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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 customerloyalty, customersatisfaction, 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
This study investigates the moderating role of personality traits on the relationship between customersatisfaction and loyalty. Survey data were collected from shoppers of two supermarkets in Beijing, China. The results show that consumers' characteristic of extraversion is positively related to the level of accrued loyalty, while consumer's characteristic of neuroticism attenuates the association between customersatisfaction and loyalty. Implications
This study contributes to a conceptual model that, reflecting the mediating role of customersatisfaction and the moderating role of perceived value, indicates the effect of service quality on customerloyalty in the restaurant industry. The analysis confirms that customersatisfaction is positively influenced by service quality, whereas customerloyalty is positively influenced by customersatisfaction. Furthermore, customerloyalty is
Steel industry is an important enterprise in Taiwan. Owing to the keen competition, how to maintaining old customers becomes a crucial issue which the industrials need to confront with. Many research works in service industry found a relationship between profit attainments and the concepts of service quality, customersatisfaction and customerloyalty. However, there was seldom studies conduct to steel
The study mainly investigates the relationships among brand trust, customersatisfaction, brand loyalty, and word-of-mouth. Nowadays, the automotive industry is facing the competitive environment. Whether the industry can enhance brand trust, increase customersatisfaction, and then improve brand loyalty and word-of-mouth, which is the key issue of this study. Toyota was selected as the object of this study. 375 questionnaires
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 customersatisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…
Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun
The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customersatisfaction and loyalty is the core of the customer relationship management. Sometimes, high customersatisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.
A conceptual model of customer relationship management (CRM) is developed in the context of public schools. Correlates of parent satisfaction were examined as variables in a CRM model within the framework of exit, voice, and loyalty of A. O. Hirschman (1970). The CRM model is composed of parent satisfaction, parent empowerment, parent involvement, school service quality, school ethical climate, school
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 customersatisfaction 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 customersatisfaction and loyalty. PMID:23724700
Explores the extent to which the form of the relationship between customersatisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three behavioural variables (word-of-mouth, feedback to the supplier, and loyalty) were examined. The results point to the fact that differences in the form do exist. Moreover, the results show that differences exist between the
\\u000a The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship.\\u000a Further, customersatisfaction and loyalty is the core of the customer relationship management. Sometimes, high customersatisfaction\\u000a causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer\\u000a relationship management.
This study examines how loyalty influences the relationship between customersatisfaction (CS) and repurchase intention (RPI). Consider- ing the effect of time, the study introduces adjusted expectations, which are expectations updated after consumption experience. The present study investigates the role of adjusted expectations in the CS-RPI link. With structural-equation analysis, the proposed model was tested in the family-restaurant setting. The
This article provides questionnaire items and a theoretical model of factors predictive of customerloyalty 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…
Following the developing of technologic Internet and the intense competing of market in travel industry, the relationship between the travel agencies and customer have great changed in recent years. Travel industry must devote to maintain the customer relationship, crate nice brand image, achieve more customer perceived value, pay attention to customersatisfaction and then obtain customerloyalty that is the
Purpose – The purpose of this paper is to examine the influence of customerloyalty on the predictive relationship between the meets expectations and affective feeling state customersatisfaction constructs and customers' future (re)purchase behavior. Design\\/methodology\\/approach – New measures were developed for the attitudinal and behavioral aspects of customerloyalty, while extant measures were used for the satisfaction constructs and
There were multiple factors identified in a literature review that have a relationship to customersatisfaction, customerloyalty, employee satisfaction, and links between employee and customersatisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customersatisfaction, customerloyalty,and employee satisfaction which will ultimately have a positive impact on their organizations. PMID:22279715
In recent years, customer value has been the favorable theme for numerous tourism studies and reports. However, although Muslims make up one of the largest tourist markets in the world, perceived value of tourism offering oriented toward this market has not been clearly defined. Furthermore, there is a lack of systematic empirical evidence regarding the effects of Muslim Customer Perceived
Wolfgang Müller believes that customersatisfaction is the key to future corporate success in European markets. The evidence is the changing nature of competition (decreasing brand loyalties and buyer focus on price versus quality) and the increasing emphasis of companies on keeping customers happy. The author looks at current practice in Europe and suggests ways of implementing customersatisfaction policies.
Purpose – The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e-service quality (and hence customersatisfaction 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
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 customersatisfaction and customerloyalty exhibited in prior studies. In sharp contrast to the prevailing industry practice of
The relationship between satisfaction and loyalty has been well explored in services marketing or customer relationship management. In this study, the authors studied the relationship of 7 types of service variables under “amusement” factor. Amusement is one of the three factors extracted from 21 mobile information services. Among many different frameworks of satisfaction-loyalty, we used the framework of “past use
Purpose – This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Design\\/methodology\\/approach – Articles were obtained by an English language search of MEDLINE from January
This paper presents the importance of customer relationship management (CRM) and customerloyalty for any organization that whishes to be successful and competitive in the market. A new emphasis in marketing and CRM is more and more widespread - creating customer relationships.In a competitive environment, the organizations have to focus their efforts towards continuous meeting both current and potential needs
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 customerloyalty 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
A dynamic model of duopoly is considered in which a fixed fraction of the customer population changes loyalties in each period from the current high-price setter to the current low-price setter. The model is a stochastic game, and it is shown to have a Markov perfect equilibrium with distinctive economic features. Effects of changes in the duopolists' discount factors and
This study aims to provide a picture of how relationship quality can influence customerloyalty in the business-to-business (B2B) context. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality. We believe that these dimensions of relationship quality can reasonably explain the influence of overall relationship quality on customerloyalty. In
This paper outlines the findings of a study employing a partial least squares (PLS) structural equation methodology to test a customersatisfaction 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…
Employee satisfaction and loyalty had been verified to be critical to a service-oriented organisation's survival and success. Previous research also established the importance of total quality management practices in building operational performance and customersatisfaction. This study integrates total quality management practices by introducing employee training, employee empowerment, teamwork, employee compensation, and management leadership into a theoretical model for studying
Customerloyalty is one of the key factors in customer retention and segmentation. However, quantitative research in this area based on non-subjective data has been rare in the literature. This paper shows how back propagation neural networks can be used to predict the loyalty level of credit card customers based on transaction records. In the meantime, a set of decision
With the rapid development of China's economy, the service industry in China plays an important role in the domestic economy. Competition among enterprises is gradually transformed into the competition on quality of services. Customers are the final recipients of products or services, but also an important resource for the development of enterprises, customersatisfaction and customerloyalty are the fundamentals
Despite the design of various challenge levels in online games, exactly how these challenges increase customerloyalty to online games has seldom been examined. This study investigates how such challenges increase customerloyalty to online games. The study sample comprises 2,861 online gamers. Structural equation modeling is performed. Analytical results indicate that the relationship between challenge and loyalty intensifies when customers perceive that overcoming challenges takes a long time. Results of this study contribute to efforts to determine how challenges and challenge-related perceptions impact customerloyalty to online games. PMID:23768072
The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customerloyalty. This study proposes a research framework to examine the relationships among e-service quality, customersatisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customersatisfaction and trust for obtaining the e-loyalty.
Purpose – In the retailing sector, consumers typically patronize multiple outlets, which leaves outlets striving to earn a greater portion of consumer expenditures. The purpose of this paper is to improve theoretical and empirical knowledge about the impact of retailing loyalty programmes on customer purchasing behaviour. Design\\/methodology\\/approach – The effects of two loyalty programmes on customer behaviour are studied through
Examines how customers’ loyalty is influenced by their relationship with the firm at two distinct levels: the specific relationship customers have with their salesperson; and the overall relationship customers have with the firm. The findings highlight the importance of strong customer-salesperson relationships in the development of customers’ overall evaluations of the supplier firm. Furthermore, both types of relationship were found
This study examined the impact on customerloyalty of giving customers an informed choice. The main objective was to find that if giving customers a choice in determining their service experience, and by providing relevant information about the choices, customerloyalty was maintained or improved following a service failure. The study examined the interactive effects of the foreseeability of the
An information search was performed on analytical, context-aware and ubiquitous customer services in loyalty programmes, with a dimension of entertainment and games. The results are summarized individually for enabling technologies research and developmen...
This paper addresses the question of the impact of alternative ways to partner-specific adaptations in third-party logistics\\u000a provider relationships upon performance, customersatisfaction, and the degree of customerloyalty. It offers a view of related\\u000a theory and a preliminary analysis of “request for quotation” documents. On this basis, several hypotheses are formulated.\\u000a A questionnaire survey and structural equation modeling (SEM)
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…
The paper aims to examine customerloyalty and explore the interrelationships between customer equity variables, namely brand image, company image, relationship quality and relationship value, and customerloyalty. The study conceptualises an integrated customerloyalty 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
Loyalty, its antecedents, and its consequences have been considered extensively. Store loyalty, in particular e-store loyalty, has not, however, received the same level of attention despite the increase in the number of organisations that sell directly over the Internet. This paper focuses on two antecedents of e-store loyalty, perceived switching barriers and satisfaction, and the way in which they interact.
George Balabanis; Nina Reynolds; Antonis Simintiras
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…
Purpose: This study aims to investigate the direction and strength of the relationships between school reputation, parent satisfaction and parent loyalty. Design/methodology/approach: The paper reports the findings of a survey of 325 parents from three primary schools across Norway. Building on previous work examining corporate reputations, a new…
This study investigates the relationship between loyalty to supervisor and two employee outcome variables, i.e. job satisfaction and intent to stay. The proposed hypotheses were tested with a sample of 333 employees in the People’s Republic of China. The results indicate that loyalty to supervisor is positively related to job satisfaction and intent to stay. Loyalty to supervisor explained variance
Customerloyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customerloyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…
Background Previous research has addressed the relationship between customersatisfaction, perceived quality and customerloyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Methods This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis. Results The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment. Conclusions In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customerloyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services.
With the expansive growth of mobile commerce come opportunities for business and mobile service providers. To distinguish its service from another's and build a loyal customer base, a mobile service provider must look beyond technology and appeal to their customers' individuality through CRM. A study to examine the relationships of CRM practices and mobile services with customerloyalty, and the
Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams. When compared, the expected (self) ratings of the members of internal intact work teams were more
This paper investigates the effects of a specific form of electronic word-of-mouth (eWOM) communication, customer-to-customer know-how exchange, on customer perceptions of value and customerloyalty intentions. In addition, the paper explores the antecedents of customer-to-customer know-how exchange overlooked in prior research: motivation, opportunity, and ability. The survey results from 616 participants of an online forum suggest that customer know-how exchange
Thomas W. Gruen; Talai Osmonbekov; Andrew J. Czaplewski
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 customerloyalty on the other, as well as the mediation effects of trust and relationship quality. Design\\/methodology\\/approach – Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept
Nelson Oly Ndubisi; Chan Kok Wah; Gibson C. Ndubisi
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and cus- tomer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM appli- cations is positively associated with improved customer knowledge and improved customersatisfaction. This arti- cle also shows that gains in customer knowledge are enhanced when
The purpose of this memorandum is provide an overview of the results and analysis of the data collected in the 1999 Florida Transit Properties CustomerSatisfaction Index project, as well as to briefly review the data sources and the weighting methodologi...
A model for evaluating customersatisfaction 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)
WisDOT implemented a customersatisfaction survey study across multiple service areas. The goal of the study was to measure and evaluate customersatisfaction and priorities through a comprehensive survey, and to help the department align its business dec...
Customerloyalty has been suggested as the most important indicator of a firm's advantageous position relative to competitors. The effect of service quality on customerloyalty has been empirically proven in a variety of industries. For industries such as grocery wholesalers whose offerings seem to be almost homogeneous in the eyes of retail customers, by implication, service quality in itself
This document is a report on how California community colleges can incorporate customersatisfaction models and theories from business to better serve students. Emphasis is given to two levels of customersatisfaction: macro- and micro-models. Macro-models look at how customersatisfaction relates to other elements or priorities of community…
In the spring and summer of 2011, the Idaho Transportation Department (ITD) commissioned a statewide customersatisfaction survey of Idaho residents to assess their perception of ITDs performance in several key areas of customer service. The areas of serv...
e investigate the association between information contained in the American CustomerSatisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customersatisfaction; i.e., firms advantaged in customersatisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this relationship and find that statistically significant evidence of
...2011-07-01 false Reporting of customersatisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMERSATISFACTION REPORTING Reporting of CustomerSatisfaction Â§ 3055.90 Reporting of...
...2013-07-01 false Reporting of customersatisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMERSATISFACTION REPORTING Reporting of CustomerSatisfaction Â§ 3055.90 Reporting of...
...2012-07-01 false Reporting of customersatisfaction. 3055.90 Section 3055.90...PERSONNEL SERVICE PERFORMANCE AND CUSTOMERSATISFACTION REPORTING Reporting of CustomerSatisfaction Â§ 3055.90 Reporting of...
Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customerloyalty 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 customerloyalty--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 customerloyalty are measurable. When a company consistently delivers superior value and wins customerloyalty, 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
This report contains the findings of the 2004 Defense Technical Information Center (DTIC) CustomerSatisfaction (CS) survey conducted in July 2004. The purpose of the survey was to help DTIC (1) gauge the level of satisfaction among its general users and ...
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 CustomerSatisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...
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 customersatisfaction survey…
As the U.S. economy continues to shift from a manufacturing to a service orientation, it is important for marketers to understand the importance of reactively adapting to customers through the marketing concept. This manuscript deals with one aspect of that adaptive process: customer service satisfaction. The purpose of this paper is to develop a model (see Figure 1) that suggests
This paper has as objective to verify how service attributes, classified by Kano Model as must-be, one-dimensional or attractive, interact on customers' satisfaction. The research was carried out interviewing 119 customers of pizzeria restaurants. The Kano Model category of four attributes is confirmed in the first part. In the second part, a full factorial research explores the interaction among a
In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather t...
This study examines the effects of customersatisfaction on analysts' earnings forecast errors. Based on a sample of analysts\\u000a following companies measured by the American CustomerSatisfaction Index (ACSI), we find that customersatisfaction reduces\\u000a earnings forecast errors. However, analysts respond to changes in customersatisfaction but not to the ACSI metric per se.\\u000a Furthermore, the effects of customersatisfaction
The study reports the impact of relationship marketing on customerloyalty 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,
The present study aims to make a contribution to the body of knowledge in destination management and marketing by improving understanding of the relationships among tourist profile, satisfaction and loyalty. Drawing upon theoretical and empirical evidences in the relevant literature, three hypotheses were developed and tested. A survey of 10,393 foreign tourists visiting Antalya was carried out in the summer
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.
Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customersatisfaction program. There are, however, other compelling reasons also. Customersatisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customersatisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful, longer lasting, and more appreciated by patients and staff. PMID:15062498
"Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved. PMID:17590970
Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customersatisfaction will increase customerloyalty and earn additional profits from customers. Management focus on the achievement of customersatisfaction and customerloyalty, and associated investment, might, therefore, be misguided, if they believe that the available empirical evidence supports a
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 customerloyalty
Peng-Chan Chang; Chun-Ling Chuang; Wang-Ching Chuang; Wei-Ching Lin
Purpose – The objectives of this study are twofold: to investigate the impact of service encounter quality dimensions on perceived value, customersatisfaction, and loyalty, and to examine the moderating effect of perceived risk on the relationship of loyalty with perceived value and customersatisfaction in high contact services. Design\\/methodology\\/approach – A questionnaire survey was adopted. Data were collected from
This study supports a parsimonious range of key service quality dimensions that have a strong influence on customerloyalty at public aquatic centres using data from two major centres in Australia (n = 367 and 307). Confirmatory factor analysis (CFA) supported a model that included three process services quality dimensions and two benefits (outcomes) dimensions. Using structural equation modelling (SEM),
Purpose – The purpose of this paper is to extend research on customerloyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to their “best” customers; but after service failures, will they accept firms' offering better compensation to loyalty program members? Design\\/methodology\\/approach – An experiment was conducted involving mobile telephone service failure
This research investigates the antecedents and consequences of customersatisfaction. We develop a model to link explicitly the antecedents and consequences of satisfaction in a utility-oriented framework. We estimate and test the model against alternative hypotheses from the satisfaction literature. In the process, a unique database is analyzed: a nationally representative survey of 22,300 customers of a variety of major
This handbook focuses on how to measure customersatisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know...
