Sample records for customer satisfaction loyalty

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

    Microsoft Academic Search

    Jay Kandampully; Dwi Suhartanto

    2000-01-01

    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

  2. The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance

    Microsoft Academic Search

    Neil A. Morgan; Lopo Leotte Rego

    2006-01-01

    Managers commonly use customer feedback data to set goals and monitor performance on metrics such as “Top 2 Box” customer satisfaction scores and “intention-to-repurchase” loyalty scores. However, analysts have advocated a number of different customer feedback metrics including average customer satisfaction scores and the number of “net promoters” among a firm's customers. We empirically examine which commonly used and widely

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

    ERIC Educational Resources Information Center

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

    2010-01-01

    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…

  4. Customer Loyalty and Customer Relationship Management

    NASA Astrophysics Data System (ADS)

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

    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.

  5. Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

    PubMed

    Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

    2015-01-01

    Purpose - The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach - In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Finding - Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Practical implications - Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. Originality/value - This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services. PMID:26020428

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

    Microsoft Academic Search

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

    2008-01-01

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

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

    PubMed

    Medler-Liraz, Hana; Yagil, Dana

    2013-01-01

    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

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

    Microsoft Academic Search

    Torsten J. Gerpott; Wolfgang Rams; Andreas Schindler

    2001-01-01

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

  9. Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries

    Microsoft Academic Search

    Joseph M. Spiteri; Paul A. Dion

    2004-01-01

    The objective was to test a customer value variable, as operationalized by a modification of Ulaga and Eggert's scale, as a direct explanatory concept in predicting satisfaction, loyalty, and market performance in a hybrid veterinary pharmaceuticals market. The market was considered to be a hybrid because physicians purchase on behalf of their clients. The scale proved to be reliable and

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

    PubMed

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

    2010-04-01

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

  11. Impact of service attributes on customer satisfaction and loyalty in a healthcare context.

    PubMed

    Lonial, Subash; Raju, P S

    2015-01-01

    Purpose - The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. Design/methodology/approach - A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Findings - Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. Research limitations/implications - The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. Practical implications - The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. Social implications - The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. Originality/value - The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting. PMID:25921319

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

    ERIC Educational Resources Information Center

    Hoyt, Jeff E.; Howell, Scott L.

    2011-01-01

    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…

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

    Microsoft Academic Search

    Kurt Matzler; Birgit Renzl

    2006-01-01

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

  14. The mismanagement of customer loyalty.

    PubMed

    Reinartz, Werner; Kumar, V

    2002-07-01

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

  15. Determinants of customer loyalty in the wireless telecommunications industry

    Microsoft Academic Search

    Abdolreza Eshghi; Dominique Haughton; Heikki Topi

    2007-01-01

    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

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

    Microsoft Academic Search

    Luc Honore Petnji Yaya; Frederic Marimon; Marti Casadesus

    2011-01-01

    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

  17. Customer loyalty: Toward an integrated conceptual framework

    Microsoft Academic Search

    Alan S. Dick; Kunal Basu

    1994-01-01

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

  18. Modeling repurchase frequency and customer satisfaction for fast food outlets

    Microsoft Academic Search

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

    2004-01-01

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

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

    Microsoft Academic Search

    Theodore P Stank; Thomas J Goldsby; Shawnee K Vickery

    1999-01-01

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

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

    PubMed

    Gemme, E M

    1997-01-01

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

  1. IFRIC 13: accounting for “customer loyalty programmes”

    Microsoft Academic Search

    Sandra Chapple; Lee Moerman; Kathy Rudkin

    2010-01-01

    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

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

    ERIC Educational Resources Information Center

    Brown, Robert M.; Mazzarol, Timothy William

    2009-01-01

    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…

  3. TQM practice in maquiladora: Antecedents of employee satisfaction and loyalty

    Microsoft Academic Search

    Minjoon Jun; Shaohan Cai; Hojung Shin

    2006-01-01

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

  4. Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market

    Microsoft Academic Search

    Hee-Su Kim; Choong-Han Yoon

    2004-01-01

    By using a binomial logit model based on a survey of 973 mobile users in Korea, the determinants of subscriber churn and customer loyalty are identified in the Korean mobile telephony market. The probability that a subscriber will switch carrier is dependent on the level of satisfaction with alternative-specific service attributes including call quality, tariff level, handsets, brand image, as

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

    PubMed

    Heiens, R A; Pleshko, L P

    1997-01-01

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

  6. Higher Education Institutions: Satisfaction and Loyalty among International Students

    ERIC Educational Resources Information Center

    Paswan, Audhesh K.; Ganesh, Gopala

    2009-01-01

    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…

  7. Predicting the Satisfaction and Loyalty of Adjunct Faculty

    ERIC Educational Resources Information Center

    Hoyt, Jeff E.

    2012-01-01

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

  8. Customer loyalty and the effect of switching costs as a moderator variable : A case in the Turkish mobile phone market

    Microsoft Academic Search

    Serkan Aydin; Gökhan Özer; Ömer Arasil

    2005-01-01

    Purpose – In the GSM mobile telephony sector, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand's life in the long term. To achieve this aim, customer satisfaction and trust must be measured and “switching costs” identified. The latter render subscribers' preference for rival operators more expensive.

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

    Microsoft Academic Search

    Ching-Fu Chen; Odonchimeg Myagmarsuren

    2011-01-01

    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

  10. Understanding Student Satisfaction and Loyalty in the UAE HE Sector

    ERIC Educational Resources Information Center

    Fernandes, Cedwyn; Ross, Kieran; Meraj, Mohammad

    2013-01-01

    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…

  11. Customer Segmentation and Evaluation Based on RFM, Cross-Selling and Customer Loyalty

    Microsoft Academic Search

    Chaohua Liu

    2011-01-01

    In this paper, we investigate the scope of customer value and bring forward special definition of customer value. Also, we analyze customer value according to current value, potential value and customer loyalty. And we propose a model to classify customers into sixteen categories based on Self- Organization Map.

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

    ERIC Educational Resources Information Center

    Jeon, Myunghee

    2009-01-01

    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…

  13. Customer loyalty in the public transportation context

    E-print Network

    Webb, Valerie (Valerie Nichole)

    2010-01-01

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

  14. 48 CFR 11.203 - Customer satisfaction.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

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

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

    Microsoft Academic Search

    Robert F. Hurley; Hooman Estelami

    2007-01-01

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

  16. Customer Loyalty and Supplier Quality Competition

    Microsoft Academic Search

    Noah Gans

    2002-01-01

    We develop a model of customer choice in response to random variation in quality. The choice model yields closed-form expressions which reflect the effect of competing suppliers' service quality on the long-run fraction of purchases a customer makes at the various competitors. We then use the expressions as the basis of simple normative models for suppliers seeking to maximize their

  17. Customer Satisfaction with Training Programs.

    ERIC Educational Resources Information Center

    Mulder, Martin

    2001-01-01

    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)

  18. Customer Loyalty and Supplier Strategies for Quality Competition

    Microsoft Academic Search

    Noah Gans

    1999-01-01

    We analyze a model of consumer response to variation in product or service quality. The model, developed in [4], provides closed-form expressions that characterize short-term and long-term measures of customer loyalty to a supplier. In this paper, we develop sensitivity analyses that offer a rich characterization of how factors - such as the underlying quality levels of the suppliers, the

  19. An Overview of Customer Satisfaction Models.

    ERIC Educational Resources Information Center

    Hom, Willard

    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…

  20. Customer satisfaction analysis: Identification of key drivers

    Microsoft Academic Search

    W. Michael Conklin; Ken Powaga; Stan Lipovetsky

    2004-01-01

    A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from Cooperative Game Theory and Risk Analysis. We use Shapley Value and Attributable Risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancers. We demonstrate

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

    Microsoft Academic Search

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

    2007-01-01

    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

  2. Customer loyalty in e-commerce: an exploration of its antecedents and consequences

    Microsoft Academic Search

    Srini S. Srinivasan; Rolph Anderson; Kishore Ponnavolu

    2002-01-01

    This paper investigates the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context. We identify eight factors (the 8Cs—customization, contact interactivity, care, community, convenience, cultivation, choice, and character) that potentially impact e-loyalty and develop scales to measure these factors. Data collected from 1,211 online customers demonstrate that all these factors, except convenience, impact e-loyalty. The data also

  3. The American Customer Satisfaction Index (ACSI) Survey

    MedlinePLUS

    ... nih.gov/medlineplus/survey2012/acsisurvey.html The American Customer Satisfaction Index (ACSI) Survey To use the sharing features ... MedlinePlus en español. NLM participates in the American Customer Satisfaction Index (ACSI) to measure online user satisfaction. The ...

  4. Employing a systems approach to customer satisfaction.

    PubMed

    Bellen, V

    1994-01-01

    The need to meet customers' expectations is one of the driving forces in healthcare today. Organizations can achieve this goal most effectively by using rational and systematic problem-solving approaches. This article describes systems theory as a problem-solving method that analyzes and implements customer satisfaction data to produce the desired result of increased customer satisfaction levels and economic growth. PMID:10135295

  5. Understanding customer loyalty through system dynamics : The case of a public sports service in Spain

    Microsoft Academic Search

    Jose Antonio Martínez García; Laura Martínez Caro

    2009-01-01

    Purpose – The aim of this paper is to propose a model for understanding a complex management issue – the customer loyalty in a public sports service. Design\\/methodology\\/approach – Customer loyalty is discussed through the methodology of system dynamics. The proposed model considers the dynamic, non-linear, asymmetric, and reciprocal relationships between its elements, and permits the analysis of the evolution

  6. Research on the Influence of Service Guarantee Design on Customer Loyalty - An Empirical Study of Hotels

    Microsoft Academic Search

    Li Hua-min; Zhang Xue-jing

    2007-01-01

    This paper intends to figure out how the service guarantee design influences the customer loyalty. Based on the literature review, this paper conducted an empirical investigation of hotels to discuss it, and worked over the different factors of service guarantee design that shaped customer loyalty. On the basis of analysis of reliability and validity, this paper makes a principle component

  7. The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market

    Microsoft Academic Search

    Serkan Aydin; Gökhan Özer

    2005-01-01

    Purpose – Corporate image, perceived service quality, trust and customer switching costs are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word-of-mouth effect. Also we know that the cost of selling to new customers is much higher than the cost of selling to existing customers. Although this fact is

  8. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ...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...

  9. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

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

  10. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

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

  11. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

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

  12. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

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

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

    Microsoft Academic Search

    Rhian Silvestro

    2002-01-01

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

  14. Loyalty-based management.

    PubMed

    Reichheld, F F

    1993-01-01

    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

  15. 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...

  16. Comprehensive Family Services and Customer Satisfaction Outcomes

    ERIC Educational Resources Information Center

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

    2006-01-01

    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…

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

    Microsoft Academic Search

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

    2011-01-01

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

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

    Microsoft Academic Search

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

    2010-01-01

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

  19. Is customer satisfaction a relevant metric for financial analysts?

    Microsoft Academic Search

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

    2012-01-01

    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

  20. Cleaning up the customer satisfaction waste dump

    SciTech Connect

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

    1994-11-01

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

  1. Evaluation Model of Customer Satisfaction of B2C E_Commerce Based on Combination of Linguistic Variables and Fuzzy Triangular Numbers

    Microsoft Academic Search

    Peide Liu

    2007-01-01

    Under electronic commerce, how to raise the consumers' degree of satisfaction and gain the consumers' loyalty have become the key factor relating with whether e-commerce enterprise can survive, so it's vital to evaluate status of customer satisfaction for B2C electronic-commerce enterprise. According to the investigation result by Internet, this paper brings forward the indicator system of customer satisfaction evaluation for

  2. Applying statistics to improve internal customer satisfaction

    SciTech Connect

    Caplinger, W.H.

    1986-06-01

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

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

    Microsoft Academic Search

    Bedman Narteh

    2012-01-01

    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,

  4. Reinventing information services to increase customer satisfaction

    SciTech Connect

    Madison, J.E.

    1993-12-01

    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.

  5. 77 FR 12073 - Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-02-28

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

  6. The employee-customer satisfaction chain in the ECSI model

    Microsoft Academic Search

    Manuel José Vilares; Pedro Simões Coelho

    2003-01-01

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

  7. Customer satisfaction measurement in the private bank sector

    Microsoft Academic Search

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

    2001-01-01

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

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

    PubMed

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

    2010-05-01

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

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

    Microsoft Academic Search

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

    2012-01-01

    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

  10. Waiting time delays and customer satisfaction in supermarkets

    Microsoft Academic Search

    Gail Tom; Scott Lucey

    1995-01-01

    Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction\\/dissatisfaction is

  11. Customer voluntary performance: The effect of customer satisfaction and the mediating role of customer-company identification

    Microsoft Academic Search

    Huifan Li

    2011-01-01

    Customer voluntary performance refers to helpful, discretionary customer behaviors that support a service company's service performance and quality. Drawing on identification theory, we offer an explanation as to why some satisfied customers display customer voluntary performance. Specifically, we hypothesize and test customer-company identification as a mediator of customer satisfaction on customer voluntary performance. The results reveal that customer- company identification

  12. 75 FR 80830 - Proposed Collection; Comment Request; Technology Transfer Center External Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-12-23

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

  13. Study on Customer Satisfaction with Facilities Management Services in Lithuania

    NASA Astrophysics Data System (ADS)

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

    2012-12-01

    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.

  14. Surveying customer needs, not satisfaction, is crucial to CQI.

    PubMed

    Koska, M T

    1992-11-01

    Experts say that understanding the differences between customer needs and customer satisfaction is crucial to hospitals' success in quality management. And hospitals on the leading edge are applying that theory to their programs. PMID:1427717

  15. Linking Job Satisfaction and Customer Satisfaction in the Cruise Industry: Implications for Hospitality and Travel Organizations

    Microsoft Academic Search

    Mark R. Testa; Cindy Skaruppa; Dale Pietrzak

    1998-01-01

    Service quality and customer satisfaction are vital concerns in service industries, particularly in the cruise industry. As such, the development of new methods for improving both is essential. A model of attitudes, intentions, and behaviors proposed by Bagozzi and refined by Schmit and Allscheid was tested to determine if employee job satisfaction and customer satisfaction were related constructs in the

  16. Perspecti v e s of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

    Microsoft Academic Search

    Jan Bolten; Raphael Kennerknecht; Achim Spiller

    In this paper we discuss the impact of customer satisfaction and enthusias m on the perfor ma nce of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of managemen t ratios of 12 organic food shops in Germany.

  17. Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm

    Microsoft Academic Search

    Jan Bolten; Raphael Kennerknecht; Achim Spiller

    2006-01-01

    In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that

  18. Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

    Microsoft Academic Search

    Frederike Lülfs-Baden; Jan Bolten; Raphael Kennerknecht; Achim Spiller

    2009-01-01

    This article discusses the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. A structural equation modelling approach shows

  19. Customer Satisfaction in the Hotel Industry: Meaning and Measurement

    Microsoft Academic Search

    Jonathan D. Barsky

    1992-01-01

    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

  20. An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce

    Microsoft Academic Search

    Ramakrishnan Ramanathan

    2011-01-01

    Using data from online customer ratings, we explore how the relationships between performance of companies in handling product returns and customer loyalty are affected by risk characteristics of products. Our results show that handling product returns plays an important role in shaping customer loyalty for low-risk products and also for high-risk products but not for products that exhibits medium levels

  1. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-21

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

  2. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-21

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

  3. 78 FR 73238 - Currently Approved Information Collection: Comment Request for Customer Satisfaction and Opinion...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-12-05

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

  4. 78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-12

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

  5. 78 FR 60020 - Proposed Collection: Comment Request for Voluntary Customer Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-30

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

  6. 77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-10

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

  7. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

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

  8. 77 FR 61777 - Notice of Submission of Proposed Information Collection to OMB Generic Customer Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-11

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

  9. 75 FR 3539 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-01-21

    ...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...

  10. 75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-10

    ...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...

  11. 77 FR 36568 - Proposed Information Collection; Comment Request: Generic Customer Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-19

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

  12. 78 FR 38809 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-06-27

    ...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...

  13. 75 FR 38775 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-06

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

  14. 78 FR 21008 - Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-04-08

    ...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...

  15. 78 FR 69643 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-20

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

  16. 75 FR 73111 - Submission for OMB Review; Comment Request; Customer and Other Partners Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-29

    ...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...

  17. 75 FR 57470 - Clinical Center; Proposed Collection; Comment Request; Customer and Other Partners Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-21

    ...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...

