and information on a range of service elements, however, they are limited in the insights they can provide into the total service experience, in particular the influence of staff attitudes, attributes and behaviours on overall satisfaction. Feedback from surveys does of course offer clues to guide further investigation. Mystery shopping

Felicity McGregor

2005-01-01

329

Intense Loyalty in Organizations: A Case Study of College Athletics.  

ERIC Educational Resources Information Center

Using data gathered during a five-year participant-observation study of a major college basketball program, this paper examines the intense form of organizational loyalty associated with college athletics. Finds five essential ingredients for developing intense organizational loyalty: documentation, identification, commitment, integration, and…

Adler, Peter; Adler, Patricia A.

1988-01-01

330

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

331

An exploration of loyalty determinants in Greek wine varieties  

Microsoft Academic Search

Purpose – This paper aims to provide a deeper understanding of the market structure of Greek red and white wine varieties and to measure the loyalty behaviour of frequent wine buyers in Greece. Design\\/methodology\\/approach – The study measures brand performance and loyalty of four different Greek wine varieties. Based on stated preference data, basic brand performance measures are estimated through

Athanasios Krystallis; Polymeros Chrysochou

2010-01-01

332

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

Microsoft Academic Search

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

Andrew Beer; David Watson

2009-01-01

333

Is your brand's loyalty too much, too little, or just right?: Explaining deviations in loyalty from the Dirichlet norm  

Microsoft Academic Search

This paper formally investigates the factors that relate to the deviations of brand's actual loyalty levels from theoretical norms in packaged goods markets. An aggregate measure of brand loyalty, share of category requirements, commonly tracked by marketing managers is used for this analysis. The comparison is conducted against the estimated share of requirements provided by the well established Dirichlet model

C. B. Bhattacharya

1997-01-01

334

The development and empirical validation of the Employee Satisfaction Index model  

Microsoft Academic Search

‘People are the most important asset of any organisation’ is a highly over-used and under-believed statement. We spend an inordinate amount of time and energy focusing on customer experience, without giving thought to employee satisfaction. Yet employee satisfaction is paramount, because it will determine the success or failure of what the customer experiences. This study proposes an Employee Satisfaction Index

Sheng-Hsun Hsu; Yu-Che Wang

2008-01-01

335

Service behaviors that lead to satisfied customers  

Microsoft Academic Search

Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three

Kathryn Frazer Winsted

2000-01-01

336

Dual Loyalty in Prison Health Care  

PubMed Central

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

Stover, Heino; Wolff, Hans

2012-01-01

337

Bayesian networks of customer satisfaction survey data  

Microsoft Academic Search

A Bayesian network (BN) is a probabilistic graphical model that represents a set of variables and their probabilistic dependencies. Formally, BNs are directed acyclic graphs whose nodes represent variables, and whose arcs encode the conditional dependencies among the variables. Nodes can represent any kind of variable, be it a measured parameter, a latent variable, or a hypothesis. They are not

Silvia Salini; Ron S. Kenett

2009-01-01

338

WYDOT Statewide Customer Satisfaction Survey, 2004.  

National Technical Information Service (NTIS)

In the spring of 2004, the Survey Research Center of the University of Wyoming replicated a comprehensive survey first conducted two years earlier on behalf of the Wyoming Department of Transportation. The questionnaire covered highway construction and ma...

B. Grandjean S. Butler B. Anatchkova T. Furgeson T. Huckfeldt

2004-01-01

339

SD Motor Carrier Services Customer Satisfaction Assessment.  

National Technical Information Service (NTIS)

This report summarizes by truck operator segment and Motor Carrier Services enforcement zone perceptions of Motor Carrier Services performance in enforcing federal and South Dakota trucking regulations. It also assesses service areas relating to informati...

D. Bender J. Schamber

2003-01-01

340

Customer Satisfaction Survey Results: The Readers' Voice.  

National Technical Information Service (NTIS)

The mission of the U.S. Merit Systems Protection Board (MSPB or the Board) is to: Protect employees against management abuses; Ensure agencies make employment decisions based on merit; and ensure Federal merit systems are free from prohibited personnel pr...

2004-01-01

341

SDDOT 2004 Statewide Customer Satisfaction Assessment.  

National Technical Information Service (NTIS)

This report summarizes, by user segment and region, perceptions of the South Dakota Department of Transportation's performance in delivering services to citizens across South Dakota. It is the fourth in a series of surveys that tracks and monitors attitud...

C. Tatham

2004-01-01

342

Job Satisfaction.  

National Technical Information Service (NTIS)

Despite the amount of literature on job satisfaction and job performance over the last thirty years, both concepts are still vaguely defined. The dominant theory of job satisfaction until the mid 1960's was Herzberg's two factor theory. The strengths and ...

T. C. Ramsden

1979-01-01

343

Customer Dissatisfaction Index and its Improvement Costs  

NASA Astrophysics Data System (ADS)

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

Lvovs, Aleksandrs; Mutule, Anna

2010-01-01

344

EOSDIS Customer Support Challenges  

NASA Astrophysics Data System (ADS)

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

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

2006-05-01

345

Understanding customer needs through quantitative analysis of Kano's model  

Microsoft Academic Search

Purpose – The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model. Design\\/methodology\\/approach – A novel approach is developed to measure and quantify the relationships between customer satisfaction and the fulfillment of customer requirements (S-CR) as depicted in Kano's model. A case study concerning notebook computer design is conducted to illustrate

Ting Wang; Ping Ji

2010-01-01

346

HR customer service--FedEx.com or BUST!  

PubMed

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

Gerver, H M

2001-09-01

347

Subordinate Loyalty to Superior, Espirit, and Aspects of Bureaucratic Structure  

ERIC Educational Resources Information Center

Examines the relationship between two dimensions of organization--centralization and formalization--and two aspects of employee orientation--subordinate loyalty and esprit. Multiple regression analyses revealed that the relationships were somewhat more complicated than originally hypothesized. (Author)

Hoy, Wayne K.; And Others

1977-01-01

348

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

...to continue award on grounds relating to moral character or loyalty; hearing. 61...to continue award on grounds relating to moral character or loyalty; hearing...grounds for the questions pertaining to moral character or loyalty. Any such...

2010-10-01

349

Customer Management Skills for Effective Air Force Civil Engineering Customer Service.  

National Technical Information Service (NTIS)

This research measured the Air Force Civil Engineering customers' level of satisfaction with the service they receive from the Customer Service Units at non-TAC Air Force Bases. Twenty-three characteristics identified by the researcher from an extensive l...

D. S. Long

1986-01-01

350

Implementing customer relationship management in the hotel sector: does IT matter?  