Employee job satisfaction has directly affected on customersatisfaction and customerloyalty. The study examines the factors that has impacted on the job satisfaction, and examines the relationship between demographic characteristics of hotel employees and job satisfaction. The study findings show that there are four factors of job satisfaction; there is no significant difference between demographic variables of employees and
Focusing on the hotel industry, this study builds a functional definition of customersatisfaction 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 customersatisfaction model. The variables of this model were converted into a
\\u000a Companies have to increase their customers’ satisfaction to keep their competitiveness. In services, waiting has great impact\\u000a on service level and customersatisfaction. Consequently, in time-based competition, one of the main objectives of service\\u000a companies is to minimize customer waiting. Waiting can be defined in several ways; however, the ultimate management objective\\u000a should be the maximization of customersatisfaction.\\u000a \\u000a \\u000a The
...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...
...2009-04-01 false Satisfaction of customer claims for standardized...Commitments Â§ 300.400 Satisfaction of customer claims for standardized...delivered to or on behalf of customers in satisfaction of claims pursuant to...
...Collection (NCA CustomerSatisfaction Surveys (Headstone...for NCA, and IG CustomerSatisfaction Surveys. OMB Control...identify and survey its customers to determine the...and their level of satisfaction with existing...
...Information Collection (NCA CustomerSatisfaction Surveys (Headstone/Marker...Clearance for NCA, and IG CustomerSatisfaction Surveys. OMB Control Number...a. Next of Kin National CustomerSatisfaction Survey (Mail to...
...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...
...Commercial Service Annual CustomerSatisfaction Survey AGENCY: International...services. The CS uses an Annual CustomerSatisfaction Survey to measure client's...business practices. The Annual CustomerSatisfaction Survey results enable...
\\u000a A good relationship between companies and customers is a crucial factor of competitiveness. The improvement of service levels\\u000a has become a key issue to develop and maintain a loyal relationship with customers. This paper proposes a method for promotions\\u000a design for retailing companies, based on knowledge extraction from transactions records of customerloyalty cards, aiming\\u000a to improve service levels and
Past e-service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customerloyalty to a content-based service, a healthcare Web site. Content-based service providers must build a loyal customer base in order to attract advertisers and sponsors. Lack of trust has been one of the most important reasons for consumers
Johanna Gummerus; Veronica Liljander; Minna Pura; Allard van Riel
How do companies in the fast-growing industries achieve good customersatisfaction together with efficiency in supply chain management (SCM)? This inductive case study of six customer cases of Nokia Networks, one of the leading providers of mobile telecommunication technology, led to propositions exploring that question. Good relationship between the customer and the supplier contributes to reliable information flows, and reliable
Customer needs are increasingly fulfilled by a seamless integration of products and services. Complexity grows for firms to understand customers since their perception of firm performance can be affected by either product manufacturers or service providers. Our study is attempting to identify possible spillover effects of quality and customersatisfaction between products and services. Potential moderators such as affective commitment
Purpose – The goal of this paper is to investigate how market sensing (market orientation) and customer linking capabilities (service branding and customer empowerment capabilities) enable firms to achieve superiority in customersatisfaction. Design\\/methodology\\/approach – To achieve this goal, a conceptual model was developed, specifying the mediating role of branding and customer empowerment capabilities in the relationship between market orientation
The article introduces the concept and content of facilities management (FM) services. Thepaper presents the concept of customersatisfaction and discusses the key factors whichinfluence the opinions of customers and their satisfaction or dissatisfaction with theservices provided. The article presents two studies: a brief survey of several FM serviceproviders and a survey of customersatisfaction with FM services in Lithuania. Theconclusions are given at the end of the article.
This paper aims to reveal the fundamental features of customersatisfaction with train schedules, which is one of the most basic services provided by a railway company. A customersatisfaction survey of passengers who frequently utilize three lines in the metropolitan area was conducted; we obtained the following findings: (a) out of nine factors to evaluate a train schedule from a passenger's viewpoint, the four most important ones are the frequency of trains running, punctuality, congestion rate, and time distance; (b) the ride-frequency influences the degree of satisfaction with train schedules in a particular line; and (c) it is important to set a numeric goal for the level of customersatisfaction by grasping the relationship between the transport service and a passenger's satisfaction with that service. The difference between customersatisfaction and passenger disutility is also discussed. The findings are expected to help conduct customersatisfaction surveys and also to form the basis for establishing a method by which to evaluate a train schedule from passengers' satisfaction ratings.
In 1995, the National Highway Safety Administration (NHTSA) conducted its first CustomerSatisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, Schulman, Ronc...
The purpose of this research was to determine Air Force Materiel Command's (AFMCs) external customer issues and satisfaction levels as measured and compared by the Air Logistics Centers. Specifically, this project sought to answer how AFMC's Air Logistics...
This project developed and tested the application of a CustomerSatisfaction Index (CSI) process in five selected cities in the U.S. (Akron, Chicago, Minneapolis, Philadelphia, and Portland), and proposed guidelines for its nationwide adoption. The result...
The Center for Urban Transportation Research (CUTR) contracted with the Florida Department of Transportation (FDOT) to develop a Transit CustomerSatisfaction Index (CSI) for fixed-route transit properties in the state. This index was intended to provide ...
This paper reports on a research study into customer value and tourism satisfaction. It used a multidimensional framework to measure customer value in a tourism context including not only a functional dimension of value, but also the additional dimensions of social value, emotional value and epistemic (or novelty) value. It was expected that this broader conceptualization of value would provide
Based on the market characters of jet fuel companies, the paper proposes an evaluation index system of jet fuel company customersatisfaction 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 customersatisfaction 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.
...quality of goods and services available to American...E-Government Website CustomerSatisfaction Surveys will be...agencies to determine customersatisfaction metrics with discrimination...improving their customer service in a targeted...
\\u000a Abstract National customersatisfaction indices häve been published since 1989 in Sweden and since 1994 in the USA. These indices provide\\u000a valuable information about the customer perception of the quality of the economic output. The data collected help customers\\u000a in assessing quality of products and services, cornpanies in benchmarking their operations, and policy makers in making decisions\\u000a about quality-related aspects. In
The primary objective of this study was to determine in Reynolds Army Community Hospital (RACH) patients are experiencing dissatisfaction with their overall pharmacy experience, as indicated in the DoD Provider Level Patient Satisfaction Survey (PLPSS). A...
This report presents information from a national survey of individuals who filed claims for unemployment compensation in 1996 and 1997. The study examines their satisfaction with the Unemployment Insurance system's services, procedures and staff. Results ...
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 CustomerSatisfaction Model was tested through a survey of 276 current Canadian music students. The results indicate that customersatisfaction is strongly affected by
Purpose – The purpose of this research is to provide a comparison of customersatisfaction of two largest US parcel delivery companies, the UPS and FedEx. Design\\/methodology\\/approach – The paper is contrast the overall customersatisfaction and five critical factors (availability, responsiveness, reliability, completeness, and professionalism of service) that directly affect customersatisfaction for these two parcel delivery companies. Written
Bingguang Li; Michael W. Riley; Binshan Lin; Ershi Qi
Purpose – This article undertakes a case study-based analysis of the Tesco Clubcard loyalty scheme that seeks to re-conceptualise the role of loyalty schemes by focusing on the role of loyalty schemes in branding and brand webs. Design\\/methodology\\/approach – The article takes a case study-based approach. Tesco Clubcard has been chosen as the case under study, because it is a
Purpose: The recent changes that have occurred in the Spanish university teaching environment, such as growing competition, have caused these courses to become an important differentiating element of what is offered by each university. Therefore, the authors propose to delve deeper into the relationship existing between satisfaction and the intent…
Marzo-Navarro, Mercedes; Pedraja-Iglesias, Marta; Rivera-Torres, M. Pilar
This report summarizes perceptions of the South Dakota Department of Transportation's performance in delivering services to residents and key customer groups across South Dakota. It is the fifth in a series of surveys that tracks and monitors attitudes an...
This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customersatisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…
Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customersatisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customersatisfaction, and customer-perceived justice again mediated these moderated effects. PMID:17371092
Reviews the literature of library and information science to examine issues related to service quality and customersatisfaction 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…
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 customersatisfaction. In this quantitative study, levels of…
This paper will discuss the phenomenon Mystery Shopping in the field of customersatisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be shown. After the literature part of the paper some practical research will be presented. A Dutch
...of Proposed Information Collection: Generic CustomerSatisfaction Surveys; Physical...Collection Title of Information Collection: Generic CustomerSatisfaction Surveys Physical...necessary for the proper performance of the functions of the agency, including whether...
...Information Collection; Comment Request; Generic Clearance for CustomerSatisfaction Research...Bureau is requesting an extension of the generic clearance to conduct customersatisfaction...necessary for the proper performance of the functions of the agency, including whether...
...Collection; Comment Request: Generic CustomerSatisfaction Surveys...the proper performance of the functions of the agency, including whether...information: Title of Proposal: Generic--CustomerSatisfaction Surveys...covered in the request for a generic clearance will provide...
...Information Collection; Comment Request; Generic Clearance for CustomerSatisfaction Research...Bureau is requesting an extension of the generic clearance to conduct customersatisfaction...necessary for the proper performance of the functions of the agency, including whether...
...Information Collection to OMB Generic CustomerSatisfaction Surveys...covered in the request for a generic clearance will provide HUD...the proper performance of the functions of the agency, including whether...information: Title of Proposed: Generic CustomerSatisfaction...
...Information Collection (Board of Veterans' Appeals CustomerSatisfaction With Hearing Survey) Under OMB Review AGENCY...technology. Title: Board of Veterans' Appeals CustomerSatisfaction with Hearing Survey, VA Form 0745. OMB...
...Information Collection (Board of Veterans' Appeals CustomerSatisfaction With Hearing Survey Card) Activity; Comment...technology. Title: Board of Veterans' Appeals CustomerSatisfaction with Hearing Survey Card, VA Form 0745....
...Agency Information Collection (Nation-wide CustomerSatisfaction Surveys) Activities Under OMB Review AGENCY...SUPPLEMENTARY INFORMATION: Title: Nation-wide CustomerSatisfaction Surveys, VA Forms 1465-2 through...
E-satisfaction as a construct has gained increasing importance in the marketing literature in recent times. The examination of consumer satisfaction in an online context follows the growing consensus that in Internet retailing, as in traditional retailing, consumer satisfaction is not only a critical performance outcome, but also a primary predictor of customerloyalty and thus, the Internet retailer's endurance and
Heiner Evanschitzky; Gopalkrishnan R. Iyer; Josef Hesse; Dieter Ahlert
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. Customersatisfaction 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 customersatisfaction, 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 CustomerSatisfaction Model) is used to approach customersatisfaction. 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.
A random-digit-dial telephone CustomerSatisfaction Survey of more than 2,400 Chicago Transit Authority (CTA) riders who had ridden CTA in the week before the survey was conducted in November 1997. A follow-up to a similar 1995 baseline survey, the survey revealed significant improvement in several key performance areas since 1995 for both bus and rail transit. Most of the improved
The classical quality management theory suggests that different quality improvement practices have a similar positive effect on overall operational efficiency, leading to customersatisfaction. Based on a study of 225 organizations in the electronics industry in Hong Kong, we find that individual quality improvement practice has a specific effect on operational performance, rather than equally improving the overall operational efficiency.
Andy C. L. Yeung; T. C. Edwin Cheng; Ling-Yau Chan
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 CustomerSatisfaction Model was tested through a survey of 276 current Canadian music students.…
The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customersatisfaction 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.
The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customersatisfaction 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.
The Energy Efficiency and Renewable Energy Network (EREN) CustomerSatisfaction Survey was developed and executed in support of EREN`s continuous quality improvement (CQI) plan. The study was designed to provide information about the demographic make up of EREN users, the value or benefits they derive from EREN, the kinds and quality of services they want, their levels of satisfaction with existing services, their preferences in both the sources of service and the means of delivery, and to provide benchmark data for the establishment of continuous quality improvement measures. The survey was performed by soliciting voluntary participation from members of the EREN Users Group. It was executed in two phases; the first being conducted by phone using a randomly selected group; and the second being conducted electronically and which was open to all of the remaining members of the Users Group. The survey results are described.
Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [Dept. of Energy, Oak Ridge, TN (United States). Office of Scientific and Technical Information
Kano customersatisfaction model is used to positively explore the customersatisfaction system of service. In this essay, Kano model is applied to a Tonghua (Jilin, China) electric power company. According to Kano model, the quality characteristics of electric power customer service are classified as 20 items. On the basis of investigative results, it is reported that the improvement countermeasure
Problem statement: There is much research on this subject, but none o f them is about the use of customer relationship management for boostin g the bank customersatisfaction. While we have not any study about customersatisfaction in A gricultural Bank especially in Qom providence. Approach: The research method was applied one and from viewpoint of the process, was
Purpose – The purpose of this paper is to present the results of a survey of customersatisfaction with regard to the strategy of total quality management (TQM) adopted in a wheat flour milling company. Design\\/methodology\\/approach – A survey was conducted to learn more about customer expectations and satisfaction. The respondents were all customers of a flour-based food processor. Quality
This study investigates whether organizational citizenship behaviors enhance job satisfaction among nursing personnel, while exploring whether customer-oriented perception has a moderating effect between nursing personnel's organizational citizenship behaviors and job satisfaction.The authors used a cross-sectional survey sent to 500 nurses with 232 valid responses. According to the research findings, nurses' organizational citizenship behaviors have a positive and significant influence on job satisfaction. Results also indicated that the moderating effect of nurses' customer-oriented perception on the relationship between their organizational citizenship behaviors and job satisfaction was stronger for high customer-oriented perception than it was low customer-oriented perception. PMID:20693338
While other service industries have been measuring and leveraging customersatisfaction for years, managed care organizations (MCOs) are relatively new participants in using customersatisfaction measures for other than traditional quality assurance progr...