  18. 76 FR 17189 - Revision to Currently Approved Information Collection: Comment Request for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-03-28

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

  19. Relationships between employee attitudes, customer satisfaction and departmental performance

    Microsoft Academic Search

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

    1996-01-01

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

  20. 78 FR 69703 - 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-20

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

  1. Research on Quality Management System for Individualized Customization Based-Customer Satisfaction

    Microsoft Academic Search

    Xingyu Jiang; Shuang Liang; Wei Ding; Wanshan Wang

    2007-01-01

    When quality assurance is used in customization production mode, the most critical problem is how to maintain stable product quality and meet the customer individualized requirements constantly, quality management system model of customization based customer satisfaction is set up, collaborative quality design, production process quality management, application and service quality management and quality evaluation etc., the key functions in the

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

    Microsoft Academic Search

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

    1996-01-01

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

  3. Retail store branding in Turkey: its effect on perceived quality, satisfaction and loyalty

    Microsoft Academic Search

    Esen Gürbüz

    2008-01-01

    Purpose – The purpose of this paper is to build and test a model of the impact of a store brand name on perceptions of service quality and on customer satisfaction, the latter being the driver of perceived quality or at least a key determinant. It also aims to examine the role of all three variables in the generation of

  4. The effects of relational bonds on online customer satisfaction

    Microsoft Academic Search

    Yi-Ling Chen; Hung-Chang Chiu

    2009-01-01

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

  5. 76 FR 44020 - Proposed Collection; Comment Request; Generic Clearance for Partners and Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-07-22

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

  6. Fuzzy Evaluating Customer Satisfaction of Jet Fuel Companies

    NASA Astrophysics Data System (ADS)

    Cheng, Haiying; Fang, Guoyi

    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.

  7. An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry

    Microsoft Academic Search

    Yonggui Wang; Hing-po Lo; Yongheng Yang

    2004-01-01

    Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative

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

    Microsoft Academic Search

    Juline Elaine Mills

    2002-01-01

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

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

    NASA Astrophysics Data System (ADS)

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

    2009-12-01

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

  10. Linking service quality, customer satisfaction, and behavioral intention.

    PubMed

    Woodside, A G; Frey, L L; Daly, R T

    1989-12-01

    Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases is proposed. Specific models are developed from the general framework and the models are applied and tested for the highly complex and divergent consumer service of overnight hospital care. Service quality, customer satisfaction, and behavioral intention data were collected from recent patients of two hospitals. The findings support the specific models and general framework. Implications for theory, service marketing, and future research are discussed. PMID:10304174

  11. Measuring Customer Satisfaction in Summer Courses

    ERIC Educational Resources Information Center

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

    2005-01-01

    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…

  12. The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction

    Microsoft Academic Search

    Hyo Sun Jung; Hye Hyun Yoon

    2011-01-01

    The purpose of this study was to understand interrelationships among customers’ perception of nonverbal communication, customers’ emotional responses and customer satisfaction in the family restaurant. A total of 333 customers in Korea participated. The results showed that employees’ kinesics and proxemics among nonverbal communications have a significant effect on customers’ positive emotions, while employees’ kinesics and paralanguage affect customers’ negative

  13. Service quality, customer satisfaction and behavior intentions : Evidence from China’s telecommunication industry

    Microsoft Academic Search

    Yonggui Wang; Hing-Po Lo

    2002-01-01

    It is well known that service quality, customer satisfaction and customer value are becoming the most important factors of business success for either manufacturers or service providers. However, many different conclusions have been reached and related studies are rather fragmented, especially with regard to customer value. Furthermore, there are few related studies with service quality, customer satisfaction and customer value

  14. 77 FR 3843 - Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-01-25

    ...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...

  15. 75 FR 9277 - Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-03-01

    ...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...

  16. 77 FR 64382 - Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-19

    ...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...

  17. 77 FR 2349 - Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-01-17

    ...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...

  18. 75 FR 25320 - Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-05-07

    ...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...

  19. 76 FR 70827 - Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-15

    ...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....

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

    ERIC Educational Resources Information Center

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

    1999-01-01

    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…

  1. The Relationship between Earned Value Management Metrics and Customer Satisfaction

    ERIC Educational Resources Information Center

    Plumer, David R.

    2010-01-01

    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…

  2. Case-Based Free Text Evaluation for Customer Satisfaction Monitoring

    Microsoft Academic Search

    NICHOLAS EVANGELOPOULOS

    2005-01-01

    In this paper we show how free text can be rated against some desirable criteria in order to generate numerical input useful for the generation of control charts that monitor customer satisfaction. Following the general principles of Case-Based Reasoning, a Case-Based Free Text Evaluation (CBFTE) algorithm is developed and various parameters of interest are investigated. These include the document size

  3. Does customer satisfaction influence the relationship between earnings and firm value?

    Microsoft Academic Search

    Don O’Sullivan; John McCallig

    2009-01-01

    The aim of this study is to examine the influence of customer satisfaction on the stock market’s response to current earnings.\\u000a The study extends prior research on the value relevance of customer satisfaction to include the direct and indirect effects\\u000a of customer satisfaction on firm value. Utilizing an earning-based valuation model and data from the American Customer Satisfaction\\u000a Index (ACSI)

  4. Do the best companies to work for provide better customer satisfaction?

    Microsoft Academic Search

    Daniel H. Simon; Jed DeVaro

    2006-01-01

    Using data from both the American Customer Satisfaction Index (ACSI) and Fortune Magazine's lists of Best Companies, we examine the relationship between making the '100 Best' list and customer satisfaction. Based on a subset of the 100 Best in each year from 1994 to 2002, we find strong evidence that firms on the list earn higher customer satisfaction ratings than

  5. Linking internal marketing to employee perception of customer satisfaction: Evidence from a non-profit organization

    Microsoft Academic Search

    Nwamaka Augustina Anaza

    2010-01-01

    A central focus within consumer behavior has been the study of customer satisfaction. With a constantly changing economy, customer satisfaction has been accepted as the backbone of business sustainability and remains one of the most studied constructs in marketing. Despite its importance, researchers have demonstrated that the current study of customer satisfaction possesses a major flaw because of its failure

  6. Quality and customer satisfaction: A case study in Brazil

    NASA Astrophysics Data System (ADS)

    Barcellos, Paulo Fernando Pinto

    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.

  7. Beyond satisfaction: customer attachment to retail banks

    Microsoft Academic Search

    Abdullah Aldlaigan; Francis Buttle

    2005-01-01

    Purpose – This research paper seeks to investigate the different types of attachment that customers develop towards retail banks. Design\\/methodology\\/approach – The approach blends literature reviews, in addition to qualitative and quantitative methods. The primary research programme analyses data from seven focus groups, 39 one-on-one interviews and 1,058 individual consumer questionnaires. Findings – Identifies three forms of positive attachment, based

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

    E-print Network

    Grant, David Bruce

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

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

    ERIC Educational Resources Information Center

    Serenko, Alexander

    2011-01-01

    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.…

  10. Customers Satisfaction in Shipping Companies under Artificial Intelligence and Multicriteria Decision Analysis

    Microsoft Academic Search

    Loukeris Nikolaos

    Strategic Planning is formed considering customers satisfaction to maximise the market share. In shipping companies, the identification of satisfaction within clients is very difficult, thus satisfaction's prediction provides valuable information. Previous research in the field used techniques of multicriteria analysis, data mining and analytical&synthetical preference models. This research paper aims to define the most effective method to predict satisfaction, between

  11. Customer Satisfaction Assessment at the Pacific Northwest National Laboratory

    SciTech Connect

    Anderson, Dale N.; Sours, Mardell L.

    2000-03-20

    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.

  12. Customer satisfaction assessment at the Pacific Northwest National Laboratory

    SciTech Connect

    DN Anderson; ML Sours

    2000-03-23

    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.

  13. Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth

    Microsoft Academic Search

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

    2010-01-01

    Based on emotional contagion theory and the value–profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the

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

    E-print Network

    Li, Xiang

    2009-06-02

    Backman (Clemson), Mark Havitz (University of Waterloo, Canada), Timothy Jones (Nipissing University, Canada), Duarte Morais (Penn State), Mark Pritchard (Arizona State University), Stowe Shoemaker (University of Houston), and Sharyn Rundle-Thiele... INTRODUCTION..............................................................................................1 Justification for the Study ..........................................................................1 What Is Loyalty...

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

    Microsoft Academic Search

    Arne Floh; Horst Treiblmaier

    2006-01-01

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

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

    ERIC Educational Resources Information Center

    Shaheen, Amer N.

    2011-01-01

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

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

    Microsoft Academic Search

    Abdulkarim S. Al-Eisa; Abdulla M. Alhemoud

    2009-01-01

    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

  18. The Relationship among Brand Experience, Brand Image and Customer Satisfaction of Facebook Users in Indonesia

    Microsoft Academic Search

    Ida Yulianti

    2013-01-01

    This study examined relationships among brand experience, brand image and customer satisfaction by using Facebook as the research object. Facebook.com as the new communication media becomes popular around the world. Based on the main purpose of product and service to achieve customer satisfaction, the study indicated that brand experience and brand image had a positive influence to support that goal.

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

    Microsoft Academic Search

    Steven P. Brown; Son K. Lam

    2008-01-01

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

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

    Microsoft Academic Search

    Zhou Mingjian; Wang Hongxuan

    2010-01-01

    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

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

    ERIC Educational Resources Information Center

    Wright, Robert E.

    2008-01-01

    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…

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

    Microsoft Academic Search

    Florian v. Wangenheim; Heiner Evanschitzky; Maren Wunderlich

    2007-01-01

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

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

    Microsoft Academic Search

    Sascha Raithel; Marko Sarstedt; Sebastian Scharf; Manfred Schwaiger

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

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

    ERIC Educational Resources Information Center

    Pantouvakis, Angelos; Bouranta, Nancy

    2013-01-01

    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…

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

    ERIC Educational Resources Information Center

    Hom, Willard C.

    2002-01-01

    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…

  6. The impact of customer relationship management through implementation of information systems

    Microsoft Academic Search

    Edward C. S. Ku

    2010-01-01

    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

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

    Microsoft Academic Search

    Camilla M. Holmvall; Jasleen Sidhu

    2007-01-01

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

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

    NASA Astrophysics Data System (ADS)

    Cenglin, Yao

    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.

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

    E-print Network

    Maranas, Costas

    and Inventory Management Anshuman Gupta and Costas D. Maranas1 Department of Chemical Engineering quantitative guidelines for setting customer satisfaction levels and uncovering effective inventory management inventory depletion at the production sites and excessive shortage at the customer. A chance constraint

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

    Microsoft Academic Search

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

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

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

    Microsoft Academic Search

    Mickael Löthgren; Magnus Tambour

    1999-01-01

    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

  12. Customer satisfaction in Indian commercial banks through total quality management approach

    Microsoft Academic Search

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

    2010-01-01

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

  13. Academic Papers: Reoperationalising the loyalty framework

    Microsoft Academic Search

    James F. Petrick

    2005-01-01

    ABSTRACT KEYWORDS: loyalty, segmentation, psy- chological attachment, satisfaction, per- ceived value, intention to repurchase, cruise The purpose of this study was to operationalise loyalty as a segmentation tool utilising both psychological and behavioural measures (as sug- gested by Backman, 1988), while recognising the vast differences between the types of loyalty possible by,acknowledging,the differences between first time visitors and actual ‘loyal’

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

    Microsoft Academic Search

    Nelson Oly Ndubisi; Chan Kok Wah

    2005-01-01

    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

  15. High-speed internet service providers in Thailand: customer selection, satisfaction and loyalty

    Microsoft Academic Search

    Wisanan Ouparami

    2009-01-01

    High-speed internet or broadband internet, typically contrasted with dial-up access over a modem, is now an important access option for internet users for both work and everyday usage. As a result, the availability of high speed internet access is considered by international organisations to be a key to enhance levels of competitiveness and to sustain economic growth for many countries

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

    PubMed

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

    2014-09-01

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

  17. Loyalty: A Strategic Commitment

    Microsoft Academic Search

    John T. Bowen; Stowe Shoemaker

    1998-01-01

    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

  18. Student Satisfaction and the Customer Focus in Higher Education

    ERIC Educational Resources Information Center

    Mark, Eddie

    2013-01-01

    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…

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

    Microsoft Academic Search

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

    2000-01-01

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

  20. Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience

    Microsoft Academic Search

    T. Christopher Greenwell; Janet S. Fink; Donna L. Pastore

    2002-01-01

    It can be argued that customer satisfaction is at the centre of the marketing concept, and strategic planning of physical facilities has been found to influence consumer satisfaction. Considering the spectator sport industry has experienced a tremendous boom in the building of facilities, a better understanding of how facilities influence customers is warranted. A sample of 218 minor league ice

  1. QUALITY AND SAFETY CONDITIONS FOR CUSTOMER SATISFACTION ON THE WHOLE MEAT CHAIN: THE ORGANIZATION OF QUALITY COMMUNICATION SYSTEMS

    Microsoft Academic Search

    Cecilia Hernández; Ursula Rickert

    A focal point for the organizations is the customer satisfaction, for this reason the food organizations are using the Quality Management Systems on the food chain to achieve the customer satisfaction. Quality Management Systems have many commonalities, therefore is possible to somehow communicate them. In order to build strategies, an organization may decide to implement TQM and BSC. They provide

  2. Quality management practices and their relationship with customer satisfaction and productivity improvement

    Microsoft Academic Search

    Milé Terziovski

    2006-01-01

    Purpose – There is considerable confusion surrounding the applied role and business value of TQM. Anecdotal evidence and empirical studies in the literature suggest considerable variability in the performance of TQM. The purpose of the paper is to test the strength of the relationship between quality management practice and two key operational performance measures: productivity improvement and customer satisfaction. Design\\/methodology\\/approach

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

    ERIC Educational Resources Information Center

    Berglund, Kristin M.; Ludwig, Timothy D.

    2009-01-01

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

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

    ERIC Educational Resources Information Center

    Department of Defense Education Activity, 2011

    2011-01-01

    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…

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

    ERIC Educational Resources Information Center

    Liu, Rosa; Allmang, Nancy

    2008-01-01

    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…

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

    ERIC Educational Resources Information Center

    Department of Defense Education Activity, 2009

    2009-01-01

    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…

  7. Effect of E-Service Quality on Customer Online Repurchase Intentions

    ERIC Educational Resources Information Center

    Liu, Tung-Hsuan

    2012-01-01

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

  8. Demand chain management+response management=increased customer satisfaction

    Microsoft Academic Search

    David Walters

    2008-01-01

    Purpose – The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require specific customer service responses. Design\\/methodology\\/approach – The paper presents a conceptual model that is based on research into the applications of response management. Findings – This paper suggests validity of the proposed

  9. Developing innovative care models: the use of customer satisfaction scores.

    PubMed

    Stutts, A

    2001-06-01

    With the increased emphasis on accountability, cost, and quality in healthcare, models of care delivery are being restructured. The author examines the planning, implementation, and evaluation of a model of care delivery for neonates based on customer, staff nurse, nurse practitioner, and attending physician perceptions of care and their suggestions for improvement. PMID:11417168

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

    SciTech Connect

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

    1994-11-01

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

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

    PubMed

    Yanai, M

    2000-09-01

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

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

    Microsoft Academic Search

    Julie Abbott

    2003-01-01

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

  13. Personal computer brand loyalty

    Microsoft Academic Search

    Tyrone W. Jackson; Jeffrey M Perloff

    1996-01-01

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

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

    Microsoft Academic Search

    Soo Yeon Hong; Sung-Un Yang

    2009-01-01

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

  15. DoDEA 2010-11 Customer Satisfaction Survey. Executive Summary

    ERIC Educational Resources Information Center

    Department of Defense Education Activity, 2011

    2011-01-01

    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…

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

    PubMed Central

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

    2013-01-01

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

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

    PubMed Central

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

    2008-01-01

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

  18. Southwest Airlines: lessons in loyalty.

    PubMed

    D'Aurizio, Patricia

    2008-01-01

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

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

    Microsoft Academic Search

    Kurt Matzler; Hans H. Hinterhuber

    1998-01-01

    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

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

    PubMed

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

    2012-01-01

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

  1. Loyalty Program Scheme for Anonymous Payment Systems

    Microsoft Academic Search

    Arrianto Mukti Wibowo; Kwok Yan Lam; Gary S. H. Tan

    Loyalty program is a marketing effort by the merchant to keep customers loyal to their stores. It tries to keep track of the\\u000a purchasing-behavior of a customer by recording customer’s purchase information, including his credit card number, as a key\\u000a identifier to the customer. While it may benefit the customer, the drawback is that the privacy of the customer is

  2. The seven common pitfalls of customer service in hospitals.

    PubMed

    Domingo, Rene T

    2015-01-01

    Operating simultaneously like a repair shop, prison, and hotel, hospitals are prone to seven common pitfalls in customer service. Patient care is often fragmented, inscrutable, inflexible, insensitive, reactive, myopic, and unsafe. Hospitals are vying to be more high-tech, rather than high-touch even though staff engagement with patients rather than facilities and equipment strongly influence patient satisfaction. Unless processes, policies, and people are made customer-centered, the high quality of the hospital's human and hardware resources will not translate into high patient satisfaction and patient loyalty. PMID:26058286

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

    ERIC Educational Resources Information Center

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

    2012-01-01

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

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

    PubMed

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

    2014-04-01

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

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

    PubMed

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

    2009-01-01

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

  6. 78 FR 66750 - Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-06

    ...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...

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

    Microsoft Academic Search

    Jiang Chang-bin

    2010-01-01

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

  8. Showing the Love: Predictors of Student Loyalty to Undergraduate Institutions

    ERIC Educational Resources Information Center

    Vianden, Jörg; Barlow, Patrick J.