Microsoft Academic Search

Travellers are becoming more price sensitive, less brand loyal and more sophisticated. To enhance guest loyalty, hotels must focus on developing Customer Relationship Management (CRM) strategies that aim to seek, gather, store and share guest information throughout the entire organisation for creating personalised, unique guests experiences. Although CRM in the hospitality industry has been defined by the myriad of Information

Marianna Sigala

2003-01-01

351

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

352

Design by Customers for Mass Customization Products  

Microsoft Academic Search

Producing what customers need with near mass production efficiency, or Mass Customization, has become a major trend in industry. Effective definition of customer requirements is a pre-requisite for realizing mass customization. We propose “Design by Customers” as an approach for companies to communicate to customers about what the company can offer, to find out customer needs, to assist customers in

Mitchell M. Tseng; Xuehong Du

1998-01-01

353

Job Satisfaction, Leisure Satisfaction, and Psychological Health.  

ERIC Educational Resources Information Center

Measures the job satisfaction, leisure satisfaction, and psychological health of 189 full-time employed men. Job satisfaction and leisure satisfaction were significant positive predictors of psychological health. Although job satisfaction was higher for white collar workers than for blue collar workers, the prediction of psychological health was…

Pearson, Quinn M.

1998-01-01

354

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

355

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

356

Limits and opportunities in mass customization for “build to order” SMEs  

Microsoft Academic Search

Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of the many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result, mass customization is on the agenda in many small and medium sized enterprises (SMEs) but the

Carsten Svensson; Ari Barfod

2002-01-01

357

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

Microsoft Academic Search

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

Mitja Pirc

358

Parents as Valued Customers: The Virginia Beach Parent Perception Survey.  

ERIC Educational Resources Information Center

In 1993, the teachers in Virginia Beach City (Virginia) Public Schools surveyed parents' views concerning classroom practices as part of a client satisfaction project. Intended to increase parent involvement, gauge customer satisfaction, and guarantee continuous improvement, the survey found that comments about teacher efforts were overwhelmingly…

Faucette, Sidney L.; And Others

1994-01-01

359

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

360

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.

361

Consumption Psychoanalysis and Customer Relationship Management Based on Association Rules Mining  

Microsoft Academic Search

Consumption psychoanalysis is very important for enterprises to improve production and develop economy. Customer satisfaction index is an important part of consumption psychology. Structural equation model is required to calculate customer satisfaction index, however, the current algorithms of structural equation model have some deficiencies which need to be improved. In this paper, we improve the algorithm of structural equation model,

Hengqing Tong; Xiaochuan Lu

2009-01-01

362

Managing Food Service Costs and Satisfying Customers.  

ERIC Educational Resources Information Center

Milwaukee Area Technical College, Wisconsin, has four campuses, each with its own food service operation that, combined, serve nearly 3,000 people daily. Several food service-related programs are part of the curriculum. Cost containment and customer satisfaction are the two overriding goals of the food service programs. (MLF)

Reuther, Anne; Otto, Ione

1987-01-01

363

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

364

Customer service and today's hospital security professional.  

PubMed

Customer service, benchmarking, and budget control have supplanted enforcement as the essential parts of hospital security operations, according to the author. In the article he emphasizes and illustrates the need for security satisfaction surveys and benchmarking to enable the budget process to go smoothly. PMID:15457921

Knox, Thomas J

2004-01-01

365

US Geological Survey customers speak out  

USGS Publications Warehouse

Provides results of a customer survey carried out in 1994 by the US Geological Survey. Uses of cartographic products are classified, as are application areas, accuracy satisfaction, media, Digital Line Graph requirements in update, and frequency of product use. USGS responses and plans for the future are noted. -M.Blakemore

Gillespie, S.; Snyder, G.

1995-01-01

366

Social Identity as Social Glue: The Origins of Group Loyalty  

Microsoft Academic Search

In 3 experiments, the authors investigated the role of social identity in fostering group loyalty, defined as staying when members can obtain better outcomes by leaving their group. In Experiment 1, high (vs. low) identifiers expressed a stronger desire to stay in the group in the presence of an attractive (vs. unattractive) exit option. Experiments 2 and 3 replicated this

Mark Van Vugt; Claire M. Hart

2004-01-01

367

Between Teaching and Administration: The Dual Loyalty of Aspiring Teachers.  

ERIC Educational Resources Information Center

This study examined orientations and attitudes of mid-career teachers faced with the decision of remaining in the classroom only or accepting additional administrative responsibilities and positions. Those who aspire to leadership positions must demonstrate both loyalty to the principal and collegiality with the teachers, thereby placing…

Chen, Michael

368

Making a connection: tasting rooms and brand loyalty  

Microsoft Academic Search

Purpose – There is growing research on the value of winery tasting rooms\\/cellar doors as an avenue for relationship building with consumers resulting in greater brand loyalty. This paper aims to examine the role of tasting rooms in this regard in an Australasian context. Design\\/methodology\\/approach – The research was exploratory, designed to explore a full range of visitors' experiences at

Joanna Fountain; Nicola Fish; Stephen Charters

2008-01-01

369

Cultural Awareness and Ethnic Loyalty among Mexican American College Students.  

ERIC Educational Resources Information Center

A sample of 364 Mexican-American college students were used to study the adequacy of Keefe and Padilla's model and measure of cultural change. Keefe and Padilla developed an empirical measure yielding two divergent factors, labeled as Cultural Awareness and Ethnic Loyalty. An additional factor, labeled Ethnic Social Orientation, referred to…

Arbona, Consuelo; And Others

370

Insights into customer motivations for switching to Internet banking  

Microsoft Academic Search

The main objective of this paper is to provide an insight into some factors which explain why customers in the retail banking sector might consider switching from traditional methods of conducting their banking activities to Internet banking, either partially or fully. In particular, the customers' satisfaction, or otherwise, with various elements of traditional banking offerings, along with various demographic factors,

James F. Devlin; Matthew Yeung

2003-01-01

371

The study of influencing factors of motorcycle customer repurchase intention  

Microsoft Academic Search

Influencing factors of Customer repurchase intention has become a research hotspot. In this paper,we have surveyed 297 motorcycle owners in 7 cities, and made a regression analysis of customer satisfaction, perceived value, switching costs and brand preference according to the result of investigation which affect repurchase in order to be able to make some meaningful suggestions to improve motorcycle industry

Zhang Xiufeng; Li Baoku

2011-01-01

372

Establishing a Companywide Customer Orientation through Persuasive Internal Marketing.  

ERIC Educational Resources Information Center

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

Reardon, Kathleen K.; Enis, Ben

1990-01-01

373

Mass Customization  

Microsoft Academic Search

„It is the customer who determines what a business is.“ Diese Aussage Druckers (1954, S. 37) ist heute aktueller denn je.\\u000a Immer mehr Anbieter erkennen, dass in vielen Märkten nur noch eine radikale Abkehr von Massenmarketing und -produktion zu\\u000a dauerhaften Wettbewerbsvorteilen führen kann. Schon in den 1970er Jahren sieht Daniel Bell in seiner berühmten Konzeption\\u000a der postindustriellen Gesellschaft als „fateful

Frank Thomas Piller

374

Mass customization origins: mass or custom manufacturing?  