Purpose – The paper aims to develop an evaluation model of the customersatisfaction index (CSI) in an R&D organization. A conceptual framework on customersatisfaction with a probabilistic approach has been attempted based on customer requirements and expectations in compliance with the clauses of ISO 9001:2008. Design\\/methodology\\/approach – A survey through a well-designed customer feedback data sheet has been
Purpose – This study examines customers of grocers who provide both online and traditional in-store options to determine if there are substantial differences in customer's perceptions of service quality, product quality, product range, and sacrifices made when using a specific channel. By better understanding customer preferences, firms can appropriately match strategy and market expectations. Design\\/methodology\\/approach – Data were gathered from
Andrea M. Prudhomme; Kenneth K. Boyer; G. Tomas M. Hult
The aesthetic qualities of products are critical factors in achieving higher customersatisfaction. This study presents a robust design approach incorporating the Kano model to obtain the optimal combination of design form elements. This can effectively enhance customersatisfaction and aesthetic product qualities with multiple-criteria characteristics. The Kano model is used to better understand the relationship between performance criteria and
Customersatisfaction is very important to commercial bank's development. The BP neural network and Kano model are employed to study commercial bank's customersatisfaction. The results show that banking convenience and service level are the most important factors, while the safety and neatness environment of banking are must-be factors. The toilet, parking and lighting of banks are \\
While prior research has examined customersatisfaction in retailing and e-commerce settings, online trading services has received little research attention. To understand customersatisfaction better in this fast-growing service, we investigated the role of flow experience, a sensation that occurs with significant cognitive involvement in the online trading process. We focused on experience clues and flow construct and examined how
This study examined the impact of human resource (HR) capabilities on internal customersatisfaction and organisational effectiveness. It drew on data from HR managers and line managers; a total of 238 valid matches was obtained. Structural equation modelling was employed to examine the proposed model. The results showed that some HR capabilities appear to be linked to internal customersatisfaction
Purpose – The purpose of this paper is to attempt to identify the most salient attributes that influence customersatisfaction 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
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
The customersatisfaction is one of important factors for service performance of online shopping Web. The Kano model is used to better understand the relationship between performance criteria and customersatisfaction, and to resolve trade-off dilemma in multiple-criteria optimization by identifying the key criteria in customersatisfaction. This study presents an approach incorporating the Kano model to obtain the optimal
The problem addressed in the quantitative inferential study was the need to understand what service factors and satisfaction levels contribute to student enrollment retention in a private university for it to remain competitive. A survey, designed by the researcher, was administered to undergraduate, residential students of a private business…
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 customersatisfaction and firm performance. However, few studies have…
This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customersatisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customersatisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customersatisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction. PMID:22124495
Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard
As people increasingly play online games, numerous new features have been proposed to increase players' log-on time at online gaming sites. However, few studies have investigated why people continue to play certain online games or which design features are most closely related to the amount of time spent by players at particular online gaming sites. This study proposes a theoretical model using the concepts of customerloyalty, flow, personal interaction, and social interaction to explain why people continue to play online network games. The study then conducts a large-scale survey to validate the model. Finally, it analyzes current online games to identify design features that are closely related to the theoretical concepts. The results indicate that people continue to play online games if they have optimal experiences while playing the games. This optimal experience can be attained if the player has effective personal interaction with the system or pleasant social interactions with other people connected to the Internet. Personal interaction can be facilitated by providing appropriate goals, operators and feedback; social interaction can be facilitated through appropriate communication places and tools. This paper ends with the implications of applying the study results to other domains such as e-commerce and cyber communities. PMID:15006164
It has been well documented that employing self-service technology (SST) results in considerable cost savings but few studies have examined its impact on consumers’ behavior. We apply a well-recognized model from the field of services marketing in an SST context. We examine how the established relationships between satisfaction, affective and calculative commitments, and loyalty are affected when the service is provided through a technology interface as opposed to service personnel. We then present two alternative perspectives on the role of SST. The first is based on the predominant assumption that SST is a moderator of the relationship between customerloyalty and its drivers, while the other rests on the assumption that SST is just another context and that its role in affecting customerloyalty is mediated by drivers of loyalty. A cross-sectional study conducted in the banking industry shows that SST does not change everything. The classical model of how customers evaluate services and the predictors of loyalty are replicated in the SST setting. Interestingly, SST does not have a direct influence on loyalty by itself but its effects are mediated by commitment. However, it is the affective commitment that is more important in forming loyalty toward the service provider.
\\u000a The progress of information technology has enabled companies to collect and process enormous amount of information. The direct\\u000a information from customers, such as complaints and requests, is one of the valuable information for companies to increase\\u000a the customersatisfaction and accordingly to retain the customers. Open-ended responses in questionnaire surveys contain important\\u000a signals and suggestive ideas from customers. However, companies
This research effort studied the customersatisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring...
Customersatisfaction is at the heart of the Pennsylvania Quality Initiative (PQI), which was created in 1994 to build a more effective partnership among all the stakeholders involved in the process of designing, building, operating, and maintaining Penns...
This paper explores the concept of customersatisfaction in relation to the scuba-diving consumption experience. It investigates the myriad of tangible and intangible elements of the experience, from which scuba-divers derive a sense of meaning and\\/or satisfaction. The results indicate that satisfaction is gained from a complex array of consumers' perceptions of the dive itself, but also from a range
In today's ever-increasing globalization of services and brands, service-oriented businesses need to attend to the satisfaction of their customers both domestically and abroad while transcending unique cultural differences from country to country. This study provides a cross-cultural comparison of service satisfaction of fast food establishments in four English-speaking countries. It is based on data collected from customers of five globally-franchised
G. Ronald Gilbert; Cleopatra Veloutsou; Mark M. H. Goode; Luiz Moutinho
The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customersatisfaction in the university dining facilities and to examine the influence of customersatisfaction on return intention and word-of-mouth endorsement. A web survey questionnaire was distributed to 4659 students at a
Purpose – The purpose of this paper is to define and describe informal screencasting (i.e. capturing your actions on a computer screen with the goal of showing others how to accomplish tasks on a website or in a given software environment). Customer-satisfaction survey results from 103 faculty, staff, and students are presented. Design\\/methodology\\/approach – An online survey revealing customersatisfaction
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 customersatisfaction. It also aims to examine an individual-level variable (educational…
Satisfaction with banking services is an area of growing interest to researchers and managers. This research examined the survey responses of 560 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to five banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial
This article discusses a framework in which a researcher may apply a customersatisfaction 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…
The most important efforts that have been reported for the development of generic satisfaction barometers during the last years refer to individual business organisations, industry sectors or the total of national economies. The main aim of these efforts is the data collection either for comparative analysis of companies’ performance regarding customersatisfaction or for monitoring the evolution of global and
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
Purpose – This paper aims to examine the three dynamics of customer relationship management (CRM), namely, service quality (SQ), customersatisfaction (CS) and customerloyalty (CL) (long-term relationship) in the healthcare sector. It specifically investigates the effects of physical environment quality (PEQ) and interaction quality (IQ) and significant components of SQ on outcome SQ dimensions, namely, CS and CL. Design\\/methodology\\/approach
Purpose – The purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customersatisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank. Design\\/methodology\\/approach – Based on the SEM tool of Linear Structure Relation (LISREL), this study develops and empirically tests a model examining
In all industries, competition among businesses has long been encouraged as a mechanism to increase value for customers. In other words, competition ensures the provision of better products and services to satisfy the needs of customers. Various perspectives of competition, the nature of service quality, health-care system costs and customersatisfaction in health care are examined. A model of the relationship among these variables is developed. The model depicts customersatisfaction as an outcome measure directly dependent on competition. Quality of care and health-care system costs, while also directly dependent on competition, are considered as determinants of customersatisfaction as well. The model is discussed in the light of propositions for empirical research. PMID:17958970
Increasingly organizations are recognizing the value of establishing close relationships with their customers. Despite this, research has not deeply explored how the intangible aspects of relational exchange such as customersatisfaction, as well as affective commitment, calculative commitment, and trust, combine to determine loyalty in the…
The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customersatisfaction. The customersatisfaction 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 customersatisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customersatisfaction, 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.
Purpose – The purpose of this paper is to reassess the properties of the hierarchical service quality model (HSQM) – a previously introduced service quality assessment tool. The HSQM views service quality as a three-tiered concept with interaction quality, outcome quality, and physical environment quality as initial sub-dimensions. The study aims to apply HSQM to two new service contexts and
Customersatisfaction measurement is an important part of marketing research in industrial organizations since it is the key to formulating customer value strategies and to continuously improving implementation of these strategies. Traditional techniques for modeling the network such as partial least squares (PLS) lack the capability of fitting the nonlinear and asymmetric relationships. This article presents a new technique of
This paper presents a Data Envelopment Analysis (DEA) network model that allows inclusion of customersatisfaction 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
Purpose – Aims to illustrate the extent to which the concept of sustainable management can be grounded in a new appreciation of customersatisfaction, to set out the concept of sustainable management based on business ethical considerations on corporate social responsibility, and to distinguish it from similar concepts. Its rationale lies in the figure of the generalised customer. Design\\/methodology\\/approach –
Purpose – Customersatisfaction is becoming increasingly important for organisational survival, let alone prosperity. In this context, this study seeks to examine the impact of cultural dimensions on the customer service orientation of employees and recognize potential variations between the perceptions of managerial and non-managerial employees regarding the aforementioned relationship. Design\\/methodology\\/approach – The study took place in 20 Greek public
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
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 customersatisfaction 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
This study addresses the effect of customer relationship management (CRM) practices on online customersâ€™ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing
The greater the loyalty a company engenders among its customers, employees, suppliers, and shareholders, the greater the profits it reaps. Frederick Reichheld, a director emeritus of Bain & Company, offers advice on improving loyalty that is based on more than a decade of research. Primarily, he says, outstanding loyalty is the direct result of the decisions and practices of committed top executives with personal integrity. The "loyalty leader" companies--those with the most impressive loyalty credentials--are a diverse group, ranging from Vanguard and Northwestern Mutual to Chick-fil-A, Harley-Davidson, Intuit, and Enterprise Rent-A-Car. But beneath their surface variations lie six strikingly similar relationship strategies: 1. Preach what you practice. Executives must preach the importance of loyalty in clear, precise, powerful terms. 2. Play to win-win. It's not enough that your competitors lose; your partners must win. There's a clear connection, for instance, between a company's treatment of its employees and its attitude toward customers. 3. Be picky. A truly humble company knows it can satisfy only certain customers, and it goes all out to keep them happy. Careful selection of employees also plays an important role. 4. Keep it simple. Great leaders understand that they must simplify rules for decision making. 5. Reward the right results. Many companies reward employees who grab short-term profits and short-change those who build long-term value and customerloyalty. 6. Listen hard, talk straight. Long-term relationships require honest, two-way communication and learning. Exemplary leaders break through the cynicism of the times by showing they believe that an organization thrives when its partners and customers do. PMID:11447619
Purpose – The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Design\\/methodology\\/approach – Following a literature review of complaint satisfaction and the role of customer contact employees in complaint encounters, an exploratory study using both the laddering interviewing technique and Kano
Thorsten Gruber; Alexander Reppel; Isabelle Szmigin; Roediger Voss
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…
To improve the manufacturer's medical equipment after-sale service, the fifth Shanghai zone customersatisfaction survey was launched by the end of 2011. The DSA/X-ray equipment was setup as an independent category for the first time. From the survey we can show that the DSA/X-ray equipment's CSI is higher than last year, the customersatisfaction scores of preventive maintenance and service contract are lower than others, and CSI of local brand is lower than imported brand. PMID:23461127
In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customersatisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customersatisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customersatisfaction due to an increased sense of self-congruity. PMID:19250014
Given the radical changes in the airline industry where many airlines struggle to sustain their financial viability, consolidation appears to be one viable option for airlines. While airlines guarantee that consolidation will bring better customer service, the traveling public fears the effects of mergers that result from less competition. Using the AA\\/TWA merger, this article presents the results of an
Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable\\/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable\\/prompt
Purpose – Franchised convenience stores successfully operate throughout Taiwan, but the convenience store market is approaching saturation point. This study attempts to empirically examine some important elements (e.g. relationship quality, loyalty, and cooperation) that might promote a successful long-term franchising relationship between franchisors and franchisees of convenience stores in Taiwan. Design\\/methodology\\/approach – A total of 500 surveys were mailed to
Purpose – This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customersatisfaction and behavioral intentions in fast-food restaurants (FFRs). Design\\/methodology\\/approach – The construct reliability and validity was assessed using exploratory factor analysis and confirmatory factor analysis. Structural equation modeling was employed to estimate the relationship among
Purpose – Compared with the emphasis that service quality research has received in online marketing, much less work has been done on the role of price perception, service attribute-level performance and satisfaction that unfolds over time, and their effects on customer retention. This paper seeks to fill this gap in the literature. Design\\/methodology\\/approach – This paper builds propositions about the
Purpose – The purpose of this paper is to assess the relative importance of various service-quality dimensions in explaining customersatisfaction; and to examine whether this assessment is affected by the measurement instrument that is used. Design\\/methodology\\/approach – A new (“servicescape”) model for directly measuring the physical and the interactive features of a service is proposed and tested against the
Purpose – This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the service quality (SQ) construct and its relationship with those of customersatisfaction (SAT) and behavioral intentions (BI). Design\\/methodology\\/approach – The study utilized the service classification scheme developed by Schmenner
Purpose – By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customersatisfaction. Design\\/methodology\\/approach – In this paper, the research framework and hypotheses are constructed through a literature review. Kano model is applied to classify the home delivery service elements into five quality attributes
Mu-Chen Chen; Kuo-Chien Chang; Chia-Lin Hsu; I-Ching Yang
This article describes a campus-wide customersatisfaction 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…
This research discusses current trends and innovations in information technology that are affecting and changing the hotel industry in relationship to customer demand and satisfaction. The challenges of providing global information technology solutions and providing some practical considerations and project management guidelines require hotel futurist who study emerging technologies and their impacts to address and stay competitive within the hotel
The purpose of this study is to select on optimal alternative for the planning of new coffee shop based on customersatisfaction. We used a modified Delphi method involving 5 experts and 10 coffee shop managers. We analyze the data using an Analytic Hierarchy Process (AHP) method to find the weighted values of each evaluation factors. We construct a decision
Customersatisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customersâ€™ survey mode was
The Department of Defense Education Activity (DoDEA) CustomerSatisfaction 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…
The Department of Defense Education Activity (DoDEA) CustomerSatisfaction 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…
Discusses ways to embed customer service learning and customerloyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)
Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customersatisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. However, it is equally vital to managers
Due to the intensive competition, the competence of an enterprise has focused on knowing customers and satisfying customers. Under the emerging paradigm, to establish an effective and efficient quality system becomes a main issue for enterprises. Upon its 4th revision in 2008, the ISO 9001:2000 Quality Management System (QMS) becomes much more clearly emphasizing on implementing customersatisfaction for both
This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customersatisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customersatisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customersatisfaction. In contrast, there were no significant relationships between relational service quality and customersatisfaction. The article concludes with a discussion of these results. PMID:19622323
Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M
Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated. PMID:18677250
This study focuses on smart phones' suitability as a mean for online trading, and on the impact of smart phone services on customers' satisfaction. Key resources for smart phone trading services are classified in three categories: service contents, wireless network services and features of smart phones. For each category, critical service-related factors were identified. Using SERVQlJAL and WebQual models, we
Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA CustomerSatisfaction 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…
Since 2004, increasing importance has been placed on the adoption of electronic medical records by healthcare providers for documentation of patient care. Recent federal regulations have shifted the focus from adoption alone to meaningful use of an electronic medical record system. As proposed by the Technology Acceptance Model, the behavioral intention to use technology is determined by the person's attitude toward usage. The purpose of this quality improvement project was to devise and implement customized templates into an existent electronic medical record system in a single clinic and measure the satisfaction of the clinic providers with the system before and after implementation. Provider satisfaction with the electronic medical record system was evaluated prior to and following template implementation using the current version 7.0 of the Questionnaire for User Interaction Satisfaction tool. Provider comments and improvement in the Questionnaire for User Interaction Satisfaction levels of rankings following template implementation indicated a positive perspective by the providers in regard to the templates and customization of the system. PMID:23321480
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 CustomerSatisfaction 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 customersatisfaction 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 customersatisfaction 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.
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 customersatisfaction 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 customersatisfaction models. However, such an approach to modeling customersatisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort.
Kwong, C. K.; Fung, K. Y.; Jiang, Huimin; Chan, K. Y.
Mouthguards are considered by most authors to be an essential part of equipment for athletes participating in contact sports. However, there are few studies evaluating the satisfaction of the elite athlete with mouthguards. The purpose of this study was to evaluate the satisfaction of elite tae kwon do athletes with custom-made mouthguards in a period of 4 months. The subjects were 22 elite athletes (11 boys and 11 girls) aged between 15 and 17 years. Each athlete was provided with an individual mouthguard made of ethyl vinyl acetate (EVA) material. Using Visual Analog Scale (VAS) questionnaire, esthetic appearance, ability to talk and to breathe, kiyapping (yelling in tae kwon do), oral dryness, nausea, stability, ease in fitting into the mouth, inclination to chew and overall satisfaction were evaluated. Respective values of boys and girls were also compared. One-way anova and paired sampled t-tests were performed for statistical analyses using spss 11.0 windows program. There was no significant difference in the level of satisfaction between the first week and fourth month values. Results also showed that the level of satisfaction did not change statistically between male and female athletes. PMID:16872388
Purpose – The purpose of this paper is to address the following questions in the context of a transactional web site. How do web site attributes influence customersatisfaction? Will an increase in the performance of a specific attribute lead to increased satisfaction? Design\\/methodology\\/approach – Since interactivity is considered a distinguishing characteristic of the new media and a web site
Purpose – First, to investigate the relationship between customer perception of service quality and bank financial performance in the new context of the automated banking environment in Australia. Second, to test for the mediating role of customersatisfaction in that relationship. Design\\/methodology\\/approach – Reviews a very large literature and numerous previous empirical investigations of service quality. Defines automated service quality.