    2014-01-01

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

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

    Microsoft Academic Search

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

    2003-01-01

    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

  10. Whistleblowing and employee loyalty

    Microsoft Academic Search

    Robert A. Larmer

    1992-01-01

    Discussions of whistleblowing and employee loyalty usually assume either that the concept of loyalty is irrelevant to the issue or, more commonly, that whistleblowing involves a moral choice in which the loyalty that an employee owes an employer comes to be pitted against the employee's responsibility to serve public interest. I argue that both these views are mistaken and propose

  11. Your loyalty program is betraying you.

    PubMed

    Nunes, Joseph C; Drèze, Xavier

    2006-04-01

    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

  12. 78 FR 3499 - Proposed Collection; Comment Request on Information Collection Tools Relating to Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-01-16

    ...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:...

  13. 78 FR 46594 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-08-01

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

  14. Brand Loyalty and Market Equilibrium

    Microsoft Academic Search

    Birger Wernerfelt

    1991-01-01

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

  15. The causal chain of loyalty

    Microsoft Academic Search

    Manel KHADRAOUI; Jamel-Eddine GHARBI; Michel Plaisent

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

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

    ERIC Educational Resources Information Center

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

    2012-01-01

    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…

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

    ERIC Educational Resources Information Center

    Gaidukova, G. N.

    2014-01-01

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

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

    PubMed

    Lee, Mengshan; Tansel, Berrin

    2013-10-15

    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

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

    ERIC Educational Resources Information Center

    Washburn, Dava Michelle

    2009-01-01

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

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

    Microsoft Academic Search

    R. H Helm; K Ravi

    2003-01-01

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

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

    NASA Astrophysics Data System (ADS)

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

    2001-04-01

    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.

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

    ERIC Educational Resources Information Center

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

    2014-01-01

    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…

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

    ERIC Educational Resources Information Center

    Picazo-Vela, Sergio

    2010-01-01

    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

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

    E-print Network

    Goodson, Kyla Judene

    2000-01-01

    and staff of the Department of Animal Science. Their collective enthusiasm, support, and love provided to me during the difficult times is unequalled and has had a great impact on me. I would particularly like to thank Pam McConal, for whom I never made... that consumers desired. The beef industry reaches its consumers through products they purchase and prepare in their homes or purchase in food service establishments. With each beef encounter, the customer forms a positive, negative, or neutral impression...

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

    E-print Network

    Anshari, Muhammad; Low, Patrick Kim Cheng

    2012-01-01

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

  6. Customer needs, expectations, and satisfaction with clinical neurophysiology services in Ireland: a case for tele-neurophysiology development.

    PubMed

    Fitzsimons, M; Ronan, L; Murphy, K; Browne, G; Connolly, S; McMenamin, J; Delanty, N

    2004-01-01

    Although equitable access to services should be based on need, geographical location of patients and their clinicians can give rise to inequalities in healthcare delivery. Development of tele-medicine services can improve equity of access. The specialty of Clinical Neurophysiology (CN), currently under-developed in Ireland provides an example of such potential. This study aimed to determine the needs, expectations, and satisfaction of CN customers, namely patients and referring clinicians. The goal was to examine geographical impediments to access that might be addressed by the introduction of tele-neurophysiology. Two customer surveys were conducted: CN referring clinicians and CN patients. Thirty-one North Western Health Board (NWHB) consultant clinicians responded to a postal survey. Distance and delays caused by long waiting lists were felt to deter or make CN referral irrelevant. Ninety-seven percent believed the lack of a local service negatively impacts on patient management and 93% would welcome the introduction of a tele-neurophysiology service. The geographical location of patient's residence and/or the location of the referring clinician's practice influenced waiting lists for CN. Fifty-eight (105/182) percent of patients living in a region with a CN service compared to 39% (50/128) of those living in a region with no service received an appointment within one month. In addition to the current insufficient CN service capacity in Ireland, these surveys highlighted geographical inequities. Tele-neurophysiology has the potential to speed-up diagnosis, result in more patients being appropriately investigated and be fairer to patients. PMID:15490998

  7. Customized rating assessment of climate suitability (CRACS): climate satisfaction evaluation based on subjective perception

    NASA Astrophysics Data System (ADS)

    Lin, Tzu-Ping; Yang, Shing-Ru; Matzarakis, Andreas

    2015-04-01

    Climate not only influences the behavior of people in urban environments but also affects people's schedules and travel plans. Therefore, providing people with appropriate long-term climate evaluation information is crucial. Therefore, we developed an innovative climate assessment system based on field investigations conducted in three cities located in Northern, Central, and Southern Taiwan. The field investigations included the questionnaire surveys and climate data collection. We first analyzed the relationship between the participants and climate parameters comprising physiologically equivalent temperature, air temperature, humidity, wind speed, solar radiation, cloud cover, and precipitation. Second, we established the neutral value, comfort range, and dissatisfied range of each parameter. Third, after verifying that the subjects' perception toward the climate parameters vary based on individual preferences, we developed the customized rating assessment of climate suitability (CRACS) approach, which featured functions such as personalized and default climate suitability information to be used by users exhibiting varying demands. Finally, we performed calculations using the climate conditions of two cities during the past 10 years to demonstrate the performance of the CRACS approach. The results can be used as a reference when planning activities in the city or when organizing future travel plans. The flexibility of the assessment system enables it to be adjusted for varying regions and usage characteristics.

  8. Employee Satisfaction: Does Kano's Model Apply?

    Microsoft Academic Search

    Kurt Matzler; Matthias Fuchs; Astrid Schubert

    2004-01-01

    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

  9. Research on Identification Method of Key Customer Based on CRM

    Microsoft Academic Search

    Yanhui Wang

    2010-01-01

    The thesis first defined the conception of key customer, then set up key customer identification method based on customer value, customer loyalty degree and customer polymerization degree. The method adopted the analytic hierarchy process method to determine the weight of each index. The key customer is classified into three kinds, which include not only single key customers, but also the

  10. Patient loyalty model.

    PubMed

    Sumaedi, Sik; Bakti, I Gede Mahatma Yuda; Rakhmawati, Tri; Astrini, Nidya Judhi; Yarmen, Medi; Widianti, Tri

    2015-07-01

    Purpose - This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. Design/methodology/approach - The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings - The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. Research limitations/implications - The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Practical implications - Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. Originality/value - This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust. PMID:26083638

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

    PubMed

    Moreira, Antonio Carrizo; Silva, Pedro Miguel

    2015-01-01

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

  12. 77 FR 49831 - Agency Information Collection Activities; Proposed Collection, Comments Requested; Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-08-17

    ...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...

  13. 77 FR 36293 - Agency Information Collection Activities; Proposed Collection, Comments Requested: Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-18

    ...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...

  14. Model construction of nursing service satisfaction in hospitalized tumor patients

    PubMed Central

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

    2014-01-01

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

  15. Satisfaction = Revenue.

    ERIC Educational Resources Information Center

    Johannesen, Rhonda

    1999-01-01

    Colleges and universities are turning increasingly to private real estate and property management companies to boost customer satisfaction with, and income from, student housing. Issues to be considered are examined, including the market profile, facility types and needs, maintenance and housekeeping, communications technology, complementary…

  16. 76 FR 8371 - Notice Correction; Generic Submission of Technology Transfer Center (TTC) External Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-02-14

    ...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...

  17. 77 FR 41798 - Agency Information Collection Activities; Proposed Collection, Comments Requested: CRS Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-07-16

    ...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...

  18. 75 FR 29567 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-05-26

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

  19. Customer Service: Another Side of TQM.

    ERIC Educational Resources Information Center

    Sirkin, Arlene Farber

    1993-01-01

    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…

  20. Grocery retail loyalty program effects: self-selection or purchase behavior change?

    Microsoft Academic Search

    Lars Meyer-Waarden; Christophe Benavent

    2009-01-01

    In the retail sector, consumers typically patronize multiple outlets for a variety of products, which raises the important\\u000a issue of how outlets can gain a greater share of consumer expenditures. One such way is to increase repeat purchases through\\u000a loyalty programs. This article examines the impact of loyalty programs, which target existing customers, on repurchase behavior\\u000a in grocery stores. It

  1. 26 Admap February 2004 World Advertising Research Center 2004 focusCRM&loyalty

    E-print Network

    Boyer, Edmond

    to brand websites consists of medium-to-high-value customers ­ the customers who buy the most from you26 Admap · February 2004 © World Advertising Research Center 2004 focusCRM&loyalty brand sites, praise your brand to their friends, and are often first to try your new products, or at least

  2. Airline Passengers' Satisfaction with Airports 

    E-print Network

    Kim, Hyun Joo

    2012-02-14

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

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

    PubMed

    Gu, Xiuzhu; Itoh, Kenji

    2015-04-01

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

  4. Winning loyalty with a vision and a corporate soul.

    PubMed

    Piper, Llewellyn Edward

    2005-01-01

    This article provides insight and practical application for how to improve patient satisfaction and loyalty through a vision with a corporate soul. This article shows from actual experience that the chief executive officer must set the vision for the organization. The vision is key to an organization's ability to win loyalty. Without a vision to become great, an organization will never fulfill its potential to best serve its community. Essential to the vision is developing a corporate soul that embraces the intangibles of the human spirit of sensing the needs of others through meaning, purpose, empathy, caring, and sharing. Although recognizing that the tangibles of revenue, expenses, patient volume, and profit margin are necessary, addressing the intangibles is critical to long-term sustainability. PMID:16284523

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

    E-print Network

    Chow, Jim, 1972-

    2004-01-01

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

  6. 77 FR 20887 - Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-04-06

    ...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...

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

    ERIC Educational Resources Information Center

    Nesset, Erik; Helgesen, Oyvind

    2009-01-01

    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

  8. Grantee Satisfaction Survey. Final Report, August 2008

    ERIC Educational Resources Information Center

    US Department of Education, 2008

    2008-01-01

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

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

    NASA Astrophysics Data System (ADS)

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

    2014-09-01

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

  10. 77 FR 19673 - Proposed Collection; Comment Request; Generic Clearance To Conduct Voluntary Customer/Partner...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-04-02

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

  11. 76 FR 2395 - Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-01-13

    ...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...

  12. 77 FR 34391 - Submission for OMB Review; Comment Request Generic Clearance to Conduct Voluntary Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-11

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

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

    PubMed

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

    2015-02-01

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

  14. Attitudinal Loyalty - Personality trait or brand specific?

    Microsoft Academic Search

    Rebekah Bennett; Sharyn Rundle-Thiele

    2000-01-01

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

  15. Party loyalty in Saskatchewan: A research brief

    E-print Network

    Saskatchewan, University of

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

  16. Comparing complete and partial classification for identifying customers at risk

    Microsoft Academic Search

    Josee M. m. Bloemer; Tom Brijs; Koen Vanhoof; Gilbert Swinnen

    2003-01-01

    This paper evaluates complete versus partial classification for the problem of identifying customers at risk. We define customers at risk as customers reporting overall satisfaction, but these customers also possess characteristics that are strongly associated with dissatisfied customers. This definition enables two viable methodological approaches for identifying such customers, i.e. complete and partial classification. Complete classification entails the induction of

  17. 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

    Robert Nash; Maree Thyne; Sylvie Davies

    2006-01-01

    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

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

    Microsoft Academic Search

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

    2001-01-01

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

  19. Business Traveler Satisfaction with Hotel Service Encounters

    Microsoft Academic Search

    Evita Yung; Andrew Chan

    2002-01-01

    This study examines customer satisfaction with a series of hotel services. Five service encounters were examined in a sample of business travelers (n = 140) who had stayed in Hong Kong hotels. Overall satisfaction and repurchase intention were differentially impacted by the various service encounters. Business center encounters had the greatest effect on business traveler satisfaction, followed by check-out and

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

    NASA Astrophysics Data System (ADS)

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

    2014-12-01

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

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

    NASA Astrophysics Data System (ADS)

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

    2011-10-01

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

  2. 77 FR 26043 - Agency Information Collection Activities; Proposed collection; Comments Requested: CRS Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-05-02

    ...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...

  3. Customization for tool design

    SciTech Connect

    Michaelson, B.

    1985-10-01

    ICEMDDN capabilities have been adapted to the specific needs of the tool designer for creation of tool and gage designs. A customized graphic system allows the designer to concentrate on the design task, not on the mechanics of the graphs system. Prerequisites of customization include management support, user acceptance, user contributions, CAD/CAM operations support and cooperation from Control Data Corporation. Benefits from customization included a measurable increase in design production, better completion schedules, high quality drawings with better accuracy, and job satisfaction from participation in system development and improvement.

  4. 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)

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

    2011-10-01

    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.

  5. Delivering astounding customer service

    SciTech Connect

    Hedden, B.

    1995-05-01

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

  6. The persistence of excess brand loyalty over multiple years

    Microsoft Academic Search

    Vipul Pare; John Dawes

    2012-01-01

    This study examines the extent to which packaged-goods brands exhibit excess loyalty over a multi-year period. Brand loyalty\\u000a for 300 brands in 20 UK product categories are compared to theoretically expected loyalty levels calculated using the Dirichlet\\u000a model. Results show that while many brands show excess loyalty in a particular year (31%), fewer of them (25% and 22%) exhibit\\u000a excess

  7. The Value of Destination Loyalty: Myth or Reality?

    Microsoft Academic Search

    Robertico Croes; Amir Shani; Andrew Walls

    2010-01-01

    Given the growing appeal of the concept of destination loyalty in tourism marketing, it is highly important to investigate the travel expenditures of loyal vs. non- or less loyal visitors. Adopting the behavioral approach to loyalty, this study examines the spending patterns of visitors to Kissimmee-St. Cloud, while comparing between the different loyalty segments: no previous visit, one previous visit,

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

    ERIC Educational Resources Information Center

    Leigh, David

    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…

  9. Understanding customer experience.

    PubMed

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    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

  10. Loyalty and Creativity in a Disciplinary Organization

    ERIC Educational Resources Information Center

    Kirkhaug, Rudi

    2009-01-01

    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…

  11. Focusing on customer service.

    PubMed

    1996-01-01

    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

  12. Expectations, Performance, and Citizen Satisfaction with Urban Services

    ERIC Educational Resources Information Center

    Van Ryzin, Gregg G.

    2004-01-01

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

  13. The development of an employee satisfaction model for higher education

    Microsoft Academic Search

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

    2006-01-01

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

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

    PubMed

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

    2012-09-01

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

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

    Microsoft Academic Search

    Xiang Li; James F. Petrick

    2008-01-01

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

  16. Customer care in the NHS.

    PubMed

    Ruddick, Fred

    2015-01-20

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

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

    PubMed

    Lawrence, Daphne

    2009-08-01

    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

  18. Development of the physician satisfaction survey instrument.

    PubMed

    Soo Hoo, W E; Ramer, L

    1998-01-01

    Continuous quality improvement (CQI) activities depend on valid and reliable instruments to generate data. An evaluation of internal and external customer satisfaction is one of the pillars of the CQI process. This article describes the development of a valid and reliable instrument for measuring physicians' satisfaction with the orthopedic nursing units at a major medical trauma center. The physician satisfaction survey instrument was found to be internally consistent (alpha = .95). Confirmatory factor analysis revealed that 68% of the variance in physician satisfaction scores (eigenvalue = 8.14) was explained by using a single-factor model. PMID:10181899

  19. Networked Healthcare The network is the customer: Setting the stage for fundamental change in pharmaceutical sales and marketing

    Microsoft Academic Search

    Marc Pesse; Pablo Erat; Anna Erat

    What will the marketing and sales organisation of a typical pharmaceutical company look like in 5 years ' time? What activities will they be conducting? Who will be their customers? Crucially, how are they going to address the challenges the industry is facing, such as declining physician access, limited customer loyalty, downward pricing pressure and low levels of public trust?

  20. Prescription loyalty behavior of physicians: an empirical study in India

    Microsoft Academic Search

    Kareem Abdul Waheed; Mohammad Jaleel; Mohammed Laeequddin

    2011-01-01

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

  1. Loyalty: Why Is It so Problematic in Athletics?

    ERIC Educational Resources Information Center

    Stoll, Sharon Kay

    2012-01-01

    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…

  2. Is Giving Scholarship Worth the Effort? Loyalty among Scholarship Recipients

    ERIC Educational Resources Information Center

    Nurlida, Ismail

    2015-01-01

    To stay ahead of competition, a significant factor has now become of significance; student loyalty towards higher learning institutions. Hence, scholarship recipients have the expectation to demonstrate a certain degree of loyalty towards their education sponsor. In addition, they play an important role as opinion leaders and walking advertisement…

  3. Modeling Antecedents of Student Loyalty in Higher Education

    ERIC Educational Resources Information Center

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

    2012-01-01

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

  4. Customer Dissatisfaction Index and its Improvement Costs

    NASA Astrophysics Data System (ADS)

    Lvovs, Aleksandrs; Mutule, Anna

    2010-01-01

    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.

  5. Service quality perspectives and satisfaction in private banking

    Microsoft Academic Search

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

    2000-01-01

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

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

    PubMed

    Jepson, S

    1997-01-01

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

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

    E-print Network

    Sen, Avijit

    2009-01-01

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

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

    Microsoft Academic Search

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

    2008-01-01

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

  9. Modeling the Evaluation of Customer Based Brand Equity of Two Wheeler

    Microsoft Academic Search

    David Sam Jayakumar G. S; John Thomas Bejoy

    2012-01-01

    This paper made an attempt to evaluate the customer based brand equity for two wheeler segment in India with special reference to the largest selling bike brand Hero Honda. Aaker’s model of Brand equity was adopted which incorporated the four assets namely Brand Awareness, Brand Loyalty, Perceived Quality and Brand Association in the research study. The study was conduct in

  10. Training Equals Staff Loyalty at Paramount

    ERIC Educational Resources Information Center

    Education & Training, 2002

    2002-01-01

    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.