Microsoft Academic Search

Mass customization presents a paradox to traditional manufacturing practices. Historically, companies chose to produce either customized, crafted products or mass-produced, standardized products. Thus, mass customization presents a paradox by combining customization and mass production, offering unique products in a mass-produced, low cost, high volume production environment. If mass customization is truly a combination of mass production and craft manufacturer, how

Rebecca Duray

2002-01-01

375

Antecedents of Destination Brand Loyalty for a Long-Haul Market: Australia's Destination Loyalty Among Chilean Travelers  

Microsoft Academic Search

Limited extant research examines Latin American consumers' perceptions of holiday destinations. This article measures destination brand equity for Australia as a long-haul destination in the emerging Chilean market. Specifically, it develops a model of consumer-based brand equity (CBBE) to explain attitudinal destination loyalty. The proposed model is tested using data from a sample of Chilean travelers. The findings suggest that

Constanza Bianchi; Steven Pike

2011-01-01

376

The linkage between employee and patient satisfaction in home healthcare.  

PubMed

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

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

2009-01-01

377

[Customer orientation in ambulant medicine].  

PubMed

Background: Due to developments of the health market, economic aspects of the health system are more relevant. In this upcoming market the patient is regarded as customer and the doctor as provider of medical services. Studies on customer orientation in the ambulant medicine lag behind this dynamic. An aim of the study is to comprehend the attitudes of the doctors referring to the customer orientation. In a second step the findings are discussed according to statements of health-care paticipants. Developments in role comprehension of doctor and patient are focused to gain results in scientific and practical applications. Method: Guideline-supported, partly narrative interviews with n=9 gynaecologists and n=11 general practitioners in Freiburg/Germany are recorded, transcribed and reviewed in a qualitative analysis. Results: The statements of the doctors show patient satisfaction has an incremental meaning sspecially regarding the sequence of patient relationship and economic management of the doctor's workplace. The doctor's role comprehension meets with a refusal of the role of salesman and the patient as customer. Discussion: The method of interviews is suitable to gather empirical impressions of the doctors. The control sample is adequate, however a bias due to inhomogeneous thematic affinitiy and local social-demographics might be possible. The customer orientation has become an important factor in doctor-patient relationtships. The relevance of the doctor-patient conversation and the risk of misuse of the patient confidence are mentioned by the doctors. The doctor as paternalistic care provider gives way to the customer-focused service provider. The doctor's necessity of autonomyssss and dependency on patient satisfaction have potential for conflict. Conclusion: Intensive mention of customer orientation in medicine in the media emphasises its importance. Rational handling with the possibilities of individual health markets is a prospective challange. Further research could be established in all aspects of customer orientation, especially the changing relevance of ethical responsibility. An enlargement or comparison with other control samples (n>20, other medical subfields, structurally weak areas) could be illuminating. The results of this qualitative study can be used to develop quantitative inquiries. PMID:24967662

Heinrich, M

2014-07-01

378

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

379

One-to-One Modeling and Simulation: A New Approach in Customer Relationship Management for Grocery Retail  

Microsoft Academic Search

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

Cem Baydar

2002-01-01

380

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

381

Social identity as social glue: the origins of group loyalty.  

PubMed

In 3 experiments, the authors investigated the role of social identity in fostering group loyalty, defined as staying when members can obtain better outcomes by leaving their group. In Experiment 1, high (vs. low) identifiers expressed a stronger desire to stay in the group in the presence of an attractive (vs. unattractive) exit option. Experiments 2 and 3 replicated this basic finding and tested several explanations. The results suggest that high identifiers' group loyalty is better explained by an extremely positive impression of their group membership (group perception) than by a justification of previous investments in the group (self-perception) or their adherence to a nonabandonment norm (norm perception). Hence, social identity seems to act as social glue. It provides stability in groups that would otherwise collapse. PMID:15053707

Van Vugt, Mark; Hart, Claire M

2004-04-01

382

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

ERIC Educational Resources Information Center

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

Tosti, Donald T.; Stotz, Rodger

2000-01-01

383

Mystery shopping: A tool to develop insight into customer service provision  

Microsoft Academic Search

Reaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence in customer experiences, as the only way to create competitive advantage in the market. Organisational change should

M. Hesselink; Iwaarden van J. D; Wiele van der A

2004-01-01

384

Mystery shopping: A tool to develop insight into customer service provision  

Microsoft Academic Search

Reaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence in customer experiences, as the only way to create competitive advantage in the market. Organizational change should

Ton Van der Wiele; Martin Hesselink; Jos Van Iwaarden

2005-01-01

385

The mediating role of relational benefit between service quality and customer loyalty in airline industry  

Microsoft Academic Search

Service quality, in essence, seeks to measure firm performance along transactional dimensions, whereas relational benefits measure the intangible aspects of relationships, over and above the core elements of the service. Thus, the interaction between the consumer and service provider is ongoing (relational) rather than one-off (transactional). The purpose of this study aims to identify the role of relational benefits between

Po-Tsang Chen; Hsin-Hui ‘Sunny’ Hu

2012-01-01

386

Stick with your group: Young children's attitudes about group loyalty.  

PubMed

For adults, loyalty to the group is highly valued, yet little is known about how children evaluate loyalty. We investigated children's attitudes about loyalty in a third-party context. In the first experiment, 4- and 5-year-olds watched a video of two groups competing. Two members of the losing group then spoke. The disloyal individual said she wanted to win and therefore would join the other group. The loyal individual said she also wanted to win but would stay with her group. Children were then asked five forced-choice questions about these two individuals' niceness, trustworthiness, morality, and deservingness of a reward. The 5-year-olds preferred the loyal person across all questions; results for the 4-year-olds were considerably weaker but in the same direction. The second experiment investigated the direction of the effect in 5-year-olds. In this experiment, children answered questions about either a loyal individual, a disloyal individual, or a neutral individual. Children rated both the loyal and neutral individuals more positively than the disloyal individual across a number of measures. Thus, whereas disloyal behavior is evaluated unfavorably by children, loyal behavior is the expected norm. These results suggest that, at least from 5years of age, children understand that belonging to a group entails certain commitments. This marks an important step in their own ability to negotiate belonging and become trustworthy and reliable members of their social groups. PMID:24842584

Misch, Antonia; Over, Harriet; Carpenter, Malinda

2014-10-01

387

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

388

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

389

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.

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

2013-01-01

390

AutoMOPS- B2B and B2C in mask making: Mask manufacturing performance and customer satisfaction improvement through better information flow management using generic models and standardized languages  

NASA Astrophysics Data System (ADS)

Semiconductor manufacturing has become a global business, in which companies of different size unite in virtual enterprises to meet new opportunities. Therefore Mask manufacturing is a key business, but mask ordering is a complex process and is always critical regarding design to market time, even though mask complexity and customer base are increasing using a wide variety of different mask order forms which are frequently faulty and very seldom complete. This is effectively blocking agile manufacturing and can tie wafer fabs to a single mask The goal of the project is elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and production stages, which will allow automation of the mask preparation. To cover these new techniques and their specifications as well as the common ones with automated tools a special generic Meta-model will be generated, based on the current standards for mask specifications, including the requirements from the involved partners (Alcatel Microelectronics, Altis, Compugraphics, Infineon, Nimble, Sigma-C), the project works out a pre-normative standard. The paper presents the current status of work. This work is partly funded by the Commission of the European Union under the Fifth Framework project IST-1999-10332 AutoMOPS.