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 customersatisfaction 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
Purpose – This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach. Design\\/methodology\\/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions to measure Malaysian Islamic banking service quality. Respondents are the customers
Relationship marketing is not a new phenomenon, but is now one of the most important topics in marketing academia and the business community. For marketing practitioners, greater benefits may arise by perceiving relationship marketing as an underlying philosophy of caring for customers. In the Academy, many scholars have suggested a new marketing paradigm based on relationship marketing. The rationale behind
Rising world affluence and an aging global population have led to expansive growth in the financial services market in recent years. When coupled with advances in information technologies (IT) and the Internet, the demand for services opens global opportunities for financial service firms and consequently will heightened competition. To gain a competitive edge, many firms have turned to customer relationship
With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customersatisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. (43) and the factors proposed by Jarvenpaa and Todd (27). The model
The paper investigates the effects of HRM practices on service quality, customersatisfaction and performance in the hotel industry. A conceptual model is developed and four research hypotheses are empirically examined using structural equation modelling. The data were collected via a survey of Indian based hotels. 52 hotels in India responded to questionnaires pooling 52 HR managers 260 employees (5
Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customersatisfaction in a New Zealand banking context. Design\\/methodology\\/approach – Internet banking service customers of a national bank in New Zealand completed a self-administered questionnaire. Data obtained from the customers
Michel Rod; Nicholas J. Ashill; Jinyi Shao; Janet Carruthers
This paper describes factors affecting health worker motivation and satisfaction in the public sector in Ghana. The data are from a survey of public sector health care providers carried out in January 2002 and repeated in August 2003 using an interviewer administered structured questionnaire. It is part of a continuous quality improvement (CQI) effort in the health sector in the Greater Accra region of Ghana. Workplace obstacles identified that caused dissatisfaction and de-motivated staff in order of the most frequently mentioned were low salaries such that obtaining basic necessities of daily living becomes a problem; lack of essential equipment, tools and supplies to work with; delayed promotions; difficulties and inconveniences with transportation to work; staff shortages; housing, additional duty allowances and in-service (continuous) training. Others included children's education, vehicles to work with such as ambulances and pickups, staff transfer procedures, staff pre-service education inadequate for job requirements, and the effect of the job on family and other social factors. There were some differences in the percentages of staff selecting a given workplace obstacle between the purely rural districts, the highly urbanized Accra metropolis and the districts that were a mixture of urbanized and rural. It is unlikely that the Ghana Health Service can provide high quality of care to its end users (external customers) if workplace obstacles that de-motivate staff (internal customers) and negatively influence their performance are not properly recognized and addressed as a complex of inter-related problems producing a common result--dissatisfied poorly motivated staff and resulting poor quality services. PMID:15688876
Agyepong, Irene Akua; Anafi, Patricia; Asiamah, Ebenezer; Ansah, Evelyn K; Ashon, Daniel A; Narh-Dometey, Christiana
Present paper reports on the results of a pilot customersatisfaction study carried out on 1.720 consecutive women (18.7 with spontaneous access) attended senology department (Trento and Borgo) in the context of a organized mammography screening programme, started in October 2000. Data were collected by a questionnarie filled by the women after mammography. 4.3% of the invited women reported the receiving the letter late, 0.9% considered it inaccurate, 7.2% had some problems for getting a new date for test, 1.8% of the whole sample reported some problems for external access and 2.2% for internal access to health facilities; 1.9% perceived waiting room as not friendly. The welcoming by the personnel is judged quite well, only 0.6% complained about it. Trento centre, is more efficient than Borgo. In 21.7% of the cases the mammography has been performed within next 30 minutes of the fixed time and in 7.9% besides that. 36.8% of the whole sample perceived mammography as tiresome and 4.1% as painful. The percentage of women reporting mammography disconforting increase, in Trento sample, according the education level as previously reported. The data about perceived quality are satisfactory, on the whole. Anyway it would be opportune to contain the waiting time. PMID:16353680
Della Sala, W; Tognotti, F; Pellegrini, M; Bernardi, D; Gentilini, M; Piffer, S
...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...
Loyalty is a complex notion. Recognizing moments of loyalty in nursing can encourage pride in the profession and thereby assist in elevating nursing as a profession. If nurses can appreciate the complexities involved in loyalty, this knowing might assist them in understanding personal struggles with loyalty when they arise and may also help in the understandings-misunderstandings that can occur when a breach of loyalty is felt. In this column, this complexity is discussed. Loyalty as a part of living quality is also highlighted in that loyalty is always choosing value priorities in co-creating living quality. Furthermore, the principles of humanbecoming are used as a guide to teaching-learning as well as recognizing loyalty in the nursing profession. PMID:24085667
Comparatively little attention has been paid to the role played by trust and perceived risk in determining satisfaction within the banking sector and in particular Automated Teller Machines (ATMs). Here, the key variables in determining satisfaction with ATMs are determined. Based on a literature review, a number of hypotheses have been developed. A linear regression model is used to predict
This paper aimed to investigate the applicability of the SERVQUAL model in predicting customersatisfaction and customer behavioral intentions in one of the segments of the sport tourism industry, named outdoors. Two hundred and eighty seven (N?=?287) individuals took part in the study. These individuals participated in an outdoor program that took place in the lake Plasteera, Greece, and included
Providing high quality services to our customers continues to be one of the top priorities of the Patent and Trademark Office. Each of our major business areas, which include Patents, Trademarks, and Information Dissemination, has established customer ser...
This research investigated how customers' relationships with a service organization affect their reactions to service failure\\u000a and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions\\u000a and expectations when service failures occur. The empirical results showed that customers with higher expectations of relationship\\u000a continuity had lower service recovery expectations after a service failure and also attributed
Ronald L. Hess Jr.; Shankar Ganesan; Noreen M. Klein
An analysis of the base housing organization Clark/Pinnacle revealed factors of satisfaction and dissatisfaction with the organization s current organizational and marketing strategies. Research was conducted through management interviews, a focus group t...
Patient satisfaction surveys have become popular gauges of practice efficiency and are among the markers used by third-party payers to measure health-care quality. Although surveys may yield valuable information for providers to improve their services, these results most often are assigned a low priority and not applied in actual practice. This article briefly outlines the basic features of a patient satisfaction survey and details specific steps that managers may follow to implement their findings. PMID:15523774
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 customerloyalty 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
The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations or whether their Internet presence mainly depends on the basic actions of "supplying information" and "reservations". Also, it investigates the effects of e-CRM system on customerloyalty and satisfaction as well as the impact of relationship marketing practices to customer retention and acquisition. They have understood the importance of using electronic channels instead of traditional ones to implement their marketing strategies. Thus, e-crm system has assisted hotel business to manage more effectively their reservations and serve their customers as fast and as effective as possible. They did not seem to apply many of the relationship marketing strategies to emphasize customer retention and continual satisfaction because of difficulties in staff training.
Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care. PMID:23084619
A study examined the impact of a communication training program on the productivity ratings and end-user satisfaction ratings of User Support Professionals (USPs). Subjects, 30 USPs whose training level qualified them to respond to problem solving calls received by a large centralized Help-desk facility located in the southwestern part of the…
As part of the Workforce Investment Act of 1998, Los Angeles OneSource Centers offer low-income youth ages 14-21 services aimed at improving educational achievement, enhancing job skills, and preparing for college. The primary purpose of this study was to evaluate the youths' satisfaction with services received at 14 OneSource Centers throughout…
Heisley, Deborah D.; Moore, Richard W.; Patch, Robin N.
Nowadays changes in global trade and Maritime transportation always will create competition between ports. Following this competition will be absorption of goods, and it will bring about economic boom. It is therefore appropriate to provide facilities to increase satisfaction of Shipping Lines, which in turn can attract the many shipping lines to port and the port will increase their allegiance.
In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers. PMID:23668048
Patient care teams are emerging as health care organizations continue to face resource constraints and greater demands for patient satisfaction. Although health care management researchers and managers tout the benefits of teams, findings from empirical research are mixed regarding the use of patient care teams. To gain a better understanding of patient care teams, we examined the antecedents and consequences
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
The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This study examines the association between blood center centralization or decentralization and several aspects of hospital satisfaction. Centralized and decentralized blood centers have significant differences in various aspects of hospital customersatisfaction. Advantages and disadvantages of the two structures are discussed, as well as areas for future research. PMID:16513599
After 17 years of economical and market development, Romanian companies face a new challenge: the tough competition from the European Union and the battle for the customers. The Romanian enterprises will have to learn not only how to attract customers, but also how to keep them. Marketing programs include now aspects regarding customer orientation, relationship management, loyalty and quality. In
User-Centeredness is the popular approach for achieving users’ satisfaction. Nevertheless, when considering profit optimization\\u000a under economy efficiency and the limit of development period, it is almost impossible to apply solutions to all the usability\\u000a problems reported during the test. Therefore, the strategic approach is required to maximize the perceived usability under\\u000a the limited circumstance. Physical User Interaction (PUI) is defined
...projects, the Center for Scientific Review (CSR), the National Institutes of Health...modified operations and processes now used by CSR to review grant applications; (2) To assess the quality of service provided by CSR to our customers; (3) To enable...
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…
This paper examines the effect of the different levels of web adoption on firm performance. We propose and test a model integrating one direct path and four indirect paths between levels of web adoption and firm performance. These four indirect paths take into account customersatisfaction, corporate image, market expansion and internal efficiency as intermediate factors. Data were collected from
Jose M. Hurtado González; Sebastian Bruque Cámara; Jose L. Galan González
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 customersatisfaction at point-of-purchase and post-purchase in online purchases. The sample size in this research is 154…
Nawi, Noorshella Che; Fong, Michelle; Tatnall, Arthur
Through application of modern supply chain concepts in combination with state-of-the-art information technology, mask manufacturing performance and customersatisfaction can be improved radically. The AutoMOPS solution emphasizes on the elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and prototype production stages.
de Ridder, Luc; Filies, Olaf; Rodriguez, Ben; Kuijken, Aart
Customer orientation has been seen as a magic formula since 1980. Many companies invested a lot of money to change their IT systems in order to be more customer oriented, thus many different industries (retail, banking, airlines, insurance, hotels etc.) began with different CRM programs. Today nearly every company offers a different CRM or loyalty program. In the year of
Customerloyalty is widely accepted as a critical factor in the long-term success of a service organization. This study develops\\u000a a model of information cascades-based student loyalty (ICSL) by embedding information cascades in the context of educational\\u000a services with insight from more traditional educational research. In the ICSL model, student loyalty is influenced directly\\u000a by the perceived quality of teaching
Continuous quality improvement is the new requirement of the Joint Commission on Accreditation of Healthcare Organizations. This means that meeting quality standards will not be enough. Dietitians will need to improve those standards and the way they are selected. Because quality is defined in terms of the customers, all quality improvement projects must start by defining what customers want. Using a salad bar as an example, this article presents and illustrates a technique developed in Japan to identify which elements in a product or service will satisfy or dissatisfy consumers. Using a model and a questionnaire format developed by Kano and coworkers, 273 students were surveyed to classify six quality elements of a salad bar. Four elements showed a dominant "must-be" characteristic: food freshness, labeling of the dressings, no spills in the food, and no spills on the salad bar. The two other elements (food easy to reach and food variety) showed a dominant one-dimensional characteristic. By better understanding consumer perceptions of quality elements, foodservice managers can select quality standards that focus on what really matters to their consumers. PMID:8227881
If managers want to retain talented younger employees they will have to satisfy employees' needs for career fulfillment. Suggestions are made for individual actions managers can take to encourage a sense of loyalty in subordinates. (Author/MLF)
Purpose – Public funding of institutions offering higher education is becoming scarcer, more complex, and to an ever-increasing extent performance-based. Concerning the teaching area the financing is partly based on student credits and professional degrees. Thus student loyalty has become an important strategic theme. The purpose is to study relationships between student satisfaction, students' perceptions of the reputation of an
Data from 103 for-profit, nonprofit, and government-owned hospitals, spread across about half of the United States clearly show that there are common elements and several core competencies in all hospitals, some probably driven by JCAHO accreditation standards, but others coming from universal experience stemming from the changes in healthcare. The common competencies that are not, in my opinion, driven directly by the JCAHO standards include professionalism, accountability, self-esteem, customer service/focus, communication, information management/using data in decision making, and teamwork. There are several possible connections among the core competencies that suggest that the effects of accountability and possibly self-esteem on such outcomes as patient satisfaction and quality of care should be the subject of more research in healthcare settings. There are, however, several possible interventions to increase the core competency base of any hospital, which can be applied without this research. Executives and managers who attempt to measure and change these common competencies through selection, assessment, organizational system change, or reward and compensation systems will change the competence base of their workforce in critical areas needed in the future healthcare economy. Using a competence model incorporating these competencies may change the culture of the organization toward that which will be needed for survival in the twenty-first century. PMID:10847920
This research focuses on the impact of leadership empowerment behavior (LEB) on customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy and adaptability. Moreover, the authors propose an interactive relationship whereby LEB will be differentially effective as a function of employees' empowerment readiness. The authors' hypotheses are tested using survey data from a sample of 231 salespeople in the pharmaceutical field, along with external ratings of satisfaction from 864 customers and archival sales performance information. Results indicated that contrary to popular belief, employees with low levels of product/industry knowledge and low experience benefit the most from leadership behaviors that are empowering, whereas high-knowledge and experienced employees reap no clear benefit. The authors conclude with directions for future research and application. PMID:16162066
Loyalty reward programs (LRPs), initially developed as marketing programs to enhance customer retention, have now become an important part of customer-focused business strategy. With the proliferation and increasing economy impact of the programs, the management complexity in the programs has also increased. However, despite widespread adoption of LRPs in business, academic research in the field seems to lag behind its practical application. Even the fundamental questions such as what LRPs are and how to classify them have not yet been fully addressed. In this paper, a comprehensive framework for LRP classification is proposed, which provides a foundation for further study of LRP design and planning issues.
This study extends prior research on voice, loyalty, and postvoice outcomes by examining a variety of methods by which an employee may choose to voice a dispute. The authors argue that more loyal employees may prefer and use less formal methods to voice discontent and that the use of less formal voice methods relates to less job search activity and lower intent to quit. This study also investigated the interrelation between loyalty, voice method, and satisfaction with the attempt to resolve the dispute. Findings from a sample of university staff employees (N = 452) provide support for the hypotheses. PMID:12558222
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 customersatisfaction. In order to better understand the drivers of employee satisfaction, the authors investigate whether Kano's model of customersatisfaction also applies to employee satisfaction. Kano's
This paper explores 2 different probabilistic models explaining willingness to pay premium prices for high-quality cured products from the swine industry. Seven cured pork products (sausage, fuet, ham, loin, shoulder, salami and pepperoni) were studied in 9 food-stores in Valladolid, Spain. Consumers of the products were interviewed (686 completed surveys). It was found by using mixed effect statistical models that the relationship between willingness to pay a premium price and customersatisfaction had nonlinear behavior, following an S-shape with inverted slope which was the first empirical evidence of this type of behavior in meat products in real market conditions. It was also established that the interaction between satisfaction and current expenditure on the product was significant and indispensable for explaining consumers' willingness to pay premium price for cured pork products. PMID:22118984
Cotes-Torres, Alejandro; Muñoz-Gallego, Pablo A; Cotes-Torres, José Miguel
Purpose – The purpose of this paper is to find out whether LibQUAL+TM can account for student loyalty to the library of an institution of higher education. LibQUAL+TM is a marketing tool that is used to measure perceived service quality of libraries, and the present analysis aims at validating this service quality instrument within a more comprehensive theoretical satisfaction-image-loyalty framework.