  11. Brand loyalty, patients and limited generic medicines uptake.

    PubMed

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

    2014-06-01

    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

  12. The role of employee effort in satisfaction with service transactions

    Microsoft Academic Search

    Mary Jo Bitner

    1995-01-01

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

  13. Innovativeness and involvement as determinants of website loyalty: II. Determinants of consumer loyalty in B2C e-commerce

    Microsoft Academic Search

    Hui-Chih Wang; John G. Pallister; Gordon R. Foxall

    2006-01-01

    This paper is the second of the series of studies entitled “Innovativeness and Involvement as Determinants of Website Loyalty”, which was designed to test Foxall's [(1995). Cognitive styles of consumer initiators. Technovation 15(5), 269–288] style\\/involvement model in the context of Internet buyer behaviours. In this paper, a consumer Website loyalty model was proposed to describe how consumer transfer their existing

  14. Consumer's Socio-Demographic Characteristics and Satisfaction with Services in the Airline Industry

    Microsoft Academic Search

    Philemon Oyewole

    2001-01-01

    In view of its importance in successful marketing, understanding what determines customer satisfaction and knowing what variables and\\/or factors relate to it is an on-going preoccupation of researchers and practitioners alike. What is investigated in this paper is whether demographic variables influence customer satisfaction with services in the airline industry the way they influence several other aspects of consumer behavior.

  15. Evaluating customer support during new product development—An exploratory study

    Microsoft Academic Search

    Keith Goffin

    1998-01-01

    Anyone who has struggled with a balky computer understands the importance of product support. Useful support for a high-tech product may take various forms, including installation, documentation, field service, user training, and product upgrades. All these forms of support share a common goal: achieving customer satisfaction with the product. To increase the likelihood of customer satisfaction with a high-tech product,

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

    E-print Network

    Whitt, Ward

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

  17. The California Loyalty Oath Digital Collection

    NSDL National Science Digital Library

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

  18. A CONJOINT ANALYSIS OF ONLINE CONSUMER SATISFACTION1

    Microsoft Academic Search

    L. Christian Schaupp; France Bélanger

    2005-01-01

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

  19. 42 CFR 61.14 - Separate consideration of information concerning moral character or loyalty.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ...consideration of information concerning moral character or loyalty. 61.14 Section 61...consideration of information concerning moral character or loyalty. No information in the...Public Health Service concerning the moral character or loyalty of a fellow will be made...

  20. Assessment of satisfaction with computer training in a healthcare setting.

    PubMed

    Henderson, R; Deane, F

    1995-01-01

    The use of computers in healthcare settings has become increasingly common. However, issues of training and training assessment have received scant attention. The main aim of the current study was to assess the use of consumer satisfaction data for evaluation and development of computer training packages in healthcare settings. One hundred and thirty-six randomly selected people completed a brief satisfaction questionnaire at the completion of computer training. The effects of different teachers, course duration, course complexity, and changes in satisfaction over time were examined. The use of a customer satisfaction approach to training evaluation is discussed. PMID:7562072

  1. Close Look at Hybrid Vehicle Loyalty and Ownership

    SciTech Connect

    Hwang, Ho-Ling [ORNL] [ORNL; Chin, Shih-Miao [ORNL] [ORNL; Wilson, Daniel W [ORNL] [ORNL; Oliveira Neto, Francisco Moraes [ORNL] [ORNL; Taylor, Rob D [ORNL] [ORNL

    2013-01-01

    In a news release dated April 9, 2012, Polk stated that only 35% of hybrid owners bought a hybrid again when they returned to market in 2011. These findings were based on an internal study conducted by Polk. The study also indicated that if repurchase behavior among the high volume audience of Toyota Prius owners wasn t factored in; hybrid loyalty would drop to under 25%. This news release has generated a lot of interest and concern by the automobile industry as well as consumers, since it was published, and caused many to think about the idea of hybrid loyalty as well as factors that influence consumers. Most reactions to the 35% hybrid loyalty dealt with concerns of the viability of hybrid technology as part of the solution to address transportation energy challenges. This paper attempts to shed more light on Polk s hybrid loyalty study as well as explore several information sources concerning hybrid loyalty status. Specifically, major factors that might impact the selection and acquisition of hybrid vehicles are addressed. This includes investigating the associations between hybrid market shares and influencing factors like fuel price and hybrid incentives, as well as the availability of hybrid models and other highly fuel efficient vehicle options. This effort is not in-depth study, but rather a short study to see if Polk s claim could be validated. This study reveals that Polk s claim was rather misleading because its definition of loyalty was very narrow. This paper also suggests that Polk s analysis failed to account for some very important factors, raising the question of whether it is fair to compare a vehicle drive train option (which hybrids are) with a vehicle brand in terms of loyalty and also raises the question of whether hybrid loyalty is even a valid point to consider. This report maintains that Polk s study does not prove that hybrid owners were dissatisfied with their vehicles, which was a common theme among reporting news agencies when Polk initially released their findings. In this brief review, the team has looked at factors that might contribute to a consumer choosing to not purchase a hybrid; including the increase in manufacture s overall vehicle mpg and the percentage of the vehicle market owned by hybrids.

  2. MESA 2007MESA 2007MESA 2007MESA 2007 Panel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land

    E-print Network

    Paris-Sud XI, Université de

    MESA 2007MESA 2007MESA 2007MESA 2007 Panel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle EastPanel :Before Nationalism: Land and Loyalty in the Middle East The tribal territory

  3. Filipino Parents' School Choice and Loyalty: A Factor Analysis

    ERIC Educational Resources Information Center

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

    2008-01-01

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

  4. Exit, voice and loyalty: Analytic and empirical developments

    Microsoft Academic Search

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

    2000-01-01

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

  5. Loyalty to Computer Terminals: Is it Anthropomorphism or Consistency?

    ERIC Educational Resources Information Center

    Sundar, S. Shyam

    2004-01-01

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

  6. Resource Investments and Loyalty to Recreational Sport Tourism Event

    Microsoft Academic Search

    Isao Okayasu; Haruo Nogawa; Duarte B. Morais

    2010-01-01

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

  7. Exit and Voice: Organizational Loyalty and Dispute Resolution Strategies

    ERIC Educational Resources Information Center

    Hoffmann, Elizabeth A.

    2006-01-01

    This study compares workplace dispute resolution strategies (exit, voice and toleration) in matched pairs of conventional and worker-owned cooperative organizations operating in three industries--coal mining, taxicab driving and organic food distribution. Building on Hirschman's classic exit, voice and loyalty thesis, this research demonstrates…

  8. Cultural Awareness and Ethnic Loyalty among Mexican American College Students.

    ERIC Educational Resources Information Center

    Arbona, Consuelo; And Others

    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…

  9. Career Adaptability, Turnover and Loyalty during Organizational Downsizing

    ERIC Educational Resources Information Center

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

    2011-01-01

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

  10. A case study in solving customer complaints based on the 8Ds method and Kano model

    Microsoft Academic Search

    Hsiang-Ru Chen; Bor-Wen Cheng

    2010-01-01

    Service economics is growing in importance, and satisfying customers is a major objective of enterprises. Product or service quality involves knowing what the customers’ needs are and how to fulfill those needs to meet their expectations and requirements, especially when customer complaints appear. In this study, the Kano model is used to distinguish various product and service satisfaction or dissatisfaction

  11. 75 FR 47738 - Acknowledgment Letters for Customer Funds and Secured Amount Funds

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-08-09

    ...Depository to release customer funds or secured amount...established certain definitions of ``small entities...invest our Commodity Customers' funds in money market...and make payment in satisfaction thereof by the close...invest our Commodity Customers' funds must not...

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

    ERIC Educational Resources Information Center

    Tosti, Donald T.; Stotz, Rodger

    2000-01-01

    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…

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

    E-print Network

    Lee, Ji Yeon

    2010-01-16

    and out-of-town visitors, attracting and keeping a flow of visitors has been of great importance for both the festival organizers and destination marketing organizations. In this respect, identification with and retention of loyal visitors who...

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

    E-print Network

    Lee, Ji Yeon

    2010-01-16

    the affective and psychological processes within the Mehrabian-Russell (M-R) model. Specifically, this study explored how emotions engendered through tourism product consumption influence visitors' psychological attachment, evaluations of their festival...

  15. Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland

    Microsoft Academic Search

    Heikki Karjaluoto; Lasse Jarvenpaa; Ville Kauppi

    2009-01-01

    This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between

  16. Relationship between Whistle-Blowing and Job Satisfaction and Organizational Loyalty at Schools in Turkey

    ERIC Educational Resources Information Center

    Gokce, Asiye Toker

    2013-01-01

    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…

  17. [Patient satisfaction in a laboratory test collection unit].

    PubMed

    de Moura, Gisela Maria Schebella Souto; Hilleshein, Eunice Fabiani; Schardosim, Juliana Machado; Delgado, Kátia Simone

    2008-06-01

    This exploratory descriptive study aimed at identifying customer satisfaction attributes in the field of laboratory tests. Data were collected in 2006, using 104 interviews in a laboratorial unit inside a teaching hospital, using the critical incident technique, and submitted to content analysis. Three attribute categories were identified: time spent in waiting for care, interpersonal contact, and technical skills. These results subsidize the assessment of the current satisfaction survey tool, and point to its reformulation. They also allow the identification of improvement needs in customer attention, and provide elements to be taken into account in personnel selection, training programs, personnel performance assessment. PMID:18822760

  18. Building brand loyalty through managing brand community commitment

    Microsoft Academic Search

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

    2011-01-01

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

  19. 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)

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

    2002-03-01

    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.

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

    Microsoft Academic Search

    Kyungjin Kim

    2009-01-01

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

  1. The variables of effecting customer loyalty in Chinese online game market

    Microsoft Academic Search

    Yong Xiang; Sang Chul Lee; Xiaofeng Li

    2005-01-01

    Since the early 2000's, the online games have been recognized as a major profit model within e-commerce and have been developed into the core of the world cultural industries. However, Chinese online game industry has encountered higher competition in global market. To survive successfully in today's competitive online game markets, Chinese online game companies need to determine what motivates their

  2. Factors influencing parents’ choice of school for their children in Botswana: marketing strategy for customer loyalty

    Microsoft Academic Search

    Nonofo Constance Losike-Sedimo

    2011-01-01

    This study explored the market for a new School for preschool to grade 12 in the capital and surrounding towns\\/villages. It considered twelve factors that may affect the viability of the proposed project at the designated location. These factors were availability of children under seven years in the location and its catchments area, the role distance played in choosing a

  3. A Ubiquitous NFC Solution for the Development of Tailored Marketing Strategies Based on Discount Vouchers and Loyalty Cards

    PubMed Central

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

    2013-01-01

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

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

    Microsoft Academic Search

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

    2010-01-01

    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

  5. Establishing an inventory management process to meet high customer service levels in a vaccines organization

    E-print Network

    Wonsowicz, Johanna Christine

    2010-01-01

    Inventory management is a complex aspect of Supply Chain Management that is frequently discussed and debated due to the fact that it has a high impact on customer satisfaction as well as financial performance. This thesis ...

  6. 42 CFR 61.17 - Termination on grounds other than those relating to moral character or loyalty.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... Termination on grounds other than those relating to moral character or loyalty. 61.17 Section 61.17 Public Health... Termination on grounds other than those relating to moral character or loyalty. The Surgeon General may terminate a...

  7. Disconfirmation Theory: An Approach to Student Satisfaction Assessment in Higher Education.

    ERIC Educational Resources Information Center

    Franklin, Kathy Kramer; Shemwell, Donald W.

    This study investigated student satisfaction at a comprehensive regional university using a questionnaire grounded in the disconfirmation theory of customer satisfaction. A total of 165 students enrolled in business courses were surveyed at the beginning of the semester regarding their expectations of the university, with 104 students completing…

  8. Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context

    ERIC Educational Resources Information Center

    Thomas, James L.; Cunningham, Brent J.

    2009-01-01

    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…

  9. Relationships between service quality and behavioral outcomes : A study of private bank customers in Germany

    Microsoft Academic Search

    Ugur Yavas; Martin Benkenstein; Uwe Stuhldreier

    2004-01-01

    This study examines the nature of relationships between service quality, background characteristics, and satisfaction and selected behavioral outcomes by using retail banking in Germany as its setting. Study results show that service quality is at the root of customer satisfaction and is linked to such behavioral outcomes as word of mouth, complaint, recommending and switching. However, different aspects of service

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

  11. 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

    2010-10-01

    ...continue award on grounds relating to moral character or loyalty; hearing. 61.16 Section...continue award on grounds relating to moral character or loyalty; hearing. If...for the questions pertaining to moral character or loyalty. Any such request for a...

  12. Building Loyalty to Online Communities though Bond and Identity-based Attachment to Sub-groups

    E-print Network

    Mankoff, Jennifer

    Building Loyalty to Online Communities though Bond and Identity-based Attachment to Sub-groups Yla Researchers and theorists have proposed that feelings of attachment to subgroups within a larger online community or site can increase users' loyalty to the site. They have identified two types of attachment

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

    Microsoft Academic Search

    William H. Turnley; Daniel C. Feldman

    1999-01-01

    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

  14. Exploring Consumer Fanaticism: A Fresh Perspective On The Concept Of Loyalty

    Microsoft Academic Search

    Emily Chung; Francis Farrelly; Michael Beverland

    2005-01-01

    Consumers often form close relationships with brands. Indeed, some brands have fanatical followers whose commitment to the brand transcends common levels of loyalty often depicted in the literature. Although this intense form of loyalty has received little empirical attention in consumer research, it is a concept well established particularly within the sports sociology and social psychology contexts. This exploratory paper

  15. The relationships of fashion leadership, fashion magazine content and loyalty tendency

    Microsoft Academic Search

    Lauren R. Bailey; Yoo-Kyoung Seock

    2010-01-01

    Purpose – The purpose of this study is to examine the influence of fashion magazine content on consumer loyalty behavior and to analyze the differences in fashion magazine content preference and loyalty tendency toward fashion magazines among the identified fashion consumer groups according to their level of fashion innovativeness and opinion leadership. Design\\/methodology\\/approach – A structured questionnaire was developed to

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

    Microsoft Academic Search

    Nor Asiah Omar; Rosidah Musa

    2011-01-01

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

  17. Professional and Institutional Morality: Building Ethics Programmes on the Dual Loyalty of Academic Professionals

    ERIC Educational Resources Information Center

    Nijhof, Andre; Wilderom, Celeste; Oost, Marlies

    2012-01-01

    Most professionals have the arduous task of managing their own dual loyalty: in one contextual relationship, they are members of a profession while simultaneously they are employed as members of a locally established organisation. This sense of a dual loyalty has to be taken into account when professional bureaucracies develop ethics programmes.…

  18. Country of origin, national loyalty and product choice : The case of international air travel

    Microsoft Academic Search

    E. R. Bruning

    1997-01-01

    Addresses the role national loyalty plays in determining international air carrier selection. Based on the literatures in country of origin, consumer ethnocentrism and social identity theory, develops a theoretical model which links social self-identity with national loyalty and consumer ethnocentrism. Assesses respondent carrier preferences using an ordered probit analysis of a sample of 427 travellers at a large Canadian airport

  19. Customer-focused rating system of supplier quality performance

    Microsoft Academic Search

    Chee-Cheng Chen; Tsu-Ming Yeh; Ching-Chow Yang

    2004-01-01

    This paper establishes an objective-orientation driven supplier customer satisfaction performance rating system. The purpose is to provide a methodology for “integrating supplier and manufacturer capabilities and applying different strategies for quality improvement”. This study was undertaken to specify the interaction and mutual movement among three groups in the supply chain “Supplier-Manufacturer-Customer” and integrate the results from four factors: incoming inspection,

  20. Product and service delivery satisfaction among North American cruise passengers

    Microsoft Academic Search

    Victor B Teye; Denis Leclerc

    1998-01-01

    Although researchers have, during the past decade, become increasingly interested in customer satisfaction and service quality issues, very little of the research has been devoted to the tourist industry. The cruise line industry, which is among the fastest growing sectors of the leisure market, has hardly received any research attention. This paper discusses the importance of the cruise product and

  1. The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.

    PubMed

    Chen, Yuwen; Fu, Frank Q

    2015-01-01

    This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting. PMID:25751316

  2. 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

    Chang, Chia-Chi; Chen, Hui-Yun

    2009-02-01

    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

  3. Decision making of customer retention based on customer identification

    Microsoft Academic Search

    Yan Luo

    2011-01-01

    This paper proposes the theoretical framework and model of decision making of customer retention based on customer identification. First, it proposes the 3-dimentional framework model of customer identification, which incorporates the dimensions of Customer Lifetime Value, Customer Perceived Value, and Accessibility under Competition. Second, it analyses the significance of customer identification to customer retention theoretically through establishing customer identification model.

  4. Identifying, meeting, and assessing customer expectations

    SciTech Connect

    Danner, T.A.