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

2002-03-01

391

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

2010-10-01

392

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

Code of Federal Regulations, 2010 CFR

...2009-10-01 2009-10-01 false Moral character or loyalty; reference to Special...FELLOWSHIPS Regular Fellowships § 61.15 Moral character or loyalty; reference to Special...Committee; review and recommendation. (a) Moral character or loyalty; reference to...

2009-10-01

393

Talking about Customer Service.  

ERIC Educational Resources Information Center

Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

Talley, Mary; Axelroth, Joan

2001-01-01

394

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

395

Feelings of Loyalty among Members of Learning-in-Retirement Programs.  

ERIC Educational Resources Information Center

Most of the nine older adults in learning-in-retirement institutes at universities developed strong feelings of loyalty to their school. Loyalty derived from their perception of the value received from participating. Various actions higher education institutions can take to serve older adults were identified. (SK)

Martin, Deidre M.; Lyday, Jack

1997-01-01

396

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

397

Loyalty, Value Congruency,and Affective Organizational Commitment: An Empirical Study  

Microsoft Academic Search

This paper reports findings of a study designed to test a hypothesized relationship between generalized values of loyalty and duty; individual and organization value congruency; and organizational commitment offered by Yoash Wiener. He argued that, “a fullerexplanation of individual behavior in an organization requires a consideration of effect of generalized values of loyalty and duty.” These generalized values are considered

Isaiah O. Ugboro

1993-01-01

398

Marketing tactics and parents' loyalty: the mediating role of school image  

Microsoft Academic Search

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 are selected. A questionnaire is constructed, and data are collected

Chung-Kai Li; Chia-Hung Hung

2009-01-01

399

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

400

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

401

Predicting health plan member retention from satisfaction surveys: the moderating role of intention and complaint voicing.  

PubMed

Many health plans have tried to increase member retention by improving their scores on customer satisfaction surveys. However, prior research has demonstrated weak relationships between member satisfaction and retention, suggesting that other variables are needed to understand how satisfaction impacts member retention. In a longitudinal study 4,806 health plan members who completed satisfaction surveys were re-assessed three years later; we compared measures of satisfaction, intention, and complaining behavior from voluntary disenrollees and retained members. The relationship between satisfaction and retention was moderated by members' intentions to disenroll. The findings suggest that health plans can enhance the predictive validity of their satisfaction surveys by including measures of both satisfaction and intentions. PMID:19064478

Huppertz, John W

2008-01-01

402

INDOT Customer Service.  

National Technical Information Service (NTIS)

This study focuses on the flow of customer complaints to the INDOT central office and districts, their handling within the INDOT system and the customer experienced lead time. The processes were examined based on customer segments, complaint type, and dis...

A. Iyer A. Thompson J. Bohorquez J. Mikals K. Dandgaval M. Hoeck

2006-01-01

403

Technology acceptance and satisfaction with logistics services  

Microsoft Academic Search

Purpose – The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial customers. Design\\/methodology\\/approach – To test the proposed model, an online survey was prepared using WebSurveyor and an introductory e-mail

Carol C. Bienstock; Marla B. Royne

2010-01-01

404

Exploring satisfaction in business-to-business services: a path-analytic approach  

Microsoft Academic Search

In this article, we propose a path-analytic approach to model the relationships among overall satisfaction, satisfaction with\\u000a higher order performance domains and the lower order performance attributes for business-to-business services. The model is\\u000a estimated using data from the business customers of a large provider of electronics products and services. Our results show\\u000a that overall satisfaction in such contexts may be

Piyush Kumar; Mayukh Dass; Omer Topaloglu

2011-01-01

405

The service quality-satisfaction link revisited: exploring asymmetries and dynamics  

Microsoft Academic Search

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption\\u000a of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality\\u000a and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that\\u000a functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose

Tomas Falk; Maik Hammerschmidt; Jeroen J. L. Schepers

2010-01-01

406

Customer Interaction Patterns  

Microsoft Academic Search

With the increasing emphasis on business awareness, we are all asked to play a more active role in interfacing with customers, both internal as well as external. This new role poses a challenge for those of us who may need guidance to improve their effectiveness in customer interaction. Who is the customer of an IT professional? We say the customer

Linda Rising

407

Design for Mass Customization  

Microsoft Academic Search

Mass customization has recently received a significant amount of attention by the business community. However, the engineering approach to produce an increasing variety of customers' requirements without a corresponding increase in cost has not been well developed. In this paper, we propose a design approach to mass customization (DFMC) that is based on the belief that mass customization can be

Mitchell M. Tseng; Jianxin Jiao; M. Eugene Merchant

1996-01-01

408

The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants  

Microsoft Academic Search

Purpose – The primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of “justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study also explores whether the “recovery paradox” exists. Design\\/methodology\\/approach – Data were collected through a survey using

Ah-Keng Kau; Elizabeth Wan-Yiun Loh

2006-01-01

409

Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines  

Microsoft Academic Search

In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customer satisfaction are not applicable in these contexts. Three quality

LEX S. VAN VELSEN; M. F. Steehouder; MENNO D. T. DE JONG

2007-01-01

410

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

411

Business performance and customer relationship management: The effect of IT, organisational contingency and business process on Taiwanese manufacturers  

Microsoft Academic Search

With the rapidly growing development of electronic commerce, global competition and changing customer needs, traditional business operating strategies have totally changed. Companies have to reconsider and re-engineer their business processes for customer satisfaction, and the efficiency of production and services from the viewpoint of customer relationship management. In this research, the authors discuss the relationship of information technology (IT), organisational

Chao-Hsiung Lee; Shaio Yan Huang; F. Barry Barnes; Li Kao

2010-01-01

412

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

413

Customer Expectations of Internet Banking in South Africa  

Microsoft Academic Search

The Internet has fundamentally changed the banking industry in South Africa by giving people more immediate control over the management of their finances. This research investigated whether a gap exists between customer expectations of Internet Banking and the satisfaction of these expectations in the virtual environment by South African banking institutions. The research was operationalized by means of a survey

Simone Green; Jean-Paul Van Belle

414

Adapting customer service to consumer-directed health care.  