...Collection, Comments Requested: CustomerSatisfaction Assessment ACTION: 60-day...of information collection: Customer survey. 2. The title of the form/collection: CustomerSatisfaction Assessment. 3. The...
...Collection, Comments Requested; CustomerSatisfaction Assessment ACTION: 30-day...of information collection: Customer survey. 2. The title of the form/collection: CustomerSatisfaction Assessment. 3. The...
Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to excep- tional service quality, satisfied patients, and ultimately to loyal customers. Specif- ically, we investigate the chain of events through which high-performance work systems (HPWS) and customer
Dennis J. Scotti; Alfred E. Driscoll; Joel Harmon; Scott J. Behson
In this study, it was aimed to classify the consumer expectations by using the Kano model in the new product development and to determine to what extent the products produced in the direction of the expectations provide satisfaction. In the research, the jewelry sector, one of the important sectors today, was selected and women were included in the sample. During
Brands are important tools attracting customers to purchase. The purpose of this article is to address how to build brand equity through CRM and customer service. CRM creates value for customers and firms. CRM increases customers' brand awareness, brand association, brand loyalty. In addition, CRM implementation enhances a firm's efficiency and also provides better goods and services for customers. To
Total CustomerSatisfaction today can mean embarking on “Mass Customization”: giving every customer a product tailored specifically to his or her needs. In the past, manufacturing was usually “high volume, low mix”, characterized by keeping costs down with economies of scale, or “low volume, high mix”, incurring costs and time for changeovers and special handling. Today's mass customization, however, can
Purpose – The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word-of-mouth, site revisit, and purchase intentions in the context of internet shopping. Design\\/methodology\\/approach – To achieve this objective 240 online interviews were carried out (response rate 24 percent) from a randomly generated sample of 1,052 online shoppers
The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customersatisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customersatisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customersatisfaction.
Focuses on the customersatisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customersatisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…
...Transfer Center (TTC) External CustomerSatisfaction Surveys (NCI) The Federal...Transfer Center (TTC) External CustomerSatisfaction Survey (NCI)'' was submitted...which will include multiple customersatisfaction surveys over the course...
Purpose – The paper's aim is to explore the factors that affect the online game addiction and the role that online game addiction plays in the relationship between online satisfaction and loyalty. Design\\/methodology\\/approach – A web survey of online game players was conducted, with 1,186 valid responses collected. Structure equation modeling – specifically partial least squares – was used to
The purpose of this study was to examine a model of value proposition of benefits, willingness to disclose personal information, and customerloyalty in a restaurant context. The results of an empirical study indicated that social value proposition had a stronger positive effect on willingness to disclose information, behavioral, and attitudinal loyalty, respectively; whereas economic value proposition only had a
A key challenge for companies is to manage customer relationships as an asset. To create an effective toolkit for the analysis of customer relationships, a combination of relational databases and fuzzy logic is proposed. The fuzzy Classification Query Language allows marketers to improve customer equity, launch loyalty programs, automate mass customization, and refine marketing campaigns.
Andreas Meier; Nicolas Werro; Martin Albrecht; Miltiadis Sarakinos
E-Commerce on the basis of current Web technology has created fierce competition with a strong focus on price. Despite a huge variety of offerings and diversity in the individual preferences of consumers, current Web search fosters a very early reduction of the search space to just a few commodity makes and models. As soon as this reduction has taken place, search is reduced to flat price comparison. This is unfortunate for the manufacturers and vendors, because their individual value proposition for a particular customer may get lost in the course of communication over the Web, and it is unfortunate for the customer, because he/she may not get the most utility for the money based on her/his preference function. A key limitation is that consumers cannot search using a consolidated view on all alternative offers across the Web. In this talk, I will (1) analyze the technical effects of products and services search on the Web that cause this mismatch between supply and demand, (2) evaluate how the GoodRelations vocabulary and the current Web of Data movement can improve the situation, (3) give a brief hands-on demonstration, and (4) sketch business models for the various market participants.
Purpose – This paper aims to examine the role of three forms of customer commitment (normative, affective, and continuance) on a variety of loyalty-related customer responses. Design\\/methodology\\/approach – Data were collected from two distinct sampling frames, which yielded a combined metrically invariant sample of 348 consumers. A three-dimensional conceptualization of commitment is used to analyze impacts on one focal (i.e.
Tim Jones; Gavin L. Fox; Shirley F. Taylor; Leandre R. Fabrigar
Despite the rapidly growing customer relationship management (CRM) literature, the dimensions of CRM and their effects on customer outcomes remain equivocal. In this research, we first identify the requisite activities for effective CRM implementation. We then investigate their effect on customersatisfaction, customer retention, and sales growth. Results indicate that managers need to think beyond the technological components of CRM
Frederick Hong-kit Yim; Rolph E. Anderson; Srinivasan Swaminathan
Most counselors are employees of institutions and agencies rather than private practitioners. A dual, sometimes conflicting, allegiance to the employer and to the client has been an issue. Surveys the literature in an attempt to discover the nature of the direction available to counselors as they deal with conflicting loyalties. (Author)
Primary data obtained from unionized employees in Singapore were used to examine P. A. Bamberger, A. N. Kluger, and R. Suchard's (1999) integrative model of the antecedents and outcomes of union commitment. Structural equation modeling results revealed support for their integrative model. Specifically, the results revealed the influence of job satisfaction on union loyalty to be indirect through organizational commitment. However, the union-related antecedents (union socialization and union instrumentality) were both directly and indirectly related to union loyalty through pro-union attitudes. In addition, union loyalty was related to the individually and organizationally directed union citizenship behavior dimensions. Limitations of the study and implications of the findings are discussed. PMID:12184575
Total quality management resulting from total customersatisfaction today can mean giving every customer a product tailored specifically to his or her needs. In the past, manufacturing was usually characterized by keeping costs down with economies of scale. Mass customization can result in a challenging manufacturing environment typified by both high volume and an excellent product mix, where customers expect
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…
Purpose – This paper sets out to explore how the principles developed by Sir Ronald Aylmer Fisher, FRS (1890-1962), a gifted British evolutionary biologist, geneticist and statistician, can be applied in today's retail environment to estimate new customers becoming visible through your loyalty or database marketing program – customers whom we like to call “faux-new” customers. Here, we have used
In the last few years, marketing research has been dominated by the theoretical investigation of the construct of 'customersatisfaction' by the development of adequate means of measurement and by the practical meaning of satisfaction indicators as predictors of future customer actions or as standards for the quality of a supplier-customer relationship. Moreover, links between customersatisfaction and profitable customer
This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customerloyalty. PMID:19945637
...National Acquisition Center Customer Response Survey) Activity...information needed to measure customersatisfaction with delivered products and services...National Acquisition Center Customer Response Survey, VA Form...
This paper outlines the reasons for and the proposed method to be used in an examination of the antecedents affecting eloyalty, since loyalty has been identified as being a critical aspect in online retailing (J. Kim, Jin, & Swinder, 2009; Park & Kim, 2003). The relationships between e-Service Quality, e-Service Value, e-Security, e-Satisfaction, e-Trust, and e- Commitment will also be
Ponirin Ponirin; Donald Scott; Tania Von Der Heidt
...comments on voluntary customersatisfaction service surveys to...to ``survey customers to determine the kind...and their level of satisfaction with existing services...This request covers customer/partner...
It is becoming more vital than ever before for business to manage customer relationship and build customerloyalty. Information systems and data mining techniques have significant contributions in the customer relationship management process. In the dynamic business environment, information systems need to evolve to adapt to the change in requirements, which is driven by customer relationship management. An evolving information
Ming Ren; Zuoliang Chen; Chuanlan Liu; Guoqing Chen
This report provides senior management of Mn/DOT with an introduction to a number of issues and topics related to the broad subject of customersatisfaction. Topics covered include: defining the terms customer and customersatisfaction, estimating the cos...
Healthcare executives are given a comprehensive and integrated ten-step system to lead their organization toward stabilizing a financial base, improving profitability, and differentiating themselves in the marketplace. This executive guide to implementing loyalty-based leadership can be adapted and used on an immediate basis by healthcare leaders. This article is a useful resource for healthcare executives as they move to make loyalty an organizational resource. Effectively managing the often-fragmented forces of loyalty can produce a healthier bottom line and improve the commitment among key stakeholders within a managed care environment. A brief loyalty-based leadership practices survey is included to serve as a catalyst for leaders and their teams to strategically discuss loyalty and retention in their organization. PMID:11066965
The goal of this study is to provide a synopsis of innovative CRM concepts that can assist a small business develop a process to effectively communicate with its customer, such as an e- newsletter and CD-ROM direct mail campaign. A practitioner-oriented model is developed that depicts the CRM process of using multiple communication channels, building loyalty, and customer retention tactics
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
The paper analyses how customers of public health organizations can express their dissatisfaction for the services offered to them. The main aim is to evaluate the effects that possible dissatisfaction of Italian public health service customers can have on public health organizations. We adopted the methodological scheme developed by Hirschman with exit, voice, and loyalty, considering the macroeconomic and corporate implications that it causes for Italian public health organizations. The study investigated the effects developed by exit of the patients on the system of financing of local health authorities considering both the corporate level of analysis and the macroeconomic level. As a result, local health authority management is encouraged to pay greater attention to the exit phenomena through the adoption of tools that promote loyalty, such as the promotion of voice, even if exit is not promoting, at a macroeconomic level, considerable attention to this phenomenon.
Purpose – This paper endeavours to provide answers to the following questions: Is there a correlation between what library customers value and the questions asked in benchmarking satisfaction surveys? Is there a core set of academic library customer values? Are there differences between what academic library customers value in Australia when compared to their counterparts in England? Do library customer
The school district in this study, "Special School District" (SSD), is under the administration of the Louisiana State Department of education and thus classified as a Louisiana state agency required to conform to the mandate that state agencies have performance indicators, including one for customersatisfaction. For the SSD, customer…
...Proposed collection; Comments Requested: CRS CustomerSatisfaction Survey ACTION: 60-Day notice of information...informal community leaders. Abstract: The CRS `CustomerSatisfaction Survey' will help CRS maintain the highest...
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.
Customersatisfaction and continuous improvement are the fundamental goals of construction logistics. While much research has been focusing on exploring the relationship between the contractors and the ultimate customers, known as the owner, to improve the understanding of the significance of customersatisfaction, the need to examine the relationship between material suppliers and contractors is highly in demand. The purpose
The effect of hand anthropometry on Short Message Service (SMS) satisfaction was investigated using structured questionnaire interviews with 110 subjects, aged between 17-25 years old. Hand size was measured to assess its effect on mobile phone design factors satisfaction whereas thumb circumference and length were measured for keypad design factors. Small hand-sized subjects were found to be more satisfied with mobile phone dimensions than large hand-sized subjects. Thumb circumference significantly affects users` satisfaction towards key size and space between keys whereas thumb length significantly affects keypad layout satisfaction. Both thumb circumference and length significantly correlate negatively with the corresponding keypad design factors. Results confirm that hand anthropometry do affect users messaging satisfaction. These findings should prove useful to mobile phone designers who could look into the possibility of designing customized mobile phones that cater to large hand and thumb sized users, so as to increase their subjective satisfaction.
Customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. A CRM strategy involves the entire enterprise and is employed on an ongoing basis. Despite the fact that CRM projects incur huge expenditures, a large percentage fails to achieve the stated objectives. Failure in CRM initiatives could be
Reports the results of 2 longitudinal studies examining when dissatisfied employees will respond to their dissatisfaction with exit, voice, loyalty, or neglect. Rather than concentrating on one behavior, it is useful to examine a wider range of behaviors available to people who are unhappy in their work. Includes 32 references. (MLH)
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…
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
Customer Relationship Management (CRM) leverages technology to coordinate business-customer interactions with the objective of building long-term loyalty. Multilevel Secure (MLS) data models were originally developed as database models for the management of information in environments with a strict hierarchy of security levels, such as military institutions and government security agencies. This paper demonstrates how an MLS model can be used
Nenad Jukic; Boris Jukic; Laurie Meamber; George S. Nezlek
...Separate consideration of information concerning moral character or loyalty. 61.14 Section...consideration of information concerning moral character or loyalty. No information...the Public Health Service concerning the moral character or loyalty of a fellow will...
...Separate consideration of information concerning moral character or loyalty. 61.14 Section...consideration of information concerning moral character or loyalty. No information...the Public Health Service concerning the moral character or loyalty of a fellow will...
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
Purpose – This paper reviews brand equity and customersatisfaction as they relate to customerloyalty and relationship marketing in an effort to understand and mitigate some of the challenges facing quick-service restaurants (QSRs) today. Design\\/methodology\\/approach – The authors reviewed over 30 articles on the subjects of brand equity, customer equity, customersatisfaction, customerloyalty, communal relationships, relationship marketing, and
This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customersatisfaction, customer surveys, and quality functional deployment. The concept of customersatisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn…
This report presents findings from a customersatisfaction study conducted in Cobb County, Georgia. The primary hypothesis of this study is that it is possible to develop customersatisfaction measures that are a reliable determinant of roadway quality. A...
Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice.
Dental practice is about people and service. As the competition for patients increases, the successful practices will be the ones that focus increasingly on communication, relationship building and customer service. Quality care will be demonstrated through focusing on the total clinical and psychological aspects of patient satisfaction--and not just on technical parameters. Any practice can convert to a high level patient relations office if the commitment is truly there. These will be the leading practices of tomorrow. PMID:9520766
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
As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customersatisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conceptual bases necessary to develop the success
The creation of long-term customer purchasing relationships depends upon continually aligning products to customer's needs, fulfilling their expectations, building\\/sustaining trust, and facilitating satisfaction. Product elimination can potentially destroy these. In financial services the ownership of the product remains shared between the customer and organisation. To fully eliminate a product requires that it is removed from customers, which may drive them
To facilitate effective analysis of customer requirements, the Kano model for customersatisfaction has been proposed to classify customer requirements based on survey data. However, traditional Kano is inadequate in quantitative evaluation and it lacks proper criteria for requirement classification. In this regard, this paper proposes an analytical Kano (A-Kano) model to address the key issues of customer requirement analysis.