    1995-02-01

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

  5. The effects of selected visual cues on tourists' perceptions of quality and satisfaction, and on their behavioral intentions

    E-print Network

    Tomas, Stacy Renee

    2008-10-10

    to have such a wonderful family. Dad, thanks for all the long chats over coffee via phone. Whenever I need advice, I know I can count on you. Coffee and crossword puzzles will always be some of my favorite memories. Mom, thanks for always caring... visitation, positive word of mouth, and enhanced customer loyalty. 3 Thus, recent research in both fields has focused on better understanding these constructs, and on exploring their interrelationships ( Parasuraman, Zeithaml, and Berry, 1985; Parasuraman...

  6. The effects of selected visual cues on tourists' perceptions of quality and satisfaction, and on their behavioral intentions

    E-print Network

    Tomas, Stacy Renee

    2009-05-15

    to have such a wonderful family. Dad, thanks for all the long chats over coffee via phone. Whenever I need advice, I know I can count on you. Coffee and crossword puzzles will always be some of my favorite memories. Mom, thanks for always caring... visitation, positive word of mouth, and enhanced customer loyalty. 3 Thus, recent research in both fields has focused on better understanding these constructs, and on exploring their interrelationships ( Parasuraman, Zeithaml, and Berry, 1985; Parasuraman...

  7. By Any Other Name, They're Still Our Customers.

    ERIC Educational Resources Information Center

    Sandy, John H.

    1997-01-01

    Considers the use of the phrase "customer service" with reference to libraries and their users' needs, expectations, and satisfaction. Librarians' perceptions of those being served, and the public's view of library workers, are discussed, and a sidebar examines the history of fee-based subscription libraries. (LRW)

  8. Building Financial Satisfaction

    ERIC Educational Resources Information Center

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

    2006-01-01

    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…

  9. Investigating the relationship between employee satisfaction and guest satisfaction

    Microsoft Academic Search

    Michael A. Spinelli; George C. Canavos

    2000-01-01

    A study of six metropolitan, full-service hotels (involving 600 guests and 240 employees) found a statistical connection between employee satisfaction and guest satisfaction. Regarding employees' satisfaction, the data indicated that monetary factors can be dissatisfiers. The surest way to build employee satisfaction is to let employees know that their efforts are appreciated; that they can participate in decision making; and

  10. Homeopathy satisfaction in Iran

    PubMed Central

    Mahmoudian, Ahmad; Sadri, Gholamhosein

    2014-01-01

    Background: Patient satisfaction is a key indicator of the quality and effectiveness of a therapeutic method. Assessing the satisfaction of patients undergoing homeopathic therapy is essential in the early steps of educating the community, if suitable outcomes are to be achieved. Materials and Methods: This descriptive cross-sectional study was conducted in 2008 on 125 patients from the city of Isfahan. Patients aged above 15 years who had referred to the homeopathic practitioners and received homeopathic drugs for at least three times were randomly selected and included in the study. Patient satisfaction was assessed in three main areas (general health, physician performance, and symptoms relief) using a valid questionnaire. The results were compared with those of a similar study conducted in 2004 on 240 patients. Results: Mean score of satisfaction with homeopathic treatment was 77.48 ± 6.36 out of 100. In 2004, it was 77.4 ± 8.13. Median age was 36.41 ± 11.25 years. Median time of therapy was 16.80 ± 17.94 months. The highest level of satisfaction was related to relief of symptoms. Satisfaction of physician performance and improvement of general health came next. The degree of satisfaction with therapy was not significant between the different groups with regard to their sex and different levels of education, but there was significant difference in the duration of treatment. The four symptoms that showed better improvement in 2008 were headache, gastrointestinal (GI) disturbances, fatigue, and insomnia. Conclusions: After using homeopathy for several years, patients’ satisfaction was found to be still high. Shifting the area of satisfaction from general health to relief of symptoms could be related to physicians’ experiments for remedy selection. Scientific centers should do more surveys about the effectiveness of homeopathic treatment. Integration of homeopathy with medicine may bring in more success at less cost. It seems rational to support homeopathy as an effective practice. PMID:25400678

  11. Measuring Customer Satisfaction and Quality of Service in Special Libraries.

    ERIC Educational Resources Information Center

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

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

  12. Hospital Information Systems Quality: A Customer Satisfaction Assessment Tool

    Microsoft Academic Search

    Vincent Ribière; Anita J. La Salle; Reza Khorramshahgol; Yvon Gousty

    1999-01-01

    Hospital Information Systems (HIS) play a significant role in providing quality healthcare services. However, HIS lag behind their industrial counterparts in providing quality (i.e., timely, accurate, complete) information and have been the target of many criticisms for alleged shortcomings. The aim of this research is to identify the requirements for HIS to assist in providing quality healthcare service. To this

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

    E-print Network

    Maddock, Travis David

    2001-01-01

    steaks. Cuts prepared by grilling x medium or higher were rated lower than those prepared by other methods x medium or higher. Preparation method was related to IFLAV (P Leg steaks that were grilled had lower IFLAV ratings than steaks prepared...

  14. Passenger surveys to monitor customer satisfaction in the Netherlands

    Microsoft Academic Search

    Francis Cheung

    2003-01-01

    In the Netherlands, a public transport monitoring system has been introduced to provide decision-makers and stakeholders the necessary management information. It has been designed primarily for the purposes of policy formulation and project development. It also serves as a source of information to inform the general public regarding the public transport situation in their region compared with other regions in

  15. An Analysis of Profit and Customer Satisfaction in Consumer Finance

    Microsoft Academic Search

    Mikhail Zhuravlev

    2009-01-01

    This study investigates a set of bank data from a cost\\/profit perspective. In this specific case, the bank would like to know whether prospective consumers will pay back their credit. The common practice is to calculate the probability that a consumer with certain covariates is to be considered as a potential risk. Our study will go further in the use

  16. An empirical study on drivers of customer-company identification: Evidence from China's retailing banking industry

    Microsoft Academic Search

    Huifan Li; Peng Li

    2009-01-01

    Identification research originally developed in the area of social psychology and organizational behavior, was here introduced into B2C service context. Using a sample of China's retailing bank consumers (N=439), the authors tested a model in which company-level and employee-level antecedents affect customer-company identification via customer value and customer satisfaction. Overall, each antecedent was important, albeit through different processes. Corporate identity

  17. Retirement and marital satisfaction.

    PubMed

    Lee, G R; Shehan, C L

    1989-11-01

    This study examined the effects of retirement status, length of retirement, and spouse's retirement status on marital satisfaction. Although some previous research and theory suggest that retirement has salutary effects on the quality of marriage, we find no such pattern here. Instead, some small negative effects are observed, particularly involving effects of husbands' retirement on the marital satisfaction of employed wives. These results suggest an explanation in terms of the household division of labor, employing insights from equity theory. Overall, there is no indication of any beneficial impact of retirement on the marital satisfaction of either husbands or wives. PMID:2809116

  18. Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis

    Microsoft Academic Search

    James K. Harter; Frank L. Schmidt; Theodore L. Hayes

    2002-01-01

    Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction- engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction- engagement and these business-unit outcomes. One implication is

  19. Business-Unit-Level Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis

    Microsoft Academic Search

    James K. Harter; Frank L. Schmidt; Theodore L. Hayes

    2002-01-01

    Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction–engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction–engagement and these business-unit outcomes. One implication is that changes

  20. The Effects of Lecturer Commitment on Student Perceptions of Teaching Quality and Student Satisfaction in Chinese Higher Education

    ERIC Educational Resources Information Center

    Xiao, Jian; Wilkins, Stephen

    2015-01-01

    Student satisfaction has become an important concept in higher education because students are paying higher tuition fees and increasingly seeing themselves as customers and because satisfaction is commonly used as an indicator of quality by quality assurance agencies and the compilers of rankings and league tables. In business organisations, it…

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

    E-print Network

    Jun, Suckjoon

    . Satisfied Employee Employee Effectiveness/Satisfaction 2 I understand my department's mission. UnderstandQuestion # Complete Wording Short Phrase Dimension 1 Overall, I am a satisfied UCSD employee Department Effectiveness 15 My department routinely measures customer satisfaction with services and products

  2. Customer Service and Relationships

    Microsoft Academic Search

    David E. Vance

    \\u000a Whether a company sells brilliant technological gadgets or is a simple retailer, customer service should be a key strategy\\u000a focus. Without customers, a company has no sales, no profits and serves no purpose. Failure to focus on customer service is\\u000a a hallmark of underperforming companies. It’s not enough for a company to proclaim it is customer focused, it must be

  3. A Cross-National Investigation on How Ethical Consumers Build Loyalty Toward Fair Trade Brands

    Microsoft Academic Search

    Gwang-Suk Kim; Grace Y. Lee; Kiwan Park

    2010-01-01

    Although Fair Trade has recently experienced rapid growth around the world, there is lack of consumer research that investigates\\u000a what determines consumers’ loyalty toward Fair Trade brands. In this research, we investigate how ethical consumption values\\u000a (ECV) and two mediating variables, Fair Trade product beliefs (FTPB) and Fair Trade corporate evaluation, (FTCE) determine\\u000a Fair Trade brand loyalty (FTBL). On the

  4. Enduring Repression: Narratives of Loyalty to the Party Before, During and After the Gulag

    Microsoft Academic Search

    Nanci Adler

    2010-01-01

    This article documents the attitudes—especially those of loyalty—among Gulag prisoners and returnees toward the Communist Party of the Soviet Union (CPSU), and seeks to ascertain how their incarceration subsequently influenced those sentiments. It is paradoxical that some prisoners—many of whom were falsely convicted—endured gruelling, barely survivable, lengthy terms of labour camp and prison and emerged maintaining their loyalty toward the

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

    Microsoft Academic Search

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

    2003-01-01

    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.

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

    Microsoft Academic Search

    Hasan Cavusoglu; S. Raghunathan

    2007-01-01

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

  7. The role of service recovery in HMO satisfaction.

    PubMed

    Sarel, D; Marmorstein, H

    1999-01-01

    Complaint handling and service recovery by HMOs may be more efficient to implement and more determinant of customer satisfaction and retention than other approaches such as improving access to care. The current findings are consistent with research on recovery efforts in other industries. Complaint handling systems must achieve rapid and comprehensive identification and resolution of HMO member problems. Both cultural change and appropriate incentives to re-educate employees within HMO organizations are additional requisites to effective service recovery. The benefits to the HMO of expenditures on service recovery should be more immediate and sustainable than the benefits derived from other methods of increasing member satisfaction. PMID:10351398

  8. Virginity Lost, Satisfaction Gained?

    PubMed Central

    Higgins, Jenny A.; Trussell, James; Moore, Nelwyn B.; Davidson, J. Kenneth

    2013-01-01

    Despite the literature's focus on (hetero)sexual initiation, we know little about the degree to which young people are satisfied by their first vaginal intercourse experience, let alone the factors that predict satisfaction. We analyzed data from a cross-sectional survey of 1986 non-Hispanic White and Black 18-25 year old respondents from four university campuses. Respondents were asked to rate the degree to which their first vaginal intercourse was physiologically and psychologically satisfying. Both Black and White women were significantly less likely than Black and White men to experience considerable or extreme satisfaction at first vaginal intercourse, particularly physiological satisfaction. Among all four gender-race groups, being in a committed relationship with one's sexual partner greatly increased psychological satisfaction, particularly among women. Experiencing less guilt at first sexual intercourse was also strongly associated with psychological satisfaction for women. Developing sexual relationships with partners they care for and trust will foster satisfaction among young people at first vaginal intercourse. Our findings highlight strong gender asymmetry in affective sexual experience. PMID:20401787

  9. Courtesy in caring. The patient as customer.

    PubMed

    DeBaca, V

    1990-01-01

    If you were paying $500 a night for a hotel room,. would you be happy if you were told you would be sharing it with a stranger? While such a question cannot be literally asked about a hospital experience, metaphorically it can be--and is--asked every time a patient enters a hospital. The idea of patient-as-consumer is not longer just another trendy concept but an integral part of the way many hospitals do business, and it's the hospital manager's responsibility to ensure the customer's satisfaction. PMID:10105899

  10. Financial satisfaction and financial stressors in marital satisfaction.

    PubMed

    Archuleta, Kristy L; Britt, Sonya L; Tonn, Teresa J; Grable, John E

    2011-04-01

    Using a sample of 310 married respondents from one U.S. Midwestern state, a test was conducted to examine the association of financial satisfaction and financial stressors in a spouse's decision to stay married to the same person or leave the relationship. The role of demographic and socioeconomic variables, religiosity, psychological constructs, financial satisfaction, and financial stressors as factors influencing marital satisfaction was tested. Financial stressors were measured using a list of financial stressors adapted from the literature. Financial satisfaction was measured with a one-item scale. The Kansas Marital Satisfaction Scale was used as a validation tool to assess whether individuals would marry or not marry again. Religiosity and financial satisfaction were positively associated with marital satisfaction. A negative interaction between financial satisfaction and financial stressors was also noted. Findings suggest that respondents who are financially satisfied tend to be more stable in their marriages. PMID:21675570

  11. Defining the customer`s buying parameters

    SciTech Connect

    Roth, B.

    1997-03-01

    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.

  12. Colouring, constraint satisfaction, and complexity

    Microsoft Academic Search

    Pavol Hell; Jaroslav Nesetril

    2008-01-01

    Abstract Constraint satisfaction problems have enjoyed much attention since the early seventies, and in the last decade have become also a focus of attention amongst theoreticians. Graph colourings are a special class of constraint satisfaction problems; they oer,a microcosm of many of the considerations that occur in constraint satisfaction. From the point of view of theory, they are well known

  13. Autonomy and satisfaction among mammographers.

    PubMed

    Hooi, P S; Whaley, C; Bugg, N

    2000-01-01

    This article reports results of a study assessing the relationship between decision autonomy and task satisfaction in Texas mammographers. As hypothesized, the results indicate a positive correlation between autonomy and satisfaction. The authors also found that no independent variable (age, years of experience, employment status, position or type of imaging facility) had predictive value for mammographers' autonomy and task satisfaction. PMID:10743665

  14. Geography of European Life Satisfaction

    ERIC Educational Resources Information Center

    Okulicz-Kozaryn, Adam

    2011-01-01

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

  15. Influencing behavioral change by customer engagement amongst youth

    PubMed Central

    Singh, Sonal

    2011-01-01

    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

  16. How leadership attributes influence employee loyalty in the aerospace industry: An exploratory qualitative inquiry

    NASA Astrophysics Data System (ADS)

    Harrison, Marriel

    The influence leaders have on employee loyalty in the aerospace industry was examined through exploratory, qualitative inquiry. In-depth, semi-structured interviews were conducted to ascertain the influence of six leadership attributes on loyalty. These specific leadership attributes were addressed based on key themes from the scholarly leadership research and included communication, trust, accountability, understanding, compassion, and recognition. Data were analyzed to identify common themes and patterns among the 21 study participants. Based on the study findings, the majority of participants expressed that they want leaders to communicate--and to do so often and concisely. Participants also voiced that communication was a central component in resolving many of the problems associated with loyalty, such as clarity of direction or sense of inclusion in the organization. The central themes derived from the research include the following: (a) employee loyalty no longer exists when organizational leadership fails to challenge or empower employees or create an opportunity for growth, (b) effective leaders inspire employees by sharing the vision of an organization and including employees in the decision-making process, and (c) organizational culture, values, and effective leadership play an integral role in employee loyalty and long-term commitment to the organization.

  17. The impact of service encounter quality in service evaluation: evidence from a business-to-business context

    Microsoft Academic Search

    Chanaka Jayawardhena

    2010-01-01

    Purpose – This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and loyalty to the employees. Design\\/methodology\\/approach – A conceptual model was developed based on a comprehensive literature review. A questionnaire

  18. The Satisfactions of Teaching

    ERIC Educational Resources Information Center

    Eisner, Elliot

    2006-01-01

    A noted educator reflects on six satisfactions that he experienced during his career in teaching: introducing students to great ideas, getting a foothold on immortality, improvising on the job, enjoying teaching as a meaningful aesthetic experience, sharing your love of what you teach, and knowing you made a difference in a student's life.

  19. Predicting Parent Satisfaction.

    ERIC Educational Resources Information Center

    Meredith, William H.; And Others

    Because the factors which influence parent functioning have not been extensively researched, a study was conducted to determine the relationships among marital adjustment, child temperament, locus of control, and parent satisfaction. Participants included 93 volunteer couples who had at least one child at home. Parents averaged 35 years old and…

  20. Employer Satisfaction Survey.

    ERIC Educational Resources Information Center

    Broadbent, William A.

    A three-part, state-wide survey was conducted in Spring 1979, to determine employer satisfaction with the vocational programs offered at Hawaii's high schools and community colleges. Three populations were involved in the survey: (1) the personnel directors of 29 firms representing approximately 25% of the businesses in Hawaii with 250 or more…

  1. 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

    Carvalho, Sergio W.; de Oliveira Mota, Marcio

    2010-01-01

    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…

  2. CONSUMER EVALUATION OF BRAND IN CONTEXT OF RELATIONSHIP BETWEEN BRAND AWARENESS, BRAND ASSOCIATION, PERCEIVED QUALITY & BRAND LOYALTY

    Microsoft Academic Search

    Pranav Desai

    This research investigated direct and indirect relationship between brand equity constructs which includes brand awareness, brand association, perceived quality, and brand loyalty. We implement Structural Equation Modelling with LISREL to examine the hypothesis. The finding showed that there is a significant and positive direct effect between brand awareness toward brand associations, and brand association toward perceived quality and brand loyalty.