PubMed

A growing number of hospitals are implementing new tools that provide convenient, more detailed patient access to billing information. These tools are paying off for hospitals through reduced calls to their billing offices, decreased mailing costs, and increased payments, as well as higher rates of customer satisfaction. PMID:16977994

Hammer, David C

2006-09-01

415

The state of electronic customer relationship management in retailing  

Microsoft Academic Search

This paper analyzes the availability of electronic customer relationship management (E-CRM) features on retail Web sites and their relationship to consumer satisfaction and site traffic. The top 100 specialty store, standard retail store, and Internet retailer Web sites were analyzed for the presence of 41 E-CRM features. The availability of these features was then assessed for their relationship with consumer

Richard A. Feinberg; Rajesh Kadam; Leigh Hokama; Iksuk Kim

2002-01-01

416

Implementing service recovery through customer relationship management: identifying the antecedents  

Microsoft Academic Search

Purpose – This study seeks to combine components of service failure recovery and customer relationship management. It aims to develop a model of the antecedents of successful service recovery that proposes relationships between employee empowerment, job satisfaction, self-efficacy, employee ratings of the service firm's service recovery practices, and service technology usage. Design\\/methodology\\/approach – An online survey tool was used to

Leroy Robinson Jr; Sue E. Neeley; Kathleen Williamson

2011-01-01

417

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

PubMed

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

Chang, Chia-Chi; Chen, Hui-Yun

2009-02-01

418

Dual Loyalty of Physicians in the Military and in Civilian Life  

PubMed Central

The concept of the dual loyalty physicians may have to both a patient and a third party is important in elucidating the obligations of physicians. The extent to which loyalty may be deflected from a patient to a third party (e.g., an insurance company or a prison commander) is greatly underestimated and has not attracted significant scholarly analysis. We examined dual loyalty in civilian and military contexts and used the principles of public health ethics to construct a framework for determining the legitimacy of physicians' obligations. We illustrate the application of these principles to problems physicians encounter regarding communicable diseases, elder abuse, and driving fitness. In the complex military context, independent ethics tribunals should be created to adjudicate loyalty conflicts.

Benatar, Solomon R.

2008-01-01

419

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

420

Patient Satisfaction in Public Outpatient Health Care Services  

Microsoft Academic Search

This paper is part of earlier research work conducted in the health care services sector. The customer relationship management concept has encouraged the adoption of a marketing culture not only in the private sector, but in public health care sector as well. In this paper the authors have analysed the factors affecting patient satisfaction in public health care outpatient services.

Hardip Chahal; R. D. Sharma; Mahesh Gupta

2004-01-01

421

The effect of strategic and tactical cause-related marketing on consumers' brand loyalty  

Microsoft Academic Search

Purpose – The first objective was to find out to what extent consumers reveal an effect of strategic and tactical cause-related marketing on brand loyalty. Second, the article seeks to assess the moderating role of consumer involvement with a product on the relationship between cause-related marketing and brand loyalty. Design\\/methodology\\/approach – An experimental design with 240 participants was used. Findings

Douwe van den Brink; Gaby Odekerken-Schröder; Pieter Pauwels

2006-01-01

422

Perceived service quality : Analyzing relationships among employees, customers, and financial performance  

Microsoft Academic Search

Purpose – The purpose of this paper is to show how firms can enhance their service quality to increase customer satisfaction and thus financial performance? In answer to this question, four factors (i.e. employees, perceived service quality, customers, and financial performance) are critical to the success of service firms. The purpose of this research is to provide a research framework

Dong Kyoon Yoo; Jeong Ah Park

2007-01-01

423

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

ERIC Educational Resources Information Center

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

Jackson, Rebecca

2002-01-01

424

Schoolwork as Products, Professors as Customers: A Practical Teaching Approach in Business Education.  

ERIC Educational Resources Information Center

In a marketing course, students used the principles of product, price, place, and promotion to market their course work to the professor/customer. Assessment of 357 students over 4 semesters showed this experiential method resulted in higher achievement and greater understanding of customer expectations and satisfaction. (SK)

Emery, Charles R.; Tian, Robert G.

2002-01-01

425

Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study  

Microsoft Academic Search

Based on the concept of experience economy, this study starts off by proposing that goods, services, and experiences are dimensions of experience-oriented service functions, illustrating an integrated approach which adopts the basic Kano model and customer satisfaction coefficients matrix to categorize and prioritize experience-oriented service functions. An empirical study was then conducted to explore customer need attributes for digital television

Hsien-Tang Ko; Hsi-Peng Lu; Hueiju Yu

2012-01-01

426

Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study  

Microsoft Academic Search

Based on the concept of experience economy, this study starts off by proposing that goods, services, and experiences are dimensions of experience-oriented service functions, illustrating an integrated approach which adopts the basic Kano model and customer satisfaction coefficients matrix to categorize and prioritize experience-oriented service functions. An empirical study was then conducted to explore customer need attributes for digital television

Hsien-Tang Ko; Hsi-Peng Lu; Hueiju Yu

2011-01-01

427

The birth satisfaction scale  

Microsoft Academic Search

Purpose – The purpose of this paper is to develop a psychometric scale – the birth satisfaction scale (BSS) – for assessing women's birth perceptions. Design\\/methodology\\/approach – Literature review and transcribed research-based perceived birth satisfaction and dissatisfaction expression statements were converted into a scored questionnaire. Findings – Three overarching themes were identified: service provision (home assessment, birth environment, support, relationships

Caroline Hollins Martin; Valerie Fleming

2011-01-01

428

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

429

A Study on the Association between Brand Awareness and Consumer\\/Brand Loyalty for the Packaged Milk Industry in Pakistan  

Microsoft Academic Search

Brand awareness remains fundamental to consumer life as the interaction initiation point to the brands. This paper put forwards the relationship of brand awareness on consumer\\/brand loyalty in the packaged milk brands in the urban Pakistan. There is evidence of brand awareness and consumer\\/brand loyalty on brand equity. The approach takes into account sources of brand equity-brand awareness, consumer\\/brand loyalty

Muhammad Imtiaz Subhani; Amber Osman

2011-01-01

430

A Study On The Association Between Brand Awareness And Consumer\\/Brand Loyalty For The Packaged Milk Industry In Pakistan  

Microsoft Academic Search

Brand awareness remains fundamental to consumer life as the interaction initiation point to the brands. This paper put forwards the relationship of brand awareness on consumer\\/brand loyalty in the packaged milk brands in the urban Pakistan. There is evidence of brand awareness and consumer\\/brand loyalty on brand equity. The approach takes into account sources of brand equity—brand awareness, consumer\\/brand loyalty,

Amber Osman

2009-01-01

431

Relationship Satisfaction, Sexual Satisfaction, and Sexual Problems in Sexsomnia  

Microsoft Academic Search

Relationship and sexual satisfaction, sexual functioning, and sexual desire were examined in an Internet sample of 32 individuals reporting engagement of sexual behavior during sleep (i.e., sexsomnia). Individuals with sexsomnia reported lower levels of sexual satisfaction, lower levels of relationship satisfaction, and similar levels of sexual desire compared with controls. More frequent incidence of sexsomnia resulted in lower sexual satisfaction;

Liesa A. Klein; Daniel Houlihan

2010-01-01

432

Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development  

Microsoft Academic Search

Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of relationship strength and a supplier's offerings, and customer share development is the change in customer share between two periods.

Peter C. Verhoef; Bas Donkers; Fred Langerak; Peter Leeflang; Loren Lemon

2003-01-01

433

Road Travelers' Motivations and Loyalty: Train Versus Bus Services  

Microsoft Academic Search

Railroad and highway travel may differ not only in terms of their nature but also in terms of their appeal to travelers. Travelers may have different motivations to use either transportation mode in either inbound or outbound directions. Travelers may also demand different services or service traits of the provider in order to gain satisfaction in the short-term and\\/or become

Jorge Zamora; Arturo Z. Vasquez-Parraga; Ana Rodriguez; Ana Gonzalez

2011-01-01

434

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

435

Job Satisfaction and Stress.  