Q. L. Xu; R. J. Jiao; X. Yang; M. G. Helander; H. M. Khalid; O. Anders
In the context of customer relationship management, customer care management takes the role of dealing with customer requests as well as complaints. Organizations have to ensure that service quality in customer care centers meets the customers' expectations to ensure customersatisfaction. The maturity model developed in this paper aims to support a global automotive manufacturer in his activities to identify
Bernhard Schindlholzer; Lukas Gysi; Michael Klaas; Walter Brenner
[Extract] Customersatisfaction surveys and other feedback systems provide data and information on a range of service elements, however, they are limited in the insights they can provide into the total service experience, in particular the influence of staff attitudes, attributes and behaviours on overall satisfaction. Feedback from surveys does of course offer clues to guide further investigation. Mystery shopping
Using data gathered during a five-year participant-observation study of a major college basketball program, this paper examines the intense form of organizational loyalty associated with college athletics. Finds five essential ingredients for developing intense organizational loyalty: documentation, identification, commitment, integration, and…
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…
Purpose – This paper aims to provide a deeper understanding of the market structure of Greek red and white wine varieties and to measure the loyalty behaviour of frequent wine buyers in Greece. Design\\/methodology\\/approach – The study measures brand performance and loyalty of four different Greek wine varieties. Based on stated preference data, basic brand performance measures are estimated through
Trait loyalty has received virtually no attention from researchers; consequently, the basic goal of this research was to create a measure of interpersonal loyalty. Principal factor analyses of an initial pool of items revealed 2 factors: Individual Loyalty (e.g., “I stand by my friends, even when they make mistakes”) and Group Loyalty (e.g., “I am loyal to my country”). Analyses
This paper formally investigates the factors that relate to the deviations of brand's actual loyalty levels from theoretical norms in packaged goods markets. An aggregate measure of brand loyalty, share of category requirements, commonly tracked by marketing managers is used for this analysis. The comparison is conducted against the estimated share of requirements provided by the well established Dirichlet model
‘People are the most important asset of any organisation’ is a highly over-used and under-believed statement. We spend an inordinate amount of time and energy focusing on customer experience, without giving thought to employee satisfaction. Yet employee satisfaction is paramount, because it will determine the success or failure of what the customer experiences. This study proposes an Employee Satisfaction Index
Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three
Despite the dissemination of principles of medical ethics in prisons, formulated and advocated by numerous international organizations, health care professionals in prisons all over the world continue to infringe these principles because of perceived or real dual loyalty to patients and prison authorities. Health care professionals and nonmedical prison staff need greater awareness of and training in medical ethics and prisoner human rights. All parties should accept integration of prison health services with public health services. Health care workers in prison should act exclusively as caregivers, and medical tasks required by the prosecution, court, or security system should be carried out by medical professionals not involved in the care of prisoners.
A Bayesian network (BN) is a probabilistic graphical model that represents a set of variables and their probabilistic dependencies. Formally, BNs are directed acyclic graphs whose nodes represent variables, and whose arcs encode the conditional dependencies among the variables. Nodes can represent any kind of variable, be it a measured parameter, a latent variable, or a hypothesis. They are not
In the spring of 2004, the Survey Research Center of the University of Wyoming replicated a comprehensive survey first conducted two years earlier on behalf of the Wyoming Department of Transportation. The questionnaire covered highway construction and ma...
B. Grandjean S. Butler B. Anatchkova T. Furgeson T. Huckfeldt
This report summarizes by truck operator segment and Motor Carrier Services enforcement zone perceptions of Motor Carrier Services performance in enforcing federal and South Dakota trucking regulations. It also assesses service areas relating to informati...
The mission of the U.S. Merit Systems Protection Board (MSPB or the Board) is to: Protect employees against management abuses; Ensure agencies make employment decisions based on merit; and ensure Federal merit systems are free from prohibited personnel pr...
This report summarizes, by user segment and region, perceptions of the South Dakota Department of Transportation's performance in delivering services to citizens across South Dakota. It is the fourth in a series of surveys that tracks and monitors attitud...
Despite the amount of literature on job satisfaction and job performance over the last thirty years, both concepts are still vaguely defined. The dominant theory of job satisfaction until the mid 1960's was Herzberg's two factor theory. The strengths and ...
The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customersatisfaction 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.
The Earth Observation System Data and Information System (EOSDIS) is a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. The observations collected by these missions are kept at geographically distributed data centers. EOSDIS manages over four petabytes of data accessed by over 200,000 distinct users last year. The data centers distributed more than 37 million Earth science data products during 2005 to a diverse customer community. An important goal for these data centers is to provide an adequate service at a uniform level for the user community to ensure we get the most benefit from our investment in space resources. This paper discusses the challenges, the ways the data centers coordinate among themselves to provide service, and recent results of measuring customersatisfaction with this service.
Purpose – The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model. Design\\/methodology\\/approach – A novel approach is developed to measure and quantify the relationships between customersatisfaction and the fulfillment of customer requirements (S-CR) as depicted in Kano's model. A case study concerning notebook computer design is conducted to illustrate
As the "customers" of the benefits department, employees, beneficiaries and retirees deserve best practice service delivery. This article describes a benefits administration operating model that can deliver high levels of customer service by furnishing accurate, consistent and timely information. Performance measurement is a key element in this type of customersatisfaction, particularly when outsourcing vendors are involved in the provision of benefits. PMID:11534215
Examines the relationship between two dimensions of organization--centralization and formalization--and two aspects of employee orientation--subordinate loyalty and esprit. Multiple regression analyses revealed that the relationships were somewhat more complicated than originally hypothesized. (Author)
...to continue award on grounds relating to moral character or loyalty; hearing. 61...to continue award on grounds relating to moral character or loyalty; hearing...grounds for the questions pertaining to moral character or loyalty. Any such...
This research measured the Air Force Civil Engineering customers' level of satisfaction with the service they receive from the Customer Service Units at non-TAC Air Force Bases. Twenty-three characteristics identified by the researcher from an extensive l...
Travellers are becoming more price sensitive, less brand loyal and more sophisticated. To enhance guest loyalty, hotels must focus on developing Customer Relationship Management (CRM) strategies that aim to seek, gather, store and share guest information throughout the entire organisation for creating personalised, unique guests experiences. Although CRM in the hospitality industry has been defined by the myriad of Information
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
Producing what customers need with near mass production efficiency, or Mass Customization, has become a major trend in industry. Effective definition of customer requirements is a pre-requisite for realizing mass customization. We propose “Design by Customers” as an approach for companies to communicate to customers about what the company can offer, to find out customer needs, to assist customers in
Measures the job satisfaction, leisure satisfaction, and psychological health of 189 full-time employed men. Job satisfaction and leisure satisfaction were significant positive predictors of psychological health. Although job satisfaction was higher for white collar workers than for blue collar workers, the prediction of psychological health was…
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.
You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric. PMID:12747165
Customersatisfaction is at the focus for most manufacturers and mass customization can in some markets be one of the many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result, mass customization is on the agenda in many small and medium sized enterprises (SMEs) but the
Mobile telecommunications service sector is, in spite of providing high service quality and striving for customersatisfaction, characterized by dynamic customer activities and provider switching. In this research with data from Slovenia we explore the impact of usage, budgetary constraints, involvement and customer characteristics on customers' intention to switch mobile service provider. By using the consumption system perspective on mobile
In 1993, the teachers in Virginia Beach City (Virginia) Public Schools surveyed parents' views concerning classroom practices as part of a client satisfaction project. Intended to increase parent involvement, gauge customersatisfaction, and guarantee continuous improvement, the survey found that comments about teacher efforts were overwhelmingly…
The National Weather Service (NWS) issues long-term probabilistic streamflow forecasts through the NWS Advanced Hydrologic Prediction Service (AHPS) web site and is developing methods to issue short-term probabilistic streamflow forecasts. Through customer evaluations of the AHPS web site it became clear that customers do not fully understand the probabilistic graphics and how the information conveyed could be used to make decisions. This is consistent with the quantitative results from the 2004 NWS Hydrology Program CustomerSatisfaction Survey, where the probabilistic streamflow forecast graphics received lower marks relative to other graphics. In an effort to better communicate hydrologic forecast uncertainty information, NWS contracted with the CFI Group to conduct four focus group discussions during various customer/partner conferences. The focus group discussions included (1) Water Resources Managers, (2) Emergency Managers, (3) Media representatives, and (4) private sector, value-added partners. The purpose of these groups was to understand the underlying need for probabilistic forecast information among the various groups and gather feedback regarding how best to convey probabilistic information. The focus group study showed that the use and need for probabilistic streamflow forecasts varied widely across the four customer groups. The study also indicated some common themes between the customer groups and presented some clear next steps for the NWS to meet customer requirements for hydrologic forecast uncertainty information. The qualitative findings from these focus groups were incorporated into the 2006 NWS Hydrology Program CustomerSatisfaction Survey to quantitatively assess if these findings are representative of all NWS customers. The findings from the four focus groups and the CustomerSatisfaction Survey will be presented.
This paper presents results of a customersatisfaction survey of Vermont elementary and secondary public schools concerning satisfaction with mental health services during the 1996-97 school year. Analysis of completed questionnaires (N=233) are interpreted from a marketing perspective. Findings are reported for: (1) treated prevalence of…
Pandiani, John A.; James, Brad C.; Banks, Steven M.
Consumption psychoanalysis is very important for enterprises to improve production and develop economy. Customersatisfaction index is an important part of consumption psychology. Structural equation model is required to calculate customersatisfaction index, however, the current algorithms of structural equation model have some deficiencies which need to be improved. In this paper, we improve the algorithm of structural equation model,
Milwaukee Area Technical College, Wisconsin, has four campuses, each with its own food service operation that, combined, serve nearly 3,000 people daily. Several food service-related programs are part of the curriculum. Cost containment and customersatisfaction are the two overriding goals of the food service programs. (MLF)
Dell Computer Corporation pioneered the direct marketing of personal computers in 1984 and became the first company in the PC industry to offer manufacturer-direct technical support. According to surveys of corporate buyers, the company provides the best after-sale service and support of any computer maker. Here's how Dell has institutionalized the delivery of customersatisfaction. PMID:10123419
Customer service, benchmarking, and budget control have supplanted enforcement as the essential parts of hospital security operations, according to the author. In the article he emphasizes and illustrates the need for security satisfaction surveys and benchmarking to enable the budget process to go smoothly. PMID:15457921
Provides results of a customer survey carried out in 1994 by the US Geological Survey. Uses of cartographic products are classified, as are application areas, accuracy satisfaction, media, Digital Line Graph requirements in update, and frequency of product use. USGS responses and plans for the future are noted. -M.Blakemore
In 3 experiments, the authors investigated the role of social identity in fostering group loyalty, defined as staying when members can obtain better outcomes by leaving their group. In Experiment 1, high (vs. low) identifiers expressed a stronger desire to stay in the group in the presence of an attractive (vs. unattractive) exit option. Experiments 2 and 3 replicated this
This study examined orientations and attitudes of mid-career teachers faced with the decision of remaining in the classroom only or accepting additional administrative responsibilities and positions. Those who aspire to leadership positions must demonstrate both loyalty to the principal and collegiality with the teachers, thereby placing…
Purpose – There is growing research on the value of winery tasting rooms\\/cellar doors as an avenue for relationship building with consumers resulting in greater brand loyalty. This paper aims to examine the role of tasting rooms in this regard in an Australasian context. Design\\/methodology\\/approach – The research was exploratory, designed to explore a full range of visitors' experiences at
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…
The main objective of this paper is to provide an insight into some factors which explain why customers in the retail banking sector might consider switching from traditional methods of conducting their banking activities to Internet banking, either partially or fully. In particular, the customers' satisfaction, or otherwise, with various elements of traditional banking offerings, along with various demographic factors,
Influencing factors of Customer repurchase intention has become a research hotspot. In this paper,we have surveyed 297 motorcycle owners in 7 cities, and made a regression analysis of customersatisfaction, perceived value, switching costs and brand preference according to the result of investigation which affect repurchase in order to be able to make some meaningful suggestions to improve motorcycle industry
Argues that applying persuasion strategies to internal marketing efforts can facilitate the adoption of a customer orientation among employees and elicit greater commitment to the company and its goals. Examines four specific persuasion strategies: defining the customersatisfaction link; encouraging self-efficacy; providing rewards; and creating…
„It is the customer who determines what a business is.“ Diese Aussage Druckers (1954, S. 37) ist heute aktueller denn je.\\u000a Immer mehr Anbieter erkennen, dass in vielen Märkten nur noch eine radikale Abkehr von Massenmarketing und -produktion zu\\u000a dauerhaften Wettbewerbsvorteilen führen kann. Schon in den 1970er Jahren sieht Daniel Bell in seiner berühmten Konzeption\\u000a der postindustriellen Gesellschaft als „fateful
Mass customization presents a paradox to traditional manufacturing practices. Historically, companies chose to produce either customized, crafted products or mass-produced, standardized products. Thus, mass customization presents a paradox by combining customization and mass production, offering unique products in a mass-produced, low cost, high volume production environment. If mass customization is truly a combination of mass production and craft manufacturer, how
Limited extant research examines Latin American consumers' perceptions of holiday destinations. This article measures destination brand equity for Australia as a long-haul destination in the emerging Chilean market. Specifically, it develops a model of consumer-based brand equity (CBBE) to explain attitudinal destination loyalty. The proposed model is tested using data from a sample of Chilean travelers. The findings suggest that
Greater accountability for patient outcomes, reduced reimbursement, and a protracted nursing shortage have made employee and patient satisfaction results central performance metrics and strategic imperatives in healthcare. Key questions are whether the two interact and if so, how can that relationship be leveraged to obtain maximum gains in both employee and patient satisfaction. This article examines the experience of a large, nonprofit home care agency in exploring these issues. The agency found that organizational commitment to patient care and customer service are fundamental to patient satisfaction. The more employees perceived that the organization is focused on quality and customers, the more patient satisfaction increased. Among nurses, work-life balance, fair compensation, and regard for employees all influenced patient satisfaction. PMID:19350879
Rosati, Robert J; Marren, Joan M; Davin, Denise M; Morgan, Cynthia J
Background: Due to developments of the health market, economic aspects of the health system are more relevant. In this upcoming market the patient is regarded as customer and the doctor as provider of medical services. Studies on customer orientation in the ambulant medicine lag behind this dynamic. An aim of the study is to comprehend the attitudes of the doctors referring to the customer orientation. In a second step the findings are discussed according to statements of health-care paticipants. Developments in role comprehension of doctor and patient are focused to gain results in scientific and practical applications. Method: Guideline-supported, partly narrative interviews with n=9 gynaecologists and n=11 general practitioners in Freiburg/Germany are recorded, transcribed and reviewed in a qualitative analysis. Results: The statements of the doctors show patient satisfaction has an incremental meaning sspecially regarding the sequence of patient relationship and economic management of the doctor's workplace. The doctor's role comprehension meets with a refusal of the role of salesman and the patient as customer. Discussion: The method of interviews is suitable to gather empirical impressions of the doctors. The control sample is adequate, however a bias due to inhomogeneous thematic affinitiy and local social-demographics might be possible. The customer orientation has become an important factor in doctor-patient relationtships. The relevance of the doctor-patient conversation and the risk of misuse of the patient confidence are mentioned by the doctors. The doctor as paternalistic care provider gives way to the customer-focused service provider. The doctor's necessity of autonomyssss and dependency on patient satisfaction have potential for conflict. Conclusion: Intensive mention of customer orientation in medicine in the media emphasises its importance. Rational handling with the possibilities of individual health markets is a prospective challange. Further research could be established in all aspects of customer orientation, especially the changing relevance of ethical responsibility. An enlargement or comparison with other control samples (n>20, other medical subfields, structurally weak areas) could be illuminating. The results of this qualitative study can be used to develop quantitative inquiries. PMID:24967662
With the impending deregulation of electric utility industry, customersatisfaction with utility services will be crucial. Utilities will need to place a greater emphasis on their customers' preferences and desires. This would include the recognition and inclusion of customer comfort and satisfaction into utility demand side management programs. This paper presents a fuzzy logic-based water heater and air conditioner direct
H. Salehfar; P. J. Noll; B. J. LaMeres; M. H. Nehrir; V. Gerez
The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customersatisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and
Despite the extensive interest in trust within information systems (IS) and e-commerce disciplines, only few studies examine trust in the post-adoption phase of the customer relationship. Not only gaining new customers by increasing adoption, but also keeping the existing ones loyal, is largely considered important for e-business success. This paper scrutinizes the role of trust in customerloyalty, focusing on B2C e-services by conducting a three-sectional literature review stemming from IS, e-commerce and marketing. The key findings of this study are: 1. Literature discussing the role of trust after the adoption phase is relatively scarce and fragmented 2. In the empirical testing trust is mostly viewed as a monolith 3. Quantitative research methods dominate the field 4. Since trust may play a role during the whole relationship, also dynamic ways to scrutinize trust would be appropriate. Implications of these findings are discussed and ideas for further research suggested.