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

    ERIC Educational Resources Information Center

    Vongalis-Macrow, Athena

    2012-01-01

    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…

  4. Customized Training Marketing Plan.

    ERIC Educational Resources Information Center

    Lay, Ted

    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…

  5. Managing customer service.

    PubMed

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. PMID:25722341

  6. Understanding Marine Customers

    NSDL National Science Digital Library

    COMET

    2006-11-02

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

  7. British Sign Name Customs

    ERIC Educational Resources Information Center

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    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…

  8. [Quality of health care services as perceived by the customers: issues of method or context?].

    PubMed

    Necozione, S; Masedu, F; Cofini, V; di Orio, F

    2002-01-01

    Customer satisfaction is considered an important indicator of the quality of care. Its definition as well as the identification of the variables which affect it, rise many cultural and methodological issues. In order to give a contribution to the debate on such topics, we compared the patients' satisfaction detected before and after the transferral of the San Salvatore Hospital of L'Aquila to new and functional structures. The comparison aimed at evaluating the methodological and cultural entailments involved in customers satisfaction surveys, which focus the improvements in terms of health care as well as variation of satisfaction. The presence of contradictory elements in the expression of the satisfaction referred to the technical and informative aspects, seems to indicate that patients can express an high satisfaction degree independently from the real professional and technical quality performed. Such evidences, that anyway must be interpreted according with the methodological cautions of a non validated questionnaire, should foster stronger efforts in promoting sanitary education of the customers, devoted to the specific rights involved, as well as in making use of rigorous methodologies to detect the phenomenon. PMID:12638355

  9. Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behavior

    Microsoft Academic Search

    José Varela González; Teresa García Garazo

    2006-01-01

    Purpose – The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer-contact employees. Design\\/methodology\\/approach – Questionnaires were carried out in 149 hotel firms. One customer-contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural

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

    ERIC Educational Resources Information Center

    Kelley, Jane E.

    2008-01-01

    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…

  11. e-Learning Programs as Loyalty Investments for Financial Corporations

    ERIC Educational Resources Information Center

    Arvanitis, Spyridon

    2010-01-01

    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…

  12. Entire Complacency and Satisfaction

    E-print Network

    2009-12-24

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

  13. Entire Complacency and Satisfaction 

    E-print Network

    2009-12-24

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

  14. Dimensions of service quality of the University of Arizona Sponsored Projects Services Office internal customers

    E-print Network

    Baca, David Ray

    2007-04-25

    The style and format of this dissertation follows that of the Journal of Educational Research. 2 customers? perceptions of service quality and satisfaction (Kang, James & Alexandris, 2002). While the measurement of service quality in administrative..., 2002a, 2002b; Comm & Mathaisel, 2000; Kang, James & Alexandris, 2002; Li, Tan & Xie, 2002; Lings, 2004;). Gummeson (1987) suggests that: Everybody should see himself as a customer of colleagues, receiving products, documents, messages, etc. from...

  15. A Theory and Measurement of Meeting Satisfaction

    Microsoft Academic Search

    Robert O. Briggs; Gert-jan De Vreede; Bruce A. Reinig

    2003-01-01

    For many years, meeting satisfaction has been a key outcome variable in experimental Group Support Systems (GSS) research. GSS research results on meeting satisfaction are conflicting, reporting positive, negative, or no effects. Unfortunately, no causal model of meeting satisfaction has been developed that could explain these effects. This paper derives Satisfaction Attainment Theory (SAT), a causal model of meeting satisfaction.

  16. Assessing Marital Adjustment and Satisfaction: A Review.

    ERIC Educational Resources Information Center

    Burnett, Paul

    1987-01-01

    Evaluated five instruments of marital adjustment and satisfaction: Marital Adjustment Test, Dyadic Adjustment Scale, Marital Satisfaction Index, Marital Satisfaction Scale, and the Kansas Marital Satisfaction Scale. Discusses studies evaluating psychometric properties of each instrument. Recommends the Marital Satisfaction Index for assessing…

  17. 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.

  18. The customer has escaped.

    PubMed

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

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

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

    ERIC Educational Resources Information Center

    Pearson, Quinn M.

    2008-01-01

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

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

    PubMed

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

    2014-01-01

    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

  1. Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry

    Microsoft Academic Search

    Tat Y. Choi; Raymond Chu

    2001-01-01

    This study examined the relative importance of hotel factors in relation to travelers’ overall satisfaction levels with their hotel stays in Hong Kong and the likelihood of returning to the same hotels in their subsequent trips. Using a factor analysis technique, the study identified seven hotel factors that were likely to influence customers’ choice intentions: ‘Staff Service Quality’, ‘Room Qualities’,

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

    ERIC Educational Resources Information Center

    Bookout, James Marshall, Jr.

    2010-01-01

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

  3. Examining Antecedents of Satisfaction for Marketing/Management Students in Higher Education

    ERIC Educational Resources Information Center

    Fine, Monica B.; Clark, Paul W.

    2013-01-01

    Marketing and management departments preach a continual discourse about the importance of feedback from customers. Yet many business schools do not take the time to develop their own student satisfaction surveys to provide the departments with useful feedback. Business schools are constantly forced to compete with other colleges and often other…

  4. Service quality and satisfaction: an international comparison of professional services perceptions

    Microsoft Academic Search

    Linda C. Ueltschy; Michel Laroche; Axel Eggert; Uta Bindl

    2007-01-01

    Purpose – This study aims to examine the applicability of key measures of service quality and customer satisfaction in a cross-cultural setting, first establishing measurement equivalence and then investigating the impact of culture on these measures. Design\\/methodology\\/approach – Using scenarios involving a visit to the dentist's office, respondents from Germany, Japan, and the USA participated in a 2 × 2

  5. The Influence of Changing Nurse Documentation Practices Have on Patient Satisfaction

    ERIC Educational Resources Information Center

    Blaney, Charon D.

    2012-01-01

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

  6. Austin Community College Management Response to Employee Satisfaction Survey, Spring 2000.

    ERIC Educational Resources Information Center

    Austin Community Coll., TX.

    Findings from an Employee Satisfaction Survey conducted in spring 2000 at Austin Community College (ACC) (Texas) indicate that: (1) staff in many areas need customer service training; (2) telephones are not used effectively by many offices; (3) many areas are not able to respond quickly to the needs of college staff; and (4) 18 highly used areas…

  7. Improving Service Delivery: Investigating the Role of Information Sharing, Job Characteristics, and Employee Satisfaction

    ERIC Educational Resources Information Center

    Bontis, Nick; Richards, David; Serenko, Alexander

    2011-01-01

    Purpose: The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus. Design/methodology/approach: During the project, 9,060…

  8. Professional Commitment and Institutional Loyalty as Factors in Faculty Orientations. Final Report.

    ERIC Educational Resources Information Center

    Warriner, Charles K.

    The research reported in this document is based on the following assertions: (1) that the characteristics of role performance of faculty members that are crucial to the university are systematically related to the orientation of the faculty members as defined by a (a) loyalty to the local institution, and (b) commitment to the profession; (2) that…

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

    E-print Network

    Fischhoff, Baruch

    What Determines Giving to Hurricane Katrina Victims? Experimental Evidence on Racial Group Loyalty presentation to manipulate beliefs about the race, income, and worthiness of Hurricane Katrina victims: Department of Social and Decision Sciences, Carnegie Mellon University, fong2@andrew.cmu.edu, Luttmer

  10. [Three types of brand name loyalty strategies set up by drug manufacturers].

    PubMed

    PréMont, Marie-Claude; Gagnon, Marc-André

    2014-11-01

    The recent restructuring of the pharmaceutical industry has led to three new types of promotional strategies to build patient loyalty to brand name drugs: loyalty through rebates, patient support, and compassion programs. Loyalty through rebates seeks to keep patients on a brand name drug and prevent their switch to the generic equivalent. Loyalty through patient support provides aftersales services to help and support patients (by phone or home visits) in order to improve adherence to their treatments. Finally, compassion programs offer patients access to drugs still awaiting regulatory approval or reimbursement by insurers. When and if the approval process is successful, the manufacturer puts an end to the compassion program and benefits from a significant cohort of patients already taking a very expensive drug for which reimbursement is assured. The impact of these programs on public policies and patients' rights raises numerous concerns, among which the direct access to patients and their health information by drug manufacturers and upward pressure on costs for drug insurance plans. PMID:25617517

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

    ERIC Educational Resources Information Center

    Helgesen, Oyvind; Nesset, Erik

    2011-01-01

    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…

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

    ERIC Educational Resources Information Center

    Arbona, Consuelo; And Others

    1995-01-01

    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)

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

    PubMed Central

    Cyr, Dianne; de Vries, Nanne K

    2011-01-01

    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. PMID:21946128

  14. Dynamic Competition with Customer Recognition

    Microsoft Academic Search

    J. Miguel Villas-Boas

    1999-01-01

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

  15. The development and validation of the Incivility from Customers Scale.

    PubMed

    Wilson, Nicole L; Holmvall, Camilla M

    2013-07-01

    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

  16. Determinants of customer-oriented behavior in a health care context

    Microsoft Academic Search

    Panisa Lanjananda; Paul G. Patterson

    2009-01-01

    Purpose – Nurses in hospital settings are a primary contact point and the way their behaviors are perceived by patients is a critical determinant of overall patient satisfaction. The purpose of this paper is to empirically test and extend knowledge of the determinants of customer-oriented behavior (COB) of contact personnel in a high-contact service setting (healthcare industry). The paper contributes

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

    ERIC Educational Resources Information Center

    Kibiloski, F. Terry.

    2012-01-01

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

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

    Microsoft Academic Search

    Nana Owusu-Frimpong

    2008-01-01

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

  19. The moderating effects of gender roles on service emotional contagion

    Microsoft Academic Search

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

    2008-01-01

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

  20. 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.

  1. Emotional intelligence and life satisfaction

    Microsoft Academic Search

    Benjamin Palmer; Catherine Donaldson; Con Stough

    2002-01-01

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

  2. An index of job satisfaction

    Microsoft Academic Search

    Arthur H. Brayfield; Harold F. Rothe

    1951-01-01

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

  3. Patients' satisfaction with stroke services

    Microsoft Academic Search

    Pandora Pound; Patrick Gompertz; Shah Ebrahim

    1994-01-01

    Patient satisfaction with stroke services is a key aspect of the evaluation of the quality of services but there are no adequate means of assessing satisfaction in this area. A questionnaire derived from in-depth interviews was piloted on two samples. The resulting questionnaire consisted of two sections, one on inpatient services (Hospsat) and the other on services in the community

  4. Learning and Job Satisfaction. Symposium.

    ERIC Educational Resources Information Center

    2002

    This symposium is comprised of three papers on learning and job satisfaction. "The Relationship Between Workplace Learning and Job Satisfaction in United States Small to Mid-Sized Businesses" (Robert W. Rowden) reports findings that revealed sufficient evidence to conclude that learning is pervasive in the small to mid-sized businesses studied;…

  5. Job Satisfaction of University Faculty.

    ERIC Educational Resources Information Center

    Onuoha, Alphonso R. A.

    1980-01-01

    In testing Herzberg's two-factor theory of job satisfaction, it was found that theories of job satisfaction may be closely related to the methods used in collecting data; hence, the results of studies employing different methods raise questions about the validity of a particular theory. (Author/IRT)

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

    PubMed

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

    2014-01-01

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

  7. Physician satisfaction with rural hospitals.

    PubMed

    Mackesy, R

    1993-01-01

    This study examines factors leading to physician satisfaction with small rural hospitals. Interviews were conducted with 122 rural physicians using a standardized survey instrument. The relationship between the independent variables and the dependent variable, hospital satisfaction, are described and tested using chi-square and discriminant analysis. The findings of this study revealed that no demographic variables appeared in the chi-square, and only age appeared in the discriminant analysis. Practice factors impacting hospital satisfaction included practice satisfaction (both in the chi-square and discriminant analysis) and years at current location (only in the chi-square). Hospital-related factors affecting hospital satisfaction included administrative responsiveness (strongest association); administration accessibility, communication with administration, and nursing skill and knowledge in the chi-square; and administrative responsiveness, nursing skill and knowledge, and technology in the discriminant analysis. PMID:10128120

  8. 17 CFR 1.36 - Record of securities and property received from customers and option customers.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ...property received from customers, retail forex customers or option customers in lieu...guarantee, or secure the commodity, retail forex or commodity option transactions of such customers, retail forex customers or option customers. Such...

  9. 17 CFR 1.36 - Record of securities and property received from customers and option customers.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ...property received from customers, retail forex customers or option customers in lieu...guarantee, or secure the commodity, retail forex or commodity option transactions of such customers, retail forex customers or option customers. Such...

  10. Custom uniform source system

    NASA Technical Reports Server (NTRS)

    Balcom, John L.

    1994-01-01

    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.

  11. Service Provider Enterprise Customers

    E-print Network

    Fisher, Kathleen

    NFC Connect Service A B C D Service Provider Enterprise Customers with credentials and other secure existing credentials to mobile user via NFC MNO-TSMs Carrier Specific service that delivers credentials (SIM) for delivery via NFC NFC Reader Receives and processes secure information delivered by NFC

  12. Custom uniform source system

    NASA Astrophysics Data System (ADS)

    Balcom, John L.

    1994-02-01

    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.

  13. Designing the Customer Experience

    Microsoft Academic Search

    Caroline Cole-Colander

    2003-01-01

    As the role of the professional changes, the importance of ‘the client’ and ‘the user’ is increasing. Two initiatives in the UK have sought to improve design quality by bridging the gap between the client and the user on the one hand, and the client and the designer on the other. These initiatives, ‘Designing the Customer Experience’ and ‘Design Quality

  14. Against customer service

    Microsoft Academic Search

    Griffin Trotter

    1998-01-01

    This essay examines the nature of service in medicine and the relationship between service and profit. “Customer service medicine” is identified with the interrelated views that 1) profit is or ought to be healthcare's fundamental concern and 2) the quality of medical service corresponds to the degree to which it produces a feeling of approval in patients. This position is

  15. CUSTOMER SURVEY BENEFITS INFORMATION

    E-print Network

    CUSTOMER SURVEY BENEFITS INFORMATION 2. Please select the system/website you used. Civilian Benefits Center (CBC) Webpage Employee Benefits Information System (EBIS) The Benefits Line 4. Were you/conducting benefits business. somewhat dissatisfied neutral somewhat satisfied very satisfied very dissatisfied 6

  16. Chinese Festivals and Customs.

    ERIC Educational Resources Information Center

    Green, Sandra Aili

    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:…

  17. Customer requirements process

    NASA Technical Reports Server (NTRS)

    Russell, Yvonne; Falsetti, Christine M.

    1991-01-01

    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.

  18. Library Services Customer Charter

    E-print Network

    Applebaum, David

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

  19. Adopting customers' empowerment and social networks to encourage participations in e-health services.

    PubMed

    Anshari, Muhammad; Almunawar, Mohammad Nabil; Low, Patrick Kim Cheng; Wint, Zaw; Younis, Mustafa Z

    2013-01-01

    The aim of this article is to present an e-health model that embeds empowerment and social network intervention that may extend the role of customers in health care settings. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 108 participants in Indonesia from October to November 2012. The data were analyzed to provide ideas on how to move forward with the e-health initiative as a means to improve e-health services. The survey revealed that there is a high demand for customers' empowerment and involvement in social networks to improve their health literacy and customer satisfaction. Regardless of the limitations of the study, the participants have responded with great support for the abilities of the prototype systems drawn from the survey. The survey results were used as requirements to develop a system prototype that incorporates the expectations of the people. The prototype (namely Clinic 2.0) was derived from the model and confirmed from the survey. Participants were selected to use the system for three months, after which we measured its impact towards their health literacy and customer satisfaction. The results show that the system intervention through Clinic 2.0 leads to a high level of customer satisfaction and health literacy. PMID:24551960

  20. Buffering the negative effects of employee surface acting: the moderating role of employee-customer relationship strength and personalized services.

    PubMed

    Wang, Karyn L; Groth, Markus

    2014-03-01

    The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications. PMID:24079672

  1. Monitoring Users' Satisfactions of the NOAA NWS Climate Products and Services

    NASA Astrophysics Data System (ADS)

    Horsfall, F. M.; Timofeyeva, M. M.; Dixon, S.; Meyers, J. C.