ERIC Educational Resources Information Center

Sources of job satisfaction and job related stress among public school physical educators are examined. Recommended techniques are offered for physical education administrators to reduce their employees' job-related stress and to improve the quality of worklife. (JN)

Davis, F. William

1981-01-01

436

Does money buy satisfaction?  

Microsoft Academic Search

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

Otis Dudley Duncan

1975-01-01

437

"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

438

The Measurement of Distortion Tendencies Induced by the Win-Lose Nature of In-Group Loyalty.  

ERIC Educational Resources Information Center

Examined the effects of group loyalty and distortion tendencies during a nominal grouping exercise involving 42 members of a management team in a decision-making seminar, divided into 5 groups to generate ideas on developing a program of flextime scheduling. Results showed distortion of judgment resulting from in-group loyalty in both…

Burton, Gene E.

1990-01-01

439

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

440

Do geological field survey and remote sensing record the same fractures? The case of the corallian Loyalty Islands (SW Pacific)  

Microsoft Academic Search

The Loyalty Islands are a series of corallian islands uplifted on the elastic bulge of the Australian lithosphere before its subduction at the Vanuatu (formerly New Hebrides) Trench. They are located on the non seismic Loyalty Ridge, which is starting colliding the Vanuatu Trench. The interiors of the islands are covered with dense forests and devoid of outcrops. Lineaments seen

J. Thovert; D. Huaman; P. Genthon; P. M. Adler

2010-01-01

441

Customer Segmentation in Customer Relationship Management Based on Data Mining  

Microsoft Academic Search

Customer relationship management (CRM) is the new management principle that adapts the business enterprise strategy shift\\u000a from product-centric to customer-centric. Customer segmentation is one of the core functions of customer relationship management\\u000a (CRM).This paper will build customer segmentation function model based on data mining, and summarizes the advantages of customer\\u000a segmentation function model based on data mining in customer relationship

Yun Chen; Guozheng Zhang; Dengfeng Hu; Shanshan Wang

2006-01-01

442

Influencing behavioral change by customer engagement amongst youth  

PubMed Central

It is widely accepted that many social and health problems have underlying behavioral causes. Because these problems are rooted in human behavior, solutions to deal with them also lie in human behavior. This paper examines ways of integrating customer engagement in social programs to influence and initiate behavior change effectively with a special focus on youth. This work followed a theoretical deduction by use of a literature review. Social marketing places emphasis on behavior change, and one of the key challenges for social marketers is to ensure a perceived value for customers in taking up and maintaining positive behavior. If perceptions, beliefs, attitudes, and values influence behavior, then the central focus should be on the youth. Integrating youth is a prerequisite for effective social marketing programs and ultimately behavioral change. This approach will pave the way for effective brand positioning and brand loyalty in social marketing which has been lacking and requires more attention from researchers and policymakers. This paper outlines theoretical developments in social marketing that will increase the effectiveness of social marketing programs overall. Existing social marketing literature typically focuses on social marketing interventions and behavioral change. This paper uses customer engagement within a social marketing context so that social marketing programs are perceived as brands to which youth can relate.

Singh, Sonal

2011-01-01

443

Influencing behavioral change by customer engagement amongst youth.  

PubMed

It is widely accepted that many social and health problems have underlying behavioral causes. Because these problems are rooted in human behavior, solutions to deal with them also lie in human behavior. This paper examines ways of integrating customer engagement in social programs to influence and initiate behavior change effectively with a special focus on youth. This work followed a theoretical deduction by use of a literature review. Social marketing places emphasis on behavior change, and one of the key challenges for social marketers is to ensure a perceived value for customers in taking up and maintaining positive behavior. If perceptions, beliefs, attitudes, and values influence behavior, then the central focus should be on the youth. Integrating youth is a prerequisite for effective social marketing programs and ultimately behavioral change. This approach will pave the way for effective brand positioning and brand loyalty in social marketing which has been lacking and requires more attention from researchers and policymakers. This paper outlines theoretical developments in social marketing that will increase the effectiveness of social marketing programs overall. Existing social marketing literature typically focuses on social marketing interventions and behavioral change. This paper uses customer engagement within a social marketing context so that social marketing programs are perceived as brands to which youth can relate. PMID:24600281

Singh, Sonal

2011-01-01

444

British Sign Name Customs  

ERIC Educational Resources Information Center

Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

Day, Linda; Sutton-Spence, Rachel

2010-01-01

445

Customer Relationship Management.  

ERIC Educational Resources Information Center

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

Fayerman, Michael

2002-01-01

446

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

447

Determinants of Indian physicians' satisfaction & dissatisfaction from their job  

PubMed Central

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

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

2014-01-01

448

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

449

Health centres' view of the services provided by a university hospital laboratory: Use of satisfaction surveys  

PubMed Central

Customer orientation has gained increasing attention in healthcare. A customer satisfaction survey is one way to raise areas and topics for quality improvement. However, it seems that customer satisfaction surveys have not resulted in quality improvement in healthcare. This article reports how the authors' university hospital laboratory has used customer satisfaction surveys targeted at the health centres in their hospital district. Closed-ended statements of the questionnaire were planned to cover the essential aspects of laboratory services. In addition, an open-ended question asked what was considered to be the most important problem in services. The questionnaires were sent to the medical directors of the health centres. The open-ended question proved to be very useful because the responses specified the main problems in service. Based on the responses, selected dissatisfied customers were contacted to specify their responses and possible corrective actions were taken. It is concluded that a satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. In addition, further clarifications with selected customers are needed to specify the causes for their dissatisfaction and to undertake proper corrective actions.

Oja, Paula; Kouri, Timo; Pakarinen, Arto

2010-01-01

450

Customized Products: A Competitive Analysis  

Microsoft Academic Search

This paper investigates the competitive market for mass-customized products. Competition leads to surprising conclusions: Manufacturers customize only one of a product's two attributes, and each manufacturer chooses the same attribute. Customization of both attributes cannot persist in an equilibrium where firms first choose customization and then choose price, because effort to capture market with customization makes a rival desperate, putting

Niladri B. Syam; Ranran Ruan; James D. Hess

2005-01-01

451

NCI at Frederick: Customer Guide - Customer Responsibilities  

Cancer.gov

All supplies and services must be procured through an OTS Contractor procurement mechanism - purchase requisition, credit card or blanket order. Payment of fees, i.e. no procurement, is paid by the OTS contractor Direct Pay mechanism. This Guide provides guidance in the purchase requisition process. Other manuals on the Contracts and Acquisitions web site detail the training and processes for customer ordering by the credit card and blanket order programs.

452

Community College Faculty Job Satisfaction.  

ERIC Educational Resources Information Center

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

Diener, Thomas

1985-01-01

453

Measurement of Computer User Satisfaction.  