In 3 experiments, the authors investigated the role of social identity in fostering group loyalty, defined as staying when members can obtain better outcomes by leaving their group. In Experiment 1, high (vs. low) identifiers expressed a stronger desire to stay in the group in the presence of an attractive (vs. unattractive) exit option. Experiments 2 and 3 replicated this basic finding and tested several explanations. The results suggest that high identifiers' group loyalty is better explained by an extremely positive impression of their group membership (group perception) than by a justification of previous investments in the group (self-perception) or their adherence to a nonabandonment norm (norm perception). Hence, social identity seems to act as social glue. It provides stability in groups that would otherwise collapse. PMID:15053707
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 customersatisfaction, including…
Reaching service excellence through a focus on the customer, demands more than just measuring customersatisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence in customer experiences, as the only way to create competitive advantage in the market. Organisational change should
Reaching service excellence through a focus on the customer, demands more than just measuring customersatisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence in customer experiences, as the only way to create competitive advantage in the market. Organizational change should
Ton Van der Wiele; Martin Hesselink; Jos Van Iwaarden
Service quality, in essence, seeks to measure firm performance along transactional dimensions, whereas relational benefits measure the intangible aspects of relationships, over and above the core elements of the service. Thus, the interaction between the consumer and service provider is ongoing (relational) rather than one-off (transactional). The purpose of this study aims to identify the role of relational benefits between
For adults, loyalty to the group is highly valued, yet little is known about how children evaluate loyalty. We investigated children's attitudes about loyalty in a third-party context. In the first experiment, 4- and 5-year-olds watched a video of two groups competing. Two members of the losing group then spoke. The disloyal individual said she wanted to win and therefore would join the other group. The loyal individual said she also wanted to win but would stay with her group. Children were then asked five forced-choice questions about these two individuals' niceness, trustworthiness, morality, and deservingness of a reward. The 5-year-olds preferred the loyal person across all questions; results for the 4-year-olds were considerably weaker but in the same direction. The second experiment investigated the direction of the effect in 5-year-olds. In this experiment, children answered questions about either a loyal individual, a disloyal individual, or a neutral individual. Children rated both the loyal and neutral individuals more positively than the disloyal individual across a number of measures. Thus, whereas disloyal behavior is evaluated unfavorably by children, loyal behavior is the expected norm. These results suggest that, at least from 5years of age, children understand that belonging to a group entails certain commitments. This marks an important step in their own ability to negotiate belonging and become trustworthy and reliable members of their social groups. PMID:24842584
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…
The ZoNéCo 1 and 2 cruises of Ifremer's Research Vessel L'Atalante, collected new swath bathymetry and geophysical data over the southern and northern segments of the basins and ridges forming the Loyalty system. Between the two surveyed areas, previous studies found evidence for the resistance of the Loyalty Ridge to subduction beneath the New Hebrides trench near 22°S 169°E. On the subducted plate, except for seismicity related to the downbending of the Australian plate, recorded shallow seismicity is sparse within the Loyalty system (Ridge and Basin) where reliable focal mechanism solutions are almost absent. Swath bathymetry, seismic reflection and magnetic data acquired during the ZoNéCo 1 and 2 cruises revealed a transverse asymmetric morphology in the Loyalty system, and an along-strike horst and graben structure on the discontinuous Loyalty Ridge. South of 23°50'S and at 20°S, the two WSW-ENE-trending fault systems, respectively, sinistral and dextral, that crosscut the southern and northern segments of the Loyalty system, are interpreted as due to the early effects of collision with the New Hebrides Arc. A NNW-SSE trend, evident along the whole Loyalty system and on the island of New Caledonia, is interpreted as an inherited structural trend that may have been reactivated through flexure of the Australian lithospheric plate at the subduction zone. Overall then, the morphology, structure and evolution of the southern and northern segments of the Loyalty system probably result from the combined effects of the Australian plate lithospheric bulge, the active Loyalty-New Hebrides collision and the overthrust of the New Caledonian ophiolite.
Lafoy, Yves; Missegue, Francois; Cluzel, Dominique; Le Suave, Raymond
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.
Semiconductor manufacturing has become a global business, in which companies of different size unite in virtual enterprises to meet new opportunities. Therefore Mask manufacturing is a key business, but mask ordering is a complex process and is always critical regarding design to market time, even though mask complexity and customer base are increasing using a wide variety of different mask order forms which are frequently faulty and very seldom complete. This is effectively blocking agile manufacturing and can tie wafer fabs to a single mask The goal of the project is elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and production stages, which will allow automation of the mask preparation. To cover these new techniques and their specifications as well as the common ones with automated tools a special generic Meta-model will be generated, based on the current standards for mask specifications, including the requirements from the involved partners (Alcatel Microelectronics, Altis, Compugraphics, Infineon, Nimble, Sigma-C), the project works out a pre-normative standard. The paper presents the current status of work. This work is partly funded by the Commission of the European Union under the Fifth Framework project IST-1999-10332 AutoMOPS.
Filies, Olaf; de Ridder, Luc; Rodriguez, Ben; Kujiken, Aart
...2010-10-01 2010-10-01 false Moral character or loyalty; reference to Special...FELLOWSHIPS Regular Fellowships Â§ 61.15 Moral character or loyalty; reference to Special...Committee; review and recommendation. (a) Moral character or loyalty; reference to...
...2009-10-01 2009-10-01 false Moral character or loyalty; reference to Special...FELLOWSHIPS Regular Fellowships Â§ 61.15 Moral character or loyalty; reference to Special...Committee; review and recommendation. (a) Moral character or loyalty; reference to...
Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)
Gratitude was an important missing factor in the extant relationship quality and relationship loyalty model. We introduced gratitude into the model of relationship quality and relationship loyalty. Two hundred and eighteen teachers from elementary schools in Taiwan were used to conduct an empirical research. The results show that teachers'…
Most of the nine older adults in learning-in-retirement institutes at universities developed strong feelings of loyalty to their school. Loyalty derived from their perception of the value received from participating. Various actions higher education institutions can take to serve older adults were identified. (SK)
Purpose: This paper aims to investigate how marketing tactics can enhance parents' loyalty in the educational context. Building on extant research, it proposes an integrated framework in which perceived marketing tactics are related to school image, which in turn is related to parents' loyalty. Design/methodology/approach: Five marketing tactics…
This paper reports findings of a study designed to test a hypothesized relationship between generalized values of loyalty and duty; individual and organization value congruency; and organizational commitment offered by Yoash Wiener. He argued that, “a fullerexplanation of individual behavior in an organization requires a consideration of effect of generalized values of loyalty and duty.” These generalized values are considered
Purpose – This paper aims to investigate how marketing tactics can enhance parents' loyalty in the educational context. Building on extant research, it proposes an integrated framework in which perceived marketing tactics are related to school image, which in turn is related to parents' loyalty. Design\\/methodology\\/approach – Five marketing tactics are selected. A questionnaire is constructed, and data are collected
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
Purpose: A central premise of relationship marketing theory is that economic benefits flow from retaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interaction with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), the
Many health plans have tried to increase member retention by improving their scores on customersatisfaction surveys. However, prior research has demonstrated weak relationships between member satisfaction and retention, suggesting that other variables are needed to understand how satisfaction impacts member retention. In a longitudinal study 4,806 health plan members who completed satisfaction surveys were re-assessed three years later; we compared measures of satisfaction, intention, and complaining behavior from voluntary disenrollees and retained members. The relationship between satisfaction and retention was moderated by members' intentions to disenroll. The findings suggest that health plans can enhance the predictive validity of their satisfaction surveys by including measures of both satisfaction and intentions. PMID:19064478
This study focuses on the flow of customer complaints to the INDOT central office and districts, their handling within the INDOT system and the customer experienced lead time. The processes were examined based on customer segments, complaint type, and dis...
A. Iyer A. Thompson J. Bohorquez J. Mikals K. Dandgaval M. Hoeck
Purpose – The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial customers. Design\\/methodology\\/approach – To test the proposed model, an online survey was prepared using WebSurveyor and an introductory e-mail
In this article, we propose a path-analytic approach to model the relationships among overall satisfaction, satisfaction with\\u000a higher order performance domains and the lower order performance attributes for business-to-business services. The model is\\u000a estimated using data from the business customers of a large provider of electronics products and services. Our results show\\u000a that overall satisfaction in such contexts may be
This study provides deeper insight in the link between service quality and customersatisfaction. The traditional assumption\\u000a of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality\\u000a and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that\\u000a functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose
Tomas Falk; Maik Hammerschmidt; Jeroen J. L. Schepers
With the increasing emphasis on business awareness, we are all asked to play a more active role in interfacing with customers, both internal as well as external. This new role poses a challenge for those of us who may need guidance to improve their effectiveness in customer interaction. Who is the customer of an IT professional? We say the customer
Mass customization has recently received a significant amount of attention by the business community. However, the engineering approach to produce an increasing variety of customers' requirements without a corresponding increase in cost has not been well developed. In this paper, we propose a design approach to mass customization (DFMC) that is based on the belief that mass customization can be
Mitchell M. Tseng; Jianxin Jiao; M. Eugene Merchant
Purpose – The primary objective of this study is to investigate the effects of service recovery on customersatisfaction. Specifically, it examines the perception of “justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study also explores whether the “recovery paradox” exists. Design\\/methodology\\/approach – Data were collected through a survey using
In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customersatisfaction are not applicable in these contexts. Three quality
LEX S. VAN VELSEN; M. F. Steehouder; MENNO D. T. DE JONG
This study investigates the relationship between monopolistic service providers and customersatisfaction 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…
With the rapidly growing development of electronic commerce, global competition and changing customer needs, traditional business operating strategies have totally changed. Companies have to reconsider and re-engineer their business processes for customersatisfaction, and the efficiency of production and services from the viewpoint of customer relationship management. In this research, the authors discuss the relationship of information technology (IT), organisational
Chao-Hsiung Lee; Shaio Yan Huang; F. Barry Barnes; Li Kao
The purpose of this study was to categorize the gap between coffee shop ‘importance’ (as perceived by customers before patronizing the coffee shop) and ‘satisfaction’ (perception of customers after patronizing the coffee shop) as positive or negative and to analyze the effect of these gaps on purchasing behavior. To do this, I used the gap between importance and satisfaction regarding
The Internet has fundamentally changed the banking industry in South Africa by giving people more immediate control over the management of their finances. This research investigated whether a gap exists between customer expectations of Internet Banking and the satisfaction of these expectations in the virtual environment by South African banking institutions. The research was operationalized by means of a survey
A growing number of hospitals are implementing new tools that provide convenient, more detailed patient access to billing information. These tools are paying off for hospitals through reduced calls to their billing offices, decreased mailing costs, and increased payments, as well as higher rates of customersatisfaction. PMID:16977994
This paper analyzes the availability of electronic customer relationship management (E-CRM) features on retail Web sites and their relationship to consumer satisfaction and site traffic. The top 100 specialty store, standard retail store, and Internet retailer Web sites were analyzed for the presence of 41 E-CRM features. The availability of these features was then assessed for their relationship with consumer
Richard A. Feinberg; Rajesh Kadam; Leigh Hokama; Iksuk Kim
Purpose – This study seeks to combine components of service failure recovery and customer relationship management. It aims to develop a model of the antecedents of successful service recovery that proposes relationships between employee empowerment, job satisfaction, self-efficacy, employee ratings of the service firm's service recovery practices, and service technology usage. Design\\/methodology\\/approach – An online survey tool was used to
Leroy Robinson Jr; Sue E. Neeley; Kathleen Williamson
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 customersatisfaction 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
The concept of the dual loyalty physicians may have to both a patient and a third party is important in elucidating the obligations of physicians. The extent to which loyalty may be deflected from a patient to a third party (e.g., an insurance company or a prison commander) is greatly underestimated and has not attracted significant scholarly analysis. We examined dual loyalty in civilian and military contexts and used the principles of public health ethics to construct a framework for determining the legitimacy of physicians' obligations. We illustrate the application of these principles to problems physicians encounter regarding communicable diseases, elder abuse, and driving fitness. In the complex military context, independent ethics tribunals should be created to adjudicate loyalty conflicts.
Health care systems today are complex, technically proficient, competitive, and market-driven. One outcome of this environment is the recent phenomenon in the health care field of "consumerism." Strong emphasis is placed on customer service, with organized efforts to understand, measure, and meet the needs of customers served. The purpose of this article is to describe the current understanding and measurement of parent needs and expectations with neonatal intensive care services from the time the expectant parents enter the health care system for the birth through the discharge process and follow-up care. Through literature review, 11 dimensions of care were identified as important to parents whose infants received neonatal intensive care: assurance, caring, communication, consistent information, education, environment, follow-up care, pain management, participation, proximity, and support. Five parent satisfaction questionnaires-the Parent Feedback Questionnaire, Neonatal Index of Parent Satisfaction, Inpatient Parent Satisfaction-Children's Hospital Minneapolis, Picker Institute-Inpatient Neonatal Intensive Care Unit Survey, and the Neonatal Intensive Care Unit-Parent Satisfaction Form-are critically reviewed for their ability to measure parent satisfaction within the framework of the neonatal care delivery process. An immense gap was found in our understanding about what matters most and when to parents going through the neonatal intensive care experience. Additional research is required to develop comprehensive parent satisfaction surveys that measure parent perceptions of neonatal care within the framework of the care delivery process. PMID:9917476
This paper is part of earlier research work conducted in the health care services sector. The customer relationship management concept has encouraged the adoption of a marketing culture not only in the private sector, but in public health care sector as well. In this paper the authors have analysed the factors affecting patient satisfaction in public health care outpatient services.
Purpose – The first objective was to find out to what extent consumers reveal an effect of strategic and tactical cause-related marketing on brand loyalty. Second, the article seeks to assess the moderating role of consumer involvement with a product on the relationship between cause-related marketing and brand loyalty. Design\\/methodology\\/approach – An experimental design with 240 participants was used. Findings
Douwe van den Brink; Gaby Odekerken-Schröder; Pieter Pauwels
Purpose – The purpose of this paper is to show how firms can enhance their service quality to increase customersatisfaction and thus financial performance? In answer to this question, four factors (i.e. employees, perceived service quality, customers, and financial performance) are critical to the success of service firms. The purpose of this research is to provide a research framework
Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)
In a marketing course, students used the principles of product, price, place, and promotion to market their course work to the professor/customer. Assessment of 357 students over 4 semesters showed this experiential method resulted in higher achievement and greater understanding of customer expectations and satisfaction. (SK)
Based on the concept of experience economy, this study starts off by proposing that goods, services, and experiences are dimensions of experience-oriented service functions, illustrating an integrated approach which adopts the basic Kano model and customersatisfaction coefficients matrix to categorize and prioritize experience-oriented service functions. An empirical study was then conducted to explore customer need attributes for digital television
Based on the concept of experience economy, this study starts off by proposing that goods, services, and experiences are dimensions of experience-oriented service functions, illustrating an integrated approach which adopts the basic Kano model and customersatisfaction coefficients matrix to categorize and prioritize experience-oriented service functions. An empirical study was then conducted to explore customer need attributes for digital television
Purpose – The purpose of this paper is to develop a psychometric scale – the birth satisfaction scale (BSS) – for assessing women's birth perceptions. Design\\/methodology\\/approach – Literature review and transcribed research-based perceived birth satisfaction and dissatisfaction expression statements were converted into a scored questionnaire. Findings – Three overarching themes were identified: service provision (home assessment, birth environment, support, relationships
This paper aims to contribute further research on the conceptualization of individual financial satisfaction as a particular domain of satisfaction with life as a whole. Based on the 2003 "Survey on Living Conditions and Poverty" for Andalucia (Spain) and using a self-reported measure of welfare, ordered probit models are used to analyze the…
Vera-Toscano, Esperanza; Ateca-Amestoy, Victoria; Serrano-Del-Rosal, Rafael
Brand awareness remains fundamental to consumer life as the interaction initiation point to the brands. This paper put forwards the relationship of brand awareness on consumer\\/brand loyalty in the packaged milk brands in the urban Pakistan. There is evidence of brand awareness and consumer\\/brand loyalty on brand equity. The approach takes into account sources of brand equity-brand awareness, consumer\\/brand loyalty
Brand awareness remains fundamental to consumer life as the interaction initiation point to the brands. This paper put forwards the relationship of brand awareness on consumer\\/brand loyalty in the packaged milk brands in the urban Pakistan. There is evidence of brand awareness and consumer\\/brand loyalty on brand equity. The approach takes into account sources of brand equity—brand awareness, consumer\\/brand loyalty,
Relationship and sexual satisfaction, sexual functioning, and sexual desire were examined in an Internet sample of 32 individuals reporting engagement of sexual behavior during sleep (i.e., sexsomnia). Individuals with sexsomnia reported lower levels of sexual satisfaction, lower levels of relationship satisfaction, and similar levels of sexual desire compared with controls. More frequent incidence of sexsomnia resulted in lower sexual satisfaction;
Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of relationship strength and a supplier's offerings, and customer share development is the change in customer share between two periods.