    2011-12-01

    The NOAA's National Weather Service (NWS) Climate Services Division (CSD) ensures the relevance of NWS climate products and services. There are several ongoing efforts to identify the level of user satisfaction. One of these efforts includes periodical surveys conducted by Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI), which is "the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States" (http://www.cfigroup.com/acsi/overview.asp). The CFI Group conducted NWS Climate Products and Services surveys in 2004 and 2009. In 2010, a prominent routine was established for a periodical assessment of the customer satisfaction. From 2010 onward, yearly surveys will cover major climate services products and services. An expanded suite of climate products will be surveyed every other year. Each survey evaluated customer satisfaction with a range of NWS climate services, data, and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data and forecast products and services. The survey results provide insight into the NWS climate customer base and their requirements for climate services. They also evaluate whether we are meeting the needs of customers and the ease of their understanding for routine climate services, forecasts, and outlooks. In addition, the evaluation of specific topics, such as NWS forecast product category names, probabilistic nature of climate products, interpretation issues, etc., were addressed to assess how our users interpret prediction terminology. This paper provides an analysis of the following products: hazards, extended-range, long-lead and drought outlooks, El Nino Southern Oscillation monitoring and predictions as well as local climate data products. Two key issues make comparing the different surveys challenging, including the inconsistent suite of characteristics measured and the different number of respondent collected for each survey. Regardless of these two factors contributing to uncertainty of the results, CSD observed general improvement in customer satisfaction. Although, all NWS climate products have competitive scores, the leading ACSIs are for NWS Drought products and climate surface observation products. Overall, the survey results identify requirements for improving existing NWS climate services and introducing new ones. To date, the 2011 survey results have not been evaluated, but will be included in the conference presentation. A key point out of the initial 2011 survey results was that the climate section captured the greatest interest (as measured by number of respondents) of the customers of NWS products and services.

  2. Toward a theory of patient satisfaction

    Microsoft Academic Search

    Susie Linder-Pelz

    1982-01-01

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

  3. The Relationship between Satisfaction with Workplace Training and Overall Job Satisfaction

    ERIC Educational Resources Information Center

    Schmidt, Steven W.

    2007-01-01

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

  4. Neonatal nurse practitioner role satisfaction.

    PubMed

    Beal, J A; Steven, K; Quinn, M

    1997-06-01

    The article reports a descriptive study utilizing a triangulated approach to explore the role satisfaction of a nationwide random sample of 315 neonatal nurse practitioners (NNPs). Role satisfaction was found to be high, and practice philosophy tended toward a medical orientation. Those NNPs who were master's prepared and who reported to and were evaluated and paid by departments of nursing were more likely to have a nursing practice philosophy. Intrinisic factors related to satisfaction included autonomy, patient management, relationships with colleagues and families, role diversity, and a sense of accomplishment. Implications for administrators and NNPs are discussed. PMID:9214952

  5. Referring physician satisfaction: toward a better understanding of hospital referrals.

    PubMed

    Ponzurick, T G; France, K R; Logar, C M

    1998-01-01

    Customer satisfaction literature has contributed significantly to the development of marketing strategies in the health-care arena. The research has led to the development of hospital-driven relationship marketing programs. This study examines the inclusion of referring physicians as partners in the hospital's relationship marketing program. In exploring this relationship, medical and hospital facility characteristics that referring physicians find important in making patient referrals to specialty care hospitals are identified and analyzed. The results lead to the development of strategic initiatives which hospital marketers should consider when developing relationship marketing programs designed to satisfy their referring physicians. PMID:10186254

  6. A temporal analysis of behavioural brand loyalty among urban Chinese consumers

    Microsoft Academic Search

    Mark D. Uncles; Chao Wang; Simon Kwok

    2010-01-01

    Chinese marketing is evolving, and this is having a dramatic influence on the incomes and spending patterns of consumers. Set against these longer-run trends, the contribution of this paper is to examine the year-on-year persistence of brand purchasing and behavioural brand loyalty in packaged goods markets in China. Revealed preference data for two product categories (toothpaste and soy sauce) in

  7. Effects of Users' Perceived Loneliness and Stress on Online Game Loyalty

    Microsoft Academic Search

    Bong-Won Park; Kun Chang Lee

    2011-01-01

    \\u000a Online games become very popular as the Internet permeates down to all ranks of our lives. However, contrary to our common\\u000a sense that those users loyal to the online games will just enjoy the games only for the sake of pleasure, user’s perceived\\u000a loneliness and stress are believed to affect their loyalty for the games. However, this research issue remains

  8. Customizing Your Phone

    Microsoft Academic Search

    Jon Westfall

    \\u000a Windows Phone 7 features an interface that’s pretty unique among smartphones, shunning the rows of many icons that are well\\u000a known to iOS and Android users (and users of Windows Mobile and Pocket PC devices) for large live tiles and a sleek, somewhat\\u000a sparse, modern design. There are a number of customizations you can make to your phone that can

  9. Partnership with the customer

    NASA Astrophysics Data System (ADS)

    Trachta, Gregory S.

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

  10. Repeat Customer Success in Extension

    ERIC Educational Resources Information Center

    Bess, Melissa M.; Traub, Sarah M.

    2013-01-01

    Four multi-session research-based programs were offered by two Extension specialist in one rural Missouri county. Eleven participants who came to multiple Extension programs could be called "repeat customers." Based on the total number of participants for all four programs, 25% could be deemed as repeat customers. Repeat customers had…

  11. CERTS customer adoption model

    SciTech Connect

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

    2000-03-01

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

  12. Communicating with Customers.

    NASA Astrophysics Data System (ADS)

    Sweeney, M. A.

    1997-11-01

    An important counterpart of our mission as a national laboratory is communicating with customers. These customers include the Department of Energy (DOE), non-DOE entities such as the NASA, Goodyear, and the Department of Agriculture, and the general public. In the Pulsed Power Inertial Confinement Fusion (ICF) Program at Sandia National Laboratories, we provide short (one-page) technical reports to the DOE and to our upper management. Some of these reports are periodic in nature (monthly and quarterly), and some are specifically designed to relay the details of a significant accomplishment. Some are available on our external web site, which is updated monthly. Another major communication each year is the Pulsed Power ICF technical contract with the DOE. A requirement of all these communications is readability, with enough technical detail for the nonspecialist to provide a sense of the purpose, continuity, and progress within the Program. In this poster I will share some of our recent reports and summarize how to communicate effectively with a customer through written materials and the World Wide Web.

  13. Chronic Illness and Patient Satisfaction

    PubMed Central

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

    2012-01-01

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

  14. Antecedents of Repurchase Intention: Propositions Towards Using Marketing Strategy to Mitigate the Attrition of Online Students

    Microsoft Academic Search

    Matthew G. Kenney; Nile M. Khanfar

    2009-01-01

    The purpose of this study is to explore the relationship between customer satisfaction, service quality, and the repurchase intention dimension of consumer loyalty within higher education. The influence of switching costs as a mediating variable is also examined. The setting for the study is the online learning facet of the higher education market. While the relationship between satisfaction, service quality,

  15. Predictive Systems for Customer Interactions

    NASA Astrophysics Data System (ADS)

    Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

    With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

  16. Job satisfaction in health-care organizations

    PubMed Central

    Bhatnagar, Kavita; Srivastava, Kalpana

    2012-01-01

    Job satisfaction among health-care professionals acquires significance for the purpose of maximization of human resource potential. This article is aimed at emphasizing importance of studying various aspects of job satisfaction in health-care organizations. PMID:23766585

  17. Greater Efficiency for Conditional Constraint Satisfaction

    Microsoft Academic Search

    Mihaela Sabin; Eugene C. Freuder; Richard J. Wallace

    2003-01-01

    Abstract: A conditional constraint satisfaction problem (CCSP) extends a standard constraint satisfaction problem (CPS) with a conditionbased component that controls what variables participate in problem solutions. CCSPs adequately represent...

  18. Effects of Spousal Satisfaction and Selected Career Factors on Job Satisfaction of Extension Agents.

    ERIC Educational Resources Information Center

    Hebert, Michael; Kotrlik, Joe W.

    1990-01-01

    A survey of extension agents and their spouses (n=127, 83 percent) found that the strongest predictor of job satisfaction was spousal satisfaction. Four-H agents had lower job satisfaction, related to long, irregular working hours. Agents had low extrinsic satisfaction related to recognition, salary, policies, and decision-making power. Spouses…

  19. Assessing asymmetric effects in the formation of employee satisfaction

    Microsoft Academic Search

    Kurt Matzler; Birgit Renzl

    2007-01-01

    Employee satisfaction is a central concern in the service industry in general and in hospitality and tourism in particular. Employee satisfaction is typically viewed as a multi-factorial construct, assuming that some satisfaction factors are more important than others. In this study we investigate whether there is an asymmetric relationship between satisfaction involving single satisfaction factors and overall employee satisfaction. Two

  20. The Role of Trust in the Satisfaction-behavioral Intention Chain

    E-print Network

    Lai, Ying Hsiao

    2013-01-18

    to request information and to purchase products/services at any time and place. In addition, online travel agencies have become successful e-commerce businesses and one of the most important services they offer is the: ?finding low fares? service (Kim, Kim..., & Han, 2007). Kim, Kim, and Kim (2009) examined the relationships between recovery satisfaction and subsequent customer relationships by measuring trust, word-of-mouth, and revisit intention in upscale hotels. Their results showed that recovery...

  1. Measuring Customer-Based Restaurant Brand Equity

    Microsoft Academic Search

    Woo Gon Kim; Hong-Bumm Kim

    2004-01-01

    Strong brand equity is significantly correlated with revenues for quick-service restaurants. In a study 394 respondents gauged the strength of seven quick service restaurant brands doing business in Seoul, Korea. The study tested four elements of brand equity, namely, brand awareness, brand image, brand loyalty, and perceived quality. Of those attributes, brand awareness had the strongest direct effect on revenues,

  2. Parenting satisfaction of mothers during midlife

    Microsoft Academic Search

    Kelly J. Koski; Laurence Steinberg

    1990-01-01

    The present investigation explores the relations among midlife identity concerns, marital satisfaction, mental health, and parenting satisfaction among mothers of preadolescents and early adolescents. Data were obtained from 129 intact families with a firstborn child between the ages of 10 and 15. The results suggest that intense midlife concerns are associated with diminished satisfaction with parenting, although this relation is

  3. Job Satisfaction of Community College Faculty.

    ERIC Educational Resources Information Center

    Hutton, Jerry B.; Jobe, Max E.

    1985-01-01

    Describes a study using the Job Satisfaction Inventory to survey 390 faculty from 14 Texas community colleges. Areas of greatest satisfaction included relationships with supervisors and colleagues and teaching itself. Least satisfaction occurred with professional development opportunities, time allocation, and student preparation/motivation. Notes…

  4. Job Satisfaction and the Ethnic Minority Librarian.

    ERIC Educational Resources Information Center

    Squire, Jan S.

    1991-01-01

    Discussion of job satisfaction among ethnic minority librarians emphasizes the importance of four areas: planning, recruitment, hiring, and staff acceptance and retention. Factors of job satisfaction are described; ethnicity and ethnic minority demographics are discussed; and literature that addresses librarian satisfaction is reviewed, including…

  5. The determinants of employee benefits satisfaction

    Microsoft Academic Search

    David B. Balkin; Rodger W. Griffeth

    1993-01-01

    This study developed a multidimensional scale of benefits satisfaction and utilized a discrepancy model to examine the determinants of employee benefits satisfaction. The empirical findings are based on the survey responses of 205 employees in a hospital. The results indicate that pay level, female gender and exempt status employees are positively related to benefits satisfaction. Further, age and education level

  6. Personality Typologies Related to Marital Satisfaction.

    ERIC Educational Resources Information Center

    Wiggins, James; And Others

    1983-01-01

    Surveyed 126 married couples to study factors related to marital satisfaction. Results showed personality compatibility was a major factor in satisfaction. Individuals whose spouses were more accurate in perceiving their satisfaction and those in relationships with a previous marriage were also more satisfied. (JAC)

  7. A Study of School Nurse Job Satisfaction

    ERIC Educational Resources Information Center

    Junious, DeMonica L.; Johnson, Regina Jones; Peters, Ronald J., Jr.; Markham, Christine M.; Kelder, Steven H.; Yacoubian, George S., Jr.

    2004-01-01

    This study explored job satisfaction and changes needed to help boost levels of job satisfaction. Self-reported job satisfaction data were collected from 71 school nurses employed in elementary, middle, and high school settings via interactive focus groups. The subjects participated in a 30- to 45-minute focus group session that was audiotaped and…

  8. Business Performance, Employee Satisfaction, and Leadership Practices.

    ERIC Educational Resources Information Center

    Lashbrook, William B.

    1997-01-01

    The difficulty in finding a relationship between employee satisfaction and business performance results from how satisfaction is defined. A survey of 2000 employees determined that organizations, regardless of industry, could improve organizational performance by improving employee work unit satisfaction and that the work unit leader's actions may…

  9. Job Satisfaction and Dissatisfaction Among Journalism Graduates

    ERIC Educational Resources Information Center

    Shaver, Harold C.

    1978-01-01

    A survey of the degree of job satisfaction felt by 404 news/editorial and advertising graduates indicates that journalism graduates develop satisfaction and dissatisfaction with jobs in a manner usually consistent with Frederick Herzberg's motivation-hygiene theory of job satisfaction. (GW)

  10. Consumer satisfaction with mental health treatment

    Microsoft Academic Search

    Jay Lebow

    1982-01-01

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

  11. Consumer Satisfaction and Incarceration After Treatment

    Microsoft Academic Search

    John A. Pandiani; Steven M. Banks; Lucille M. Schacht

    2001-01-01

    Consumer satisfaction is increasingly used to measure community mental health program performance. Understanding the relationship between consumer satisfaction and treatment outcomes is only beginning. This article adds to this understanding by reporting on an assessment of the relationship between consumer evaluation of community mental health services and incarceration after treatment in a statewide system of care. Results indicate that satisfaction

  12. Health care competition, strategic mission, and patient satisfaction: research model and propositions

    PubMed Central

    Rivers, Patrick A.; Glover, Saundra H.

    2010-01-01

    Purpose In all industries, competition among businesses has long been encouraged as a mechanism to increase value for patients. In other words, competition ensures the provision of better products and services to satisfy the needs of customers This paper aims to develop a model that can be used to empirically investigate a number of complex issues and relationships associated with competition in the health care industry. Design/methodology/approach A literature review was conducted. A total of 50 items of literature related to the subject were reviewed.. Various perspectives of competition, the nature of service quality, health system costs, and patient satisfaction in health care are examined Findings A model of the relationship among these variables is developed. The model depicts patient satisfaction as an outcome measure directly dependent on competition. Quality of care and health care systems costs, while also directly dependent on the strategic mission and goals, are considered as determinants of customer satisfaction as well. The model is discussed in the light of propositions for empirical research. Practical implications Empirical studies based on the model proposed in this paper should help identify areas with significant impact on patient satisfaction while maintaining high quality of service at lower costs in a competitive environment. Originality/value The authors develop a research model which included propositions to examine the complex issues of competition in the health care industry. PMID:19579575

  13. 2013 County Commissioner Satisfaction Survey

    E-print Network

    commissioner is expected to complete the CSU Extension survey. Per-county responses (N = 56) are calculated surveys was 84, for an overall response rate of 39%. The per-county response rate was excellent, with 562013 County Commissioner Satisfaction Survey: CSU Extension Services in Colorado Survey Results

  14. Sex differences in denture satisfaction

    Microsoft Academic Search

    Shaoxia Pan; Manal Awad; J. Mark Thomason; Eric Dufresne; Taira Kobayashi; Suguru Kimoto; Stephanie D. Wollin; Jocelyne S. Feine

    2008-01-01

    ObjectivesMales and females differ in their responses to many health conditions and treatments. The aim of this randomized clinical trial was to determine whether there are differences in the way that male and female edentulous elders rate their satisfaction with new mandibular implant overdentures (IODs) and conventional dentures (CDs), at 6 and 12 months following delivery.

  15. Nurse Burnout and Patient Satisfaction

    Microsoft Academic Search

    Doris C. Vahey; Linda H. Aiken; Douglas M. Sloane; Sean P. Clarke; Delfino Vargas

    2004-01-01

    Background: Amid a national nurse shortage, there is growing concern that high levels of nurse burnout could adversely affect patient outcomes. Objectives: This study examines the effect of the nurse work environment on nurse burnout, and the effects of the nurse work environment and nurse burnout on patients' satisfaction with their nursing care. Research Design\\/Subjects: We conducted cross-sectional surveys of

  16. The dynamic process of life satisfaction.

    PubMed

    Heller, Daniel; Watson, David; Ilies, Remus

    2006-10-01

    Drawing from the Cognitive Affective Personality System (Mischel & Shoda, 1995, 1998), we argue for a need to examine within-individual variation in life satisfaction. Thus, employing a diary study of 76 fully employed, married adults we examined the magnitude, antecedents, and consequences of intra-individual variation in life satisfaction. Our findings establish a substantial amount of intra-individual variation, comparable to other personal evaluations assessed with a state approach (e.g., self-esteem), but less than that observed with major mood dimensions. In addition, concurrent changes in life satisfaction were systematically related to fluctuations in job and marital satisfaction; however, contrary to prediction, our results did not support a cross-level moderating role of Neuroticism in these associations. Our findings also lend support for the lagged influence of life satisfaction on next-day domain satisfaction ratings. Taken together, our findings demonstrate the systematic nature and importance of within-subject variation in life satisfaction. PMID:16958708

  17. Sexual satisfaction in premarital relationships: associations with satisfaction, love, commitment, and stability.

    PubMed

    Sprecher, Susan

    2002-08-01

    This investigation focused on how sexual satisfaction is associated with relationship quality and stability in premarital couples. With data collected at multiple times over several years from a sample of heterosexual couples (who were all dating at Time 1), we examined how sexual satisfaction was associated with relationship satisfaction, love, commitment, and stability. At each wave of the study, sexual satisfaction was associated positively with relationship satisfaction, love, and commitment for both men and women. In addition, change in sexual satisfaction between Time 1 and Time 2 was associated with change over the same period in relationship satisfaction, love, and commitment. Furthermore, some evidence was found that sexual satisfaction was associated with relationship stability. Overall, sexual satisfaction had stronger links with relationship quality for men than for women. PMID:12476266

  18. STATE OF FLORIDA LOYALTY OATH I, , a citizen of the State of , county of _, in United States

    E-print Network

    Wu, Shin-Tson

    the Constitution of the United States and of the State of Florida. PUBLIC OFFICERS A public or political officeSTATE OF FLORIDA LOYALTY OATH EmplID I, , a citizen of the State of , county of _, in United States is defined as position that is held at the local, state, or national level and is the result of a public

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

    Microsoft Academic Search

    Long-Yi Lin

    2010-01-01

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

  20. Loyalty Program & Membership Card Intern Would you like to share your extremely passion about sports with others?

    E-print Network

    Wu, Yih-Min

    program & MembershipCard strategy and policy (2) Sources, selects and meets potential sport partners (sport clubs, coaches) (3) Negotiates partnerships and contracts (4) Promotes the Membership CardLoyalty Program & Membership Card Intern Would you like to share your extremely passion about

  1. Examining the Link between Patient Satisfaction and Adherence to HIV Care: A Structural Equation Model

    PubMed Central

    Dang, Bich N.; Westbrook, Robert A.; Black, William C.; Rodriguez-Barradas, Maria C.; Giordano, Thomas P.