National Technical Information Service (NTIS)

User satisfaction was considered to be an important indicator of the effectiveness of the Electronic Data Processing (EDP) activity within an organization. The purpose of this research was to develop the means to measure this indicator. User satisfaction ...

S. W. Pearson

1977-01-01

454

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

455

User satisfaction from commercial web sites: The effect of design and use  

Microsoft Academic Search

We empirically investigated the effect of user-based design and Web site usability on user satisfaction across four types of commercial Web sites: online shopping, customer self-service, trading, and publish\\/subscribe. To this end, a Web-based survey questionnaire was assembled, based on previously reported instruments for measuring user satisfaction, usability, and user-based design. Three hundred and fifty-nine respondents used the questionnaire to

Moshe Zviran; Chanan Glezer; Itay Avni

2006-01-01

456

Continuity of carer and satisfaction  

Microsoft Academic Search

Objective: to study the association between continuity of carer and satisfaction with antenatal, intrapartum and postpartum domiciliary care.Design: a descriptive study comparing satisfaction measures between women cared for by a known or unknown midwife. Data on satisfaction were extracted from the intervention group of a birth centre trial, and the names of the individual carers from two clinical databases kept

Ulla Waldenström

1998-01-01

457

College Faculty and Job Satisfaction.  

ERIC Educational Resources Information Center

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

Diener, Thomas

458

National Student Satisfaction Report, 1997.  

ERIC Educational Resources Information Center

This report presents the results of the fourth annual National Student Satisfaction Study, which examines the areas of campus life of highest importance to students, the areas of greatest and least satisfaction, and the greatest performance gaps between levels of importance and satisfaction. Data were collected from 524 colleges and universities…

USA Group Noel-Levitz, Iowa City, IA.

459

Harmony, Empathy, Loyalty, and Patience in Japanese Children's Literature  

ERIC Educational Resources Information Center

Multicultural children's literature is a passport to foreign cultures. Because we live in a global and multicultural society, it is important to help children understand cultures different from their own. Many educators use picture storybooks to introduce the social life and customs of other societies. This article highlights four realistic…

Kelley, Jane E.

2008-01-01

460

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

461

A customer service journey.  

PubMed

Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author. PMID:22970618

VanDecandelaere, Traci

2012-01-01

462

Mozambique: International Customs Tariffs.  

National Technical Information Service (NTIS)

The journal gives, in respect of each article listed in the nomenclature, the duties and taxes to be levied by the Customs on the imports and exports, and the restrictions and prohibitions applicable.

1967-01-01

463

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.

464

Association Planners' Satisfaction  

Microsoft Academic Search

The meeting industry has not attracted researchers' attention as much as industry growth and suppliers' interest. Research within the industry has examined attribute importance and attribute performance separately from the association meeting planner's perspective. This study's purpose was to evaluate state association meeting planners' satisfaction with their recent convention destination through the simultaneous consideration of attribute importance and performance. A

Jeong-Ja Choi; Carl A. Boger Jr

2000-01-01

465

Predicting Job Satisfaction.  

ERIC Educational Resources Information Center

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

Blai, Boris, Jr.

466

How Young Adult Consumers Evaluate Diffusion Brands: Effects of Brand Loyalty and Status Consumption  

Microsoft Academic Search

This paper evaluates how brand loyalty may affect young status consumers’ evaluation of diffusion brands for high\\/low-involvement fashion products. In particular, the positioning strategy of the type of diffusion brand names is investigated in this study. Data were gathered through an experimental research design from 739 young status consumers studying in a large university. The findings revealed that subbrands and

Ian Phau; Edith Cheong

2009-01-01

467

The Taiwanese are Just Like Australians in Their Loyalty to Fast Food Outlets  

Microsoft Academic Search

Despite big differences in culture, types of food, retail environments and the brands on offer, the loyalty of Australian and Taiwanese consumers to fast food outlets is nearly identical. In both countries, a third of buyers purchase from the same branded outlet twice in a row, while two thirds buy from a different outlet, usually of a bigger brand. This

Dag Bennett

2004-01-01

468

NFC loyal: A beneficial model to promote loyalty on smart cards of mobile devices  

Microsoft Academic Search

Near Field Communication (NFC) as a new emerging technology currently tries to find a suitable ecosystem. Development of new standards such as secure element, secure channel, as well as Java Card enables creating new ecosystems using a concurrent multi application platform based on Global Platform. We proposed NFC Loyal, which maintains data interaction and data sharing among payment and loyalty

B. Ozdenizci; V. Coskun; M. N. Aydin; O. Kerem

2010-01-01

469

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

470

Impacts of in-store manufacturer brand expression on perceived value, relationship quality and attitudinal loyalty  

Microsoft Academic Search

Purpose – For most frequently purchased packaged goods distributed in the super-hypermarket channel, the store is where a manufacturer's brand can develop its image and its evaluation through an informal control on the purchase experience. Yet, for brands in this sector, better controlled in-store purchase experiences can lead to enhance brand perceived value, relationship quality, and loyalty. To capture how

Philippe Aurier; Gilles Séré de Lanauze

2011-01-01

471

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

472

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

473

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

474

Tribalism, team brand loyalty, team brand value and personal\\/group identity in professional Rugby football  

Microsoft Academic Search

Tribalism is an axiomatic characteristic of sport consumerism yet there does not appear to have been any attempt in contemporary sport marketing research to measure this phenomenon. This thesis develops measures of tribalism, team brand loyalty, team brand value and personal\\/group identity in English and Australian professional rugby league and rugby union fans. These measures (constructs) have not been developed

Rudi A Meir

2009-01-01

475

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

476

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

Microsoft Academic Search

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

Daniel A. Guttentag; Mark E. Havitz

2010-01-01

477

Cultural Awareness and Ethnic Loyalty: Dimensions of Cultural Variability among Mexican American College Students.  

ERIC Educational Resources Information Center

Examined adequacy of Keefe and Padilla's model of cultural orientation on a sample of Mexican American students enrolled either in technical college (n=125) or state university (n=239) in Texas. Specifically examined how well the model fit the Cultural Awareness and Ethnic Loyalty scales. Results indicated excellent fit for the model. (JBJ)

Arbona, Consuelo; And Others

1995-01-01

478

The Influence of Social Regard on the Customer–Service Firm Relationship: The Moderating Role of Length of Relationship  

Microsoft Academic Search

Purpose  The authors examine the influence of employees’ social regard toward the customers on customer satisfaction, trust, and word\\u000a of mouth. In addition, we analyzed the moderating role of length of relationship between the service provider and the customer\\u000a on the effects of social regard on the customer relationship outcomes.\\u000a \\u000a \\u000a \\u000a Design\\/Methodology\\/Approach  Hypotheses were tested with customers of two service industries: financial services

Estela Fernández Sabiote; Sergio Román

2009-01-01

479

Bringing Loyalty to E-health: Theory Validation Using Three Internet-Delivered Interventions  