    2013-01-01

    Introduction Analogous to the business model of customer satisfaction and retention, patient satisfaction could serve as an innovative, patient-centered focus for increasing retention in HIV care and adherence to HAART, and ultimately HIV suppression. Objective To test, through structural equation modeling (SEM), a model of HIV suppression in which patient satisfaction influences HIV suppression indirectly through retention in HIV care and adherence to HAART. Methods We conducted a cross-sectional study of adults receiving HIV care at two clinics in Texas. Patient satisfaction was based on two validated items, one adapted from the Consumer Assessment of Healthcare Providers and Systems survey (“Would you recommend this clinic to other patients with HIV?) and one adapted from the Delighted-Terrible Scale, (“Overall, how do you feel about the care you got at this clinic in the last 12 months?”). A validated, single-item question measured adherence to HAART over the past 4 weeks. Retention in HIV care was based on visit constancy in the year prior to the survey. HIV suppression was defined as plasma HIV RNA <48 copies/mL at the time of the survey. We used SEM to test hypothesized relationships. Results The analyses included 489 patients (94% of eligible patients). The patient satisfaction score had a mean of 8.5 (median 9.2) on a 0- to 10- point scale. A total of 46% reported “excellent” adherence, 76% had adequate retention, and 70% had HIV suppression. In SEM analyses, patient satisfaction with care influences retention in HIV care and adherence to HAART, which in turn serve as key determinants of HIV suppression (all p<.0001). Conclusions Patient satisfaction may have direct effects on retention in HIV care and adherence to HAART. Interventions to improve the care experience, without necessarily targeting objective clinical performance measures, could serve as an innovative method for optimizing HIV outcomes. PMID:23382948

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

    PubMed Central

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

    2011-01-01

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

  3. Turn customer input into innovation.

    PubMed

    Ulwick, Anthony W

    2002-01-01

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

  4. Satisfaction Survey for a Medication Management Program: Satisfaction Guaranteed?

    PubMed Central

    Flanagan, Priti; Kainth, Suman; Nissen, Lisa

    2013-01-01

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

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

    PubMed

    Yang, Yi-Feng

    2014-02-01

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

  6. The Voice of the Customer

    Microsoft Academic Search

    Abbie Griffin; John R. Hauser

    1993-01-01

    In recent years, many U.S. and Japanese firms have adopted Quality Function Deployment (QFD). QFD is a total-quality-management process in which the “voice of the customer” is deployed throughout the R&D, engineering, and manufacturing stages of product development. For example, in the first “house” of QFD, customer needs are linked to design attributes thus encouraging the joint consideration of marketing

  7. Customer-Centric Decision Support

    Microsoft Academic Search

    Stefan Lessmann; Stefan Voß

    2010-01-01

    Classification analysis is an important tool to support decision making in customer-centric applications like, e.g., proactively\\u000a identifying churners or selecting responsive customers for direct-marketing campaigns. Whereas the development of novel classification\\u000a algorithms is a popular avenue for research, corresponding advancements are rarely adopted in corporate practice. This lack\\u000a of diffusion may be explained by a high degree of uncertainty regarding

  8. Fuzzy Measurement in Quality Management Systems

    Microsoft Academic Search

    George T. S. Ho; Henry C. W. Lau; Nick S. H. Chung; W. H. Ip

    \\u000a The fluctuating and competitive economy today is affecting the production industry worldwide. Under the stress of various\\u000a forceful challenges, customer satisfaction and product loyalties form the necessary key for enterprises to survive or even\\u000a thrive in this decade. The concept of Quality Management System (QMS) offers a chance for enterprises to win customer satisfaction\\u000a by producing consistently high-quality products. With

  9. Emotional Intelligence and Job Satisfaction

    NASA Astrophysics Data System (ADS)

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

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

  10. Job Satisfaction among Support Staff in Twelve Ohio Academic Libraries.

    ERIC Educational Resources Information Center

    Parmer, Coleen; East, Dennis

    1993-01-01

    Discusses previous job satisfaction research and reports a study of job satisfaction among Ohio academic library support staff using Paul E. Spector's Job Satisfaction Survey. The 434 responses indicate general satisfaction, with greater satisfaction among females, among those who work in public services, have less experience, or who work…

  11. An Investigation of Personality Traits in Relation to Career Satisfaction

    Microsoft Academic Search

    John W. Lounsbury; James M. Loveland; Eric D. Sundstrom; Lucy W. Gibson; Adam W. Drost; Frances L. Hamrick

    2003-01-01

    We examined personality traits in relation to career satisfaction and job satisfaction for 5,932 individuals in career transition. Personality traits were related to career satisfaction and job satisfaction in the total sample and 14 separate occupational groups. Regression analyses revealed three personality traits consistently related to career satisfaction: emotional resilience, optimism, and work drive in initial and holdout samples as

  12. The Effects of Organizational Restructure on Employee Satisfaction

    Microsoft Academic Search

    Jack L. Howard; Dwight D. Frink

    1996-01-01

    In an effort to better understand the multidimensional nature of satisfaction, it is examined in the context of organizational restructuring. This context allows the test of a conceptual model that includes antecedents, components of work-related satisfaction, overall satisfaction, and satisfaction with life. The findings support the notions that (1) organizational restructuring has demonstrable implications for employee satisfaction and (2) work-related

  13. Employees' satisfaction with HRM in Chinese privately-owned enterprises

    Microsoft Academic Search

    Jie Shen

    2010-01-01

    This study investigated the levels of employees' satisfaction with human resource management (HRM) practices in Chinese privately-owned manufacturing enterprise, and differences in satisfaction between employee groups. It emerges that while the levels of employees' satisfaction with performance appraisals, staffing and pay were between high and moderate, levels of satisfaction regarding training and development were low. Employees' satisfaction levels with HRM

  14. Job security, satisfaction influence work commitment

    E-print Network

    Reinardy, Scott

    2012-01-01

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

  15. What's your preference? : An exploratory examination of the effect of human vs ATM vs online interactions on overall consumer satisfaction with banking services

    Microsoft Academic Search

    Diana L. Haytko; Christina S. Simmers

    2009-01-01

    Purpose – The purpose of this paper is to explore the effects of human interaction versus interactions with technology in overall customer satisfaction with banking services, specifically, tellers versus Automated Teller Machines (ATMs) vs online transactions. All types of interactions are important in services, yet their level of importance is changing as the environment change. Design\\/methodology\\/approach – Two studies were

  16. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ...2013-04-01 2013-04-01 false Customs seal. 101.7 Section 101.7 Customs...GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the...Department of the Treasury, the Customs seal of the United States shall consist of...

  17. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ...2011-04-01 2011-04-01 false Customs seal. 101.7 Section 101.7 Customs...GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the...Department of the Treasury, the Customs seal of the United States shall consist of...

  18. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ...2010-04-01 2010-04-01 false Customs seal. 101.7 Section 101.7 Customs...GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the...Department of the Treasury, the Customs seal of the United States shall consist of...

  19. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ...2012-04-01 2012-04-01 false Customs seal. 101.7 Section 101.7 Customs...GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the...Department of the Treasury, the Customs seal of the United States shall consist of...

  20. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ...2014-04-01 2014-04-01 false Customs seal. 101.7 Section 101.7 Customs...GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the...Department of the Treasury, the Customs seal of the United States shall consist of...

  1. Customer complaint behaviour towards hotel restaurant services

    Microsoft Academic Search

    Vincent C. S. Heung; Terry Lam

    2003-01-01

    The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. This study examined Chinese customer complaint behaviour towards Hong Kong hotel restaurant services. The main objectives were to identify complaint patterns and the relationships between customers’ demographic backgrounds such

  2. Life Satisfaction Over the First Five Years Following Burn Injury

    E-print Network

    Hoskins, Jessica Lynne

    2012-10-19

    assessed repeatedly over a five year period post-discharge with the Life Satisfaction Index (LSI), Functional Independence Measure (FIM), and Family Satisfaction Scale (FSS). Structural equation modeling was used to predict life satisfaction (LSI) based...

  3. 26 CFR 801.5 - Employee satisfaction measures.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ...2013-04-01 2013-04-01 false Employee satisfaction measures. 801.5 Section 801...INTERNAL REVENUE SERVICE § 801.5 Employee satisfaction measures. The employee satisfaction numerical ratings to be given...

  4. 26 CFR 801.5 - Employee satisfaction measures.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ...2014-04-01 2014-04-01 false Employee satisfaction measures. 801.5 Section 801...INTERNAL REVENUE SERVICE § 801.5 Employee satisfaction measures. The employee satisfaction numerical ratings to be given...

  5. 26 CFR 801.5 - Employee satisfaction measures.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ...2012-04-01 2012-04-01 false Employee satisfaction measures. 801.5 Section 801...INTERNAL REVENUE SERVICE § 801.5 Employee satisfaction measures. The employee satisfaction numerical ratings to be given...

  6. 26 CFR 801.5 - Employee satisfaction measures.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ...2011-04-01 2011-04-01 false Employee satisfaction measures. 801.5 Section 801...INTERNAL REVENUE SERVICE § 801.5 Employee satisfaction measures. The employee satisfaction numerical ratings to be given...

  7. 26 CFR 801.5 - Employee satisfaction measures.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ...2010-04-01 2010-04-01 false Employee satisfaction measures. 801.5 Section 801...INTERNAL REVENUE SERVICE § 801.5 Employee satisfaction measures. The employee satisfaction numerical ratings to be given...

  8. Customer Engagement in AEP gridSMART Residential Transactive System

    SciTech Connect

    Widergren, Steven E.; Marinovici, Maria C.; Fuller, Jason C.; Subbarao, Krishnappa; Chassin, David P.; Somani, Abhishek

    2014-12-31

    — In 2013, AEP Ohio (AEP) operated a 5-minute real-time price (RTP) electricity market system on 4 distribution feeders as part of their gridSMART® demonstration project. The RTP households were billed for their electricity usage according to an RTP tariff approved by the Public Utility Commission of Ohio. They were given the incentive that their annual bill would be no greater than if they were on the flat-rate tariff, but they had financial incentives to shift consumption from high price periods to low price periods. Incentives were also available for response under high prices from local events, such as reaching the distribution feeder capacity or a critical peak pricing event. An analysis of this transactive system experiment was completed in early 2014. This paper describes the incentive provided to the customer, the nature of their interaction with the smart thermostat that provided automated response to the transactive signal, and their level of satisfaction with the program.

  9. SUPPLY CHAIN SECURITY: THE CUSTOMS COMMUNITY'S RESPONSE

    Microsoft Academic Search

    Kunio Mikuriya

    The international customs community has developed measures to secure and facilitate global trade which have been transformed into international standards for global implementation. These standards are designed to improve customs operations through enhanced risk management that is built upon Customs-to-Customs cooperation and Customs-to-Business partnerships. The standards are supported by existing WCO instruments, including the Revised Kyoto Convention on the Simplifi

  10. Patient satisfaction with anaesthesia - Part 1: satisfaction as part of outcome - and what satisfies patients.

    PubMed

    Heidegger, T; Saal, D; Nübling, M

    2013-11-01

    Patients' involvement in all decision processes is becoming increasingly important in modern healthcare. Patient satisfaction is a sensitive measure of a well-functioning health service system. The objective of this review is to discuss patient satisfaction as part of outcome quality, to define the somewhat abstract term 'satisfaction', and to discuss the role of surrogate markers within the field of satisfaction with anaesthesia care. We critically discuss what is relevant to satisfy patients with anaesthesia care, and we provide guidance on improving satisfaction. PMID:23926924

  11. Marriage matching and gender satisfaction

    Microsoft Academic Search

    Vicki Knoblauch

    2009-01-01

    The performance of the Gale–Shapley marriage matching algorithm (Am Math Mon 16:217–222, 1962) has been studied extensively\\u000a in the special case of men’s and women’s preferences random. We drop the assumption that women’s preferences are random and\\u000a show that $${R_n\\/n\\\\ln n\\\\rightarrow 1}$$ , where R\\u000a \\u000a n\\u000a is the men’s expected level of satisfaction, that is, the expected sum of men’s

  12. F-IF The Customers

    NSDL National Science Digital Library

    This is a task from the Illustrative Mathematics website that is one part of a complete illustration of the standard to which it is aligned. Each task has at least one solution and some commentary that addresses important asects of the task and its potential use. Here are the first few lines of the commentary for this task: A certain business keeps a database of information about its customers. Let $C$ be the rule which assigns to each customer shown in the table his or he...

  13. ICPP custom dissolver explosion recovery

    SciTech Connect

    Demmer, R.; Hawk, R.

    1992-06-11

    This report discusses the recovery from the February 9, 1991 small scale explosion in a custom processing dissolver at the Idaho Chemical Processing Plant. Custom processing is a small scale dissolution facility which processes nuclear material in an economical fashion. The material dissolved in this facility was uranium metal, uranium oxides, and uranium/fissium alloy in nitric acid. The paper explained the release of fission material, and the decontamination and recovery of the fuel material. The safety and protection procedures were also discussed. Also described was the chemical analysis which was used to speculate the most probable cause of the explosion. (MB)

  14. Customized orthodontics: The Insignia System.

    PubMed

    Perri, Alessandro; Gracco, Antonio; Siviero, Laura; Parenti, Incerti Serena; Ippolito, Daniela Rita

    2014-01-01

    Customized treatment systems offer both patient and clinician numerous advantages, first and foremost the possibility of viewing a computerized rendering of the dentition in three dimensions. This allows the orthodontist to perform accurate measurements, analyses and simulations, and for both to be able to view the end result on screen. Thus, computerized technology consents optimization of not only the diagnostic phase, by means of extremely accurate three-dimensional imaging systems, but also the operative phase, by supplying individualized appliances with little or no correction while the treatment is in progress. In this article we present a customized orthodontic system called Insignia and how it works through two different clinical cases. PMID:25745705

  15. Job Satisfaction of Journalists and PR Personnel.

    ERIC Educational Resources Information Center

    Olson, Laury D. (Masher)

    1989-01-01

    Surveys job satisfaction of journalists and public relations personnel in the San Francisco Bay Area. Finds public relations personnel significantly more satisfied with both their jobs and profession. Concludes that the relatively lower levels of job satisfaction for journalists are largely a result of lack of autonomy. (SR)

  16. City Life: Rankings (Livability) versus Perceptions (Satisfaction)

    ERIC Educational Resources Information Center

    Okulicz-Kozaryn, Adam

    2013-01-01

    I investigate the relationship between the popular Mercer city ranking (livability) and survey data (satisfactions). Livability aims to capture "objective" quality of life such as infrastructure. Survey items capture "subjective" quality of life such as satisfaction with city. The relationship between objective measures of quality of life and…

  17. Measuring Job Satisfaction: Reliability of Subscale Analysis.

    ERIC Educational Resources Information Center

    Bergstrom, Betty A.; Lunz, Mary E.

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

  18. Nurse Faculty Job Satisfaction: A National Survey.

    ERIC Educational Resources Information Center

    Moody, Nancy B.

    1996-01-01

    Usable responses from 285 nursing faculty at 35 of 44 schools with doctoral programs showed overall satisfaction with work, coworkers, and supervision. Tenured faculty at large universities with collective bargaining are more satisfied with pay. Faculty in undergraduate programs have less satisfaction. (SK)

  19. Happy Days: "SLJ's" Job Satisfaction Survey

    ERIC Educational Resources Information Center

    Kenney, Brian

    2009-01-01

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

  20. Predictors of Instrumental Music Teacher Job Satisfaction

    ERIC Educational Resources Information Center

    Bryant, Robert Louis, III

    2012-01-01

    Previous research studies related to teacher quality have found that teacher attrition rates are at an all-time high. Although much research has been conducted in the area of job satisfaction within the general teaching population, few studies of job satisfaction exist for instrumental music teachers. The purpose of this correlational study was to…