PubMed Central

Background Internet-delivered interventions can effectively change health risk behaviors, but the actual use of these interventions by the target group once they access the website is often very low (high attrition, low adherence). Therefore, it is relevant and necessary to focus on factors related to use of an intervention once people arrive at the intervention website. We focused on user perceptions resulting in e-loyalty (ie, intention to visit an intervention again and to recommend it to others). A background theory for e-loyalty, however, is still lacking for Internet-delivered interventions. Objective The objective of our study was to propose and validate a conceptual model regarding user perceptions and e-loyalty within the field of eHealth. Methods We presented at random 3 primary prevention interventions aimed at the general public and, subsequently, participants completed validated measures regarding user perceptions and e-loyalty. Time on each intervention website was assessed by means of server registrations. Results Of the 592 people who were invited to participate, 397 initiated the study (response rate: 67%) and 351 (48% female, mean age 43 years, varying in educational level) finished the study (retention rate: 88%). Internal consistency of all measures was high (Cronbach alpha > .87). The findings demonstrate that the user perceptions regarding effectiveness (betarange .21–.41) and enjoyment (betarange .14–.24) both had a positive effect on e-loyalty, which was mediated by active trust (betarange .27–.60). User perceptions and e-loyalty had low correlations with time on the website (r range .04–.18). Conclusions The consistent pattern of findings speaks in favor of their robustness and contributes to theory validation regarding e-loyalty. The importance of a theory-driven solution to a practice-based problem (ie, low actual use) needs to be stressed in view of the importance of the Internet in terms of intervention development. Longitudinal studies are needed to investigate whether people will actually revisit intervention websites and whether this leads to changes in health risk behaviors.

Cyr, Dianne; de Vries, Nanne K

2011-01-01

480

Creating customer knowledge competence: managing customer relationship management programs strategically  

Microsoft Academic Search

While increasingly demanding customers have prompted many firms to implement customer relationship management (CRM) programs, little is known about the internal processes that assist organization-wide learning about individual customer relationships. This research proposes a conceptual framework about the internal processes involved in creating customer knowledge competence, which allow firms to strategically manage their CRM programs. The framework is discussed based

Alexandra J. Campbell

2003-01-01

481

Turning subscribers into customers: the future is now.  

PubMed

The launch of Medicare's prescription drug plan marks a major milestone in federal health policy. Nearly 90 percent of Medicare's 43 million beneficiaries now have some form of prescription drug coverage, approximately 6 million of whom had no coverage prior to the introduction of Part D. The enrollment boom presents a tremendous opportunity for health insurers. But the new enrollments also present a challenge, as insurers' ability to build customer loyalty will depend on their success in reorienting themselves to the consumer market where tastes can be even more fickle than in the group business. The good news is that as insurers focus on serving senior customers, there is an even more promising opportunity on the horizon than Medicare Part D: providing products that help consumers-particularly retirees and those nearing retirement-to plan for and manage their out-of-pocket health care spending. The retirement health market beyond Medicare Advantage and Part D could significantly impact many health insurers' bottom line; it's expected to generate $80 billion in revenues and $8-$12 billion in pre-tax profits by 2014. PMID:16894853

Bleil, Lynn Dorsey; Huber, Celia; Singhal, Shubham; Lewis, Greg

2006-01-01

482

Linking hospital security to customer service: making the case for 'world class' security.  

PubMed

The reluctance of many hospitals today to invest money and resources into security and safety while at the same time promoting customer good will is a fallacy that has to be corrected, according to the author. He demonstrates how high customer satisfaction scores, as well as regulatory compliance, can only be achieved if a hospital takes the steps necessary to provide adequate safety and security to patients, visitors, physicians and to all who come to the hospital. PMID:21916286

Hill, Scott A

2011-01-01

483

Market Segmentation of Tuxedo Customers  

Microsoft Academic Search

This research project was designed to segment the tuxedo customer market and develop customer profiles. Data were collected by a questionnaire mailed to 266 tuxedo customers. Respondents (n = 90) were segmented as purchasers and renters as well as light and heavy tuxedo users. These customer segments were compared according to their information search patterns, clothing involvement, product characteristics, clothing

Roxanna May; Soyeon Shim; Antigone Kotsiopulos

1992-01-01

484

Customs and DEA Update  

NSDL National Science Digital Library

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

485

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

Code of Federal Regulations, 2012 CFR

...Review Committee; review and recommendation. 61.15 Section 61.15 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT...TRAINING FELLOWSHIPS Regular Fellowships § 61.15 Moral character or loyalty; reference to...

2012-10-01

486

Predictors of patient satisfaction  

Microsoft Academic Search

Correlates of patient satisfaction at varying points in time were assessed using a survey with 2-week and 3-month follow-up in a general medicine walk-in clinic, in USA. Five hundred adults presenting with a physical symptom, seen by one of 38 participating clinicians were surveyed and the following measurements were taken into account: patient symptom characteristics, symptom-related expectations, functional status (Medical

Jeffrey L. Jackson; Judith Chamberlin; Kurt Kroenke

2001-01-01

487

Methodology for customer relationship management  

Microsoft Academic Search

Customer relationship management (CRM) is a customer-focused business strategy that dynamically integrates sales, marketing and customer care service in order to create and add value for the company and its customers.This change towards a customer-focused strategy is leading to a strong demand for CRM solutions by companies. However, in spite of companies’ interest in this new management model, many CRM

Ricardo Chalmeta

2006-01-01

488

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

PubMed Central

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

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

2014-01-01

489

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

PubMed

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

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

2014-01-01

490

The development and validation of the Incivility from Customers Scale.  

PubMed

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

Wilson, Nicole L; Holmvall, Camilla M

2013-07-01

491

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

492

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

493

Nurse's Customer Service Performance  

Microsoft Academic Search

This paper examines aspects of nursing care provided in Australian private hospitals from a patient perspective. An exploratory study was conducted within Queensland to determine those aspects of customer service that patients require from nursing staff in private hospitals. The study was conducted on a random sample of 51 members of the general public who were interviewed as previous patients

Tony Ward; Nicole Hafey

494

Customer-driven manufacturing  

Microsoft Academic Search

The basic tasks of a business are straight-forward – getting and keeping customers and making profits, both set within the context of the short and long term. Explicit in these is not only a need for marketing and manufacturing to work well in themselves but to work well together. Companies, however, typically fail in this provision. To move to a

William L. Berry; Terry J. Hill; Jay E. Klompmaker

1995-01-01

495

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

496

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

497

Paying Customers to Switch  

Microsoft Academic Search

This paper studies the business practice of offering discounts to new customers in markets with switching costs. In a two-period homogeneous-good duopoly model, it is shown that the equilibrium amount of discounts increases continuously in the expected switching costs of a typical consumer. In equilibrium, firms offer the same prices and discounts in a mature market even if they have

Yongmin Chen

1997-01-01

498

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

499

Customized Cosmological Visualization  

NASA Astrophysics Data System (ADS)

In this era of many-billion particle cosmological simulations and million galaxy all-sky surveys, interactive three-dimensional visualizations are invaluable for knowledge discovery. We describe the advanced graphics programming library S2PLOT as an ideal tool for creating customized cosmological visualizations.

Fluke, C. J.; Barnes, D. G.

2008-08-01

500

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