Peter C. Verhoef; Bas Donkers; Fred Langerak; Peter Leeflang; Loren Lemon
Railroad and highway travel may differ not only in terms of their nature but also in terms of their appeal to travelers. Travelers may have different motivations to use either transportation mode in either inbound or outbound directions. Travelers may also demand different services or service traits of the provider in order to gain satisfaction in the short-term and\\/or become
Jorge Zamora; Arturo Z. Vasquez-Parraga; Ana Rodriguez; Ana Gonzalez
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.
Sources of job satisfaction and job related stress among public school physical educators are examined. Recommended techniques are offered for physical education administrators to reduce their employees' job-related stress and to improve the quality of worklife. (JN)
There was no change in the distribution of satisfaction with the standard of living among Detroit area wives between 1955 and 1971, although current-dollar median family income more than doubled and constant-dollar income increased by forty per cent. Cross-sectional variation in satisfaction is, however, related to income and, in particular, to relative position in the income distribution. Whereas regressions of
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…
Examined the effects of group loyalty and distortion tendencies during a nominal grouping exercise involving 42 members of a management team in a decision-making seminar, divided into 5 groups to generate ideas on developing a program of flextime scheduling. Results showed distortion of judgment resulting from in-group loyalty in both…
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…
The Loyalty Islands are a series of corallian islands uplifted on the elastic bulge of the Australian lithosphere before its subduction at the Vanuatu (formerly New Hebrides) Trench. They are located on the non seismic Loyalty Ridge, which is starting colliding the Vanuatu Trench. The interiors of the islands are covered with dense forests and devoid of outcrops. Lineaments seen
Customer relationship management (CRM) is the new management principle that adapts the business enterprise strategy shift\\u000a from product-centric to customer-centric. Customer segmentation is one of the core functions of customer relationship management\\u000a (CRM).This paper will build customer segmentation function model based on data mining, and summarizes the advantages of customer\\u000a segmentation function model based on data mining in customer relationship
Yun Chen; Guozheng Zhang; Dengfeng Hu; Shanshan Wang
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.
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
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…
Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)
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…
Background & objectives: Physicians’ satisfaction/dissatisfaction from their job is an important factor associated with health service that deals with human life. This study was conducted to ascertain overall level and proportion of physicians’ satisfaction from their job as well as to identify those components that influenced it. Method: A comprehensive customized questionnaire was used with Section A to assess demographic profile of physicians and Section B to assess satisfaction. Response to each question was devised using Likert scale. Likert scale responses were converted to normal scale so that statistical procedures could be naturally developed. A total of 170 physicians were selected using multistage sampling. Questionnaire was administered on one to one basis to avoid non-response. Precise and contextualized descriptive and inferential statistical procedures were used for analysis. Result: Of the 140 physicians, 103 (74%) were satisfied from their job with average score of 19.15 ± 11.46 while 37 (26%) were dissatisfied with average score -09.27 ± 06.30. Nine out of 15 components were found significant (P<0.05). Conclusion: Comparative assessment of the present results with those of other studies revealed that satisfaction percentage of Indian physicians and those of the developed countries were almost the same. Perhaps, magnitude of satisfaction level (average score) of the Indian physicians were towards the lower side. Nine determinants, identified in this study can be used safely to assess any professionals’ satisfaction.
Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customersatisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry. PMID:11010509
Customer orientation has gained increasing attention in healthcare. A customersatisfaction survey is one way to raise areas and topics for quality improvement. However, it seems that customersatisfaction surveys have not resulted in quality improvement in healthcare. This article reports how the authors' university hospital laboratory has used customersatisfaction surveys targeted at the health centres in their hospital district. Closed-ended statements of the questionnaire were planned to cover the essential aspects of laboratory services. In addition, an open-ended question asked what was considered to be the most important problem in services. The questionnaires were sent to the medical directors of the health centres. The open-ended question proved to be very useful because the responses specified the main problems in service. Based on the responses, selected dissatisfied customers were contacted to specify their responses and possible corrective actions were taken. It is concluded that a satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. In addition, further clarifications with selected customers are needed to specify the causes for their dissatisfaction and to undertake proper corrective actions.
This paper investigates the competitive market for mass-customized products. Competition leads to surprising conclusions: Manufacturers customize only one of a product's two attributes, and each manufacturer chooses the same attribute. Customization of both attributes cannot persist in an equilibrium where firms first choose customization and then choose price, because effort to capture market with customization makes a rival desperate, putting
All supplies and services must be procured through an OTS Contractor procurement mechanism - purchase requisition, credit card or blanket order. Payment of fees, i.e. no procurement, is paid by the OTS contractor Direct Pay mechanism. This Guide provides guidance in the purchase requisition process. Other manuals on the Contracts and Acquisitions web site detail the training and processes for customer ordering by the credit card and blanket order programs.
Presents survey findings regarding community college faculty members' job satisfactions and dissatisfactions. Finds faculty deriving high satisfaction from student achievement, their own intellectual growth, flexible and autonomous working conditions, and association with stimulating peers while expressing dissatisfaction with job conditions,…
User satisfaction was considered to be an important indicator of the effectiveness of the Electronic Data Processing (EDP) activity within an organization. The purpose of this research was to develop the means to measure this indicator. User satisfaction ...
This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.
We empirically investigated the effect of user-based design and Web site usability on user satisfaction across four types of commercial Web sites: online shopping, customer self-service, trading, and publish\\/subscribe. To this end, a Web-based survey questionnaire was assembled, based on previously reported instruments for measuring user satisfaction, usability, and user-based design. Three hundred and fifty-nine respondents used the questionnaire to
Objective: to study the association between continuity of carer and satisfaction with antenatal, intrapartum and postpartum domiciliary care.Design: a descriptive study comparing satisfaction measures between women cared for by a known or unknown midwife. Data on satisfaction were extracted from the intervention group of a birth centre trial, and the names of the individual carers from two clinical databases kept
Attitudes of 277 faculty members about their work were surveyed in 1983. Herzberg and colleagues' theory that work satisfaction stems from the work itself and dissatisfaction from the work environment was also explored. Attention was directed to attitudes toward work, job stress, overall job satisfaction, and chief job satisfactions and…
This report presents the results of the fourth annual National Student Satisfaction Study, which examines the areas of campus life of highest importance to students, the areas of greatest and least satisfaction, and the greatest performance gaps between levels of importance and satisfaction. Data were collected from 524 colleges and universities…
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…
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…
Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author. PMID:22970618
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.
The meeting industry has not attracted researchers' attention as much as industry growth and suppliers' interest. Research within the industry has examined attribute importance and attribute performance separately from the association meeting planner's perspective. This study's purpose was to evaluate state association meeting planners' satisfaction with their recent convention destination through the simultaneous consideration of attribute importance and performance. A
Psychological theories about human motivation and accommodation to environment can be used to achieve a better understanding of the human factors that function in the work environment. Maslow's theory of human motivational behavior provided a theoretical framework for an empirically-derived method to predict job satisfaction and explore the…
This paper evaluates how brand loyalty may affect young status consumers’ evaluation of diffusion brands for high\\/low-involvement fashion products. In particular, the positioning strategy of the type of diffusion brand names is investigated in this study. Data were gathered through an experimental research design from 739 young status consumers studying in a large university. The findings revealed that subbrands and
Despite big differences in culture, types of food, retail environments and the brands on offer, the loyalty of Australian and Taiwanese consumers to fast food outlets is nearly identical. In both countries, a third of buyers purchase from the same branded outlet twice in a row, while two thirds buy from a different outlet, usually of a bigger brand. This
Near Field Communication (NFC) as a new emerging technology currently tries to find a suitable ecosystem. Development of new standards such as secure element, secure channel, as well as Java Card enables creating new ecosystems using a concurrent multi application platform based on Global Platform. We proposed NFC Loyal, which maintains data interaction and data sharing among payment and loyalty
The present study investigates what children of various ages think about concealing or revealing the wrongdoing of a friend in a hypothetical conflict between honesty to parents and loyalty to a friend. The study also examines how children's reasoning was affected by the expectation of parental punishment. A total of 200 children (20 boys and 20…
Purpose – For most frequently purchased packaged goods distributed in the super-hypermarket channel, the store is where a manufacturer's brand can develop its image and its evaluation through an informal control on the purchase experience. Yet, for brands in this sector, better controlled in-store purchase experiences can lead to enhance brand perceived value, relationship quality, and loyalty. To capture how
This study employed a visitor survey to analyze the influence that changing climatic conditions have on the substitution behaviors of alpine skiers (activity, spatial, temporal). It further focuses on the role that activity involvement plays in influencing behavioral adaptations (i.e., substitution) and also the extent to which place loyalty is affected. The Modified Involvement Scale (MIS) was used to segment
This paper focuses on students' perception of value, trust and loyalty and how these constructs connect in the context of higher education in Brazil. For this endeavor we conducted a survey among undergraduate business students in Brazil. The findings suggest that trust in faculty and trust in staff positively affects students' trust in management…
Sampaio, Claudio Hoffmann; Perin, Marcelo Gattermann; Simoes, Claudia; Kleinowski, Hamilton
In her 1938 epistolary novel and educational treatise, "Three Guineas," Virginia Woolf discusses "freedom from unreal loyalties" as key to educating for peace rather than for war, as was the concern in Woolf's time and remarkably remains of serious concern seventy-odd years later. This essay analyzes how modern-day, post-9/11 U.S. public education…
Tribalism is an axiomatic characteristic of sport consumerism yet there does not appear to have been any attempt in contemporary sport marketing research to measure this phenomenon. This thesis develops measures of tribalism, team brand loyalty, team brand value and personal\\/group identity in English and Australian professional rugby league and rugby union fans. These measures (constructs) have not been developed
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…
Gambling is a popular leisure activity for people around the world and the global casino industry has expanded rapidly in recent years. Behavioural loyalty among gamblers can be very important to the success of casinos, which will benefit from marketing strategies used to induce loyal patronage. However, it must also be appreciated that extremely loyal behaviour may be an indication
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)
Purpose The authors examine the influence of employees’ social regard toward the customers on customersatisfaction, trust, and word\\u000a of mouth. In addition, we analyzed the moderating role of length of relationship between the service provider and the customer\\u000a on the effects of social regard on the customer relationship outcomes.\\u000a \\u000a \\u000a \\u000a Design\\/Methodology\\/Approach Hypotheses were tested with customers of two service industries: financial services
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.
While increasingly demanding customers have prompted many firms to implement customer relationship management (CRM) programs, little is known about the internal processes that assist organization-wide learning about individual customer relationships. This research proposes a conceptual framework about the internal processes involved in creating customer knowledge competence, which allow firms to strategically manage their CRM programs. The framework is discussed based
The launch of Medicare's prescription drug plan marks a major milestone in federal health policy. Nearly 90 percent of Medicare's 43 million beneficiaries now have some form of prescription drug coverage, approximately 6 million of whom had no coverage prior to the introduction of Part D. The enrollment boom presents a tremendous opportunity for health insurers. But the new enrollments also present a challenge, as insurers' ability to build customerloyalty will depend on their success in reorienting themselves to the consumer market where tastes can be even more fickle than in the group business. The good news is that as insurers focus on serving senior customers, there is an even more promising opportunity on the horizon than Medicare Part D: providing products that help consumers-particularly retirees and those nearing retirement-to plan for and manage their out-of-pocket health care spending. The retirement health market beyond Medicare Advantage and Part D could significantly impact many health insurers' bottom line; it's expected to generate $80 billion in revenues and $8-$12 billion in pre-tax profits by 2014. PMID:16894853
The reluctance of many hospitals today to invest money and resources into security and safety while at the same time promoting customer good will is a fallacy that has to be corrected, according to the author. He demonstrates how high customersatisfaction scores, as well as regulatory compliance, can only be achieved if a hospital takes the steps necessary to provide adequate safety and security to patients, visitors, physicians and to all who come to the hospital. PMID:21916286
This research project was designed to segment the tuxedo customer market and develop customer profiles. Data were collected by a questionnaire mailed to 266 tuxedo customers. Respondents (n = 90) were segmented as purchasers and renters as well as light and heavy tuxedo users. These customer segments were compared according to their information search patterns, clothing involvement, product characteristics, clothing
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.
...Review Committee; review and recommendation. 61.15 Section 61.15 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT...TRAINING FELLOWSHIPS Regular Fellowships Â§ 61.15 Moral character or loyalty; reference to...
Correlates of patient satisfaction at varying points in time were assessed using a survey with 2-week and 3-month follow-up in a general medicine walk-in clinic, in USA. Five hundred adults presenting with a physical symptom, seen by one of 38 participating clinicians were surveyed and the following measurements were taken into account: patient symptom characteristics, symptom-related expectations, functional status (Medical
Jeffrey L. Jackson; Judith Chamberlin; Kurt Kroenke
Customer relationship management (CRM) is a customer-focused business strategy that dynamically integrates sales, marketing and customer care service in order to create and add value for the company and its customers.This change towards a customer-focused strategy is leading to a strong demand for CRM solutions by companies. However, in spite of companies’ interest in this new management model, many CRM
To improve customersatisfaction 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.
To improve customersatisfaction 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
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
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:…
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.
This paper examines aspects of nursing care provided in Australian private hospitals from a patient perspective. An exploratory study was conducted within Queensland to determine those aspects of customer service that patients require from nursing staff in private hospitals. The study was conducted on a random sample of 51 members of the general public who were interviewed as previous patients
The basic tasks of a business are straight-forward – getting and keeping customers and making profits, both set within the context of the short and long term. Explicit in these is not only a need for marketing and manufacturing to work well in themselves but to work well together. Companies, however, typically fail in this provision. To move to a
William L. Berry; Terry J. Hill; Jay E. Klompmaker
Recognizing the importance of maintaining open communication with immediate and extended family members, this book provides a compilation of ideas for family traditions and customs that are grounded in compassion and human kindness. The traditions were gathered from families in the United States and Canada who responded to advertisements in…
Using information obtained between 1907 and 1925 from members of the Chippewa tribe, the Bureau of American Ethnology, and the United States National Museum, the book describes various Chippewa customs. Information, collected on six reservations in Minnesota and Wisconsin and the Manitou Rapids Reserve in Ontario, Canada, is provided concerning…
This paper studies the business practice of offering discounts to new customers in markets with switching costs. In a two-period homogeneous-good duopoly model, it is shown that the equilibrium amount of discounts increases continuously in the expected switching costs of a typical consumer. In equilibrium, firms offer the same prices and discounts in a mature market even if they have
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.
In this era of many-billion particle cosmological simulations and million galaxy all-sky surveys, interactive three-dimensional visualizations are invaluable for knowledge discovery. We describe the advanced graphics programming library S2PLOT as an ideal tool for creating customized cosmological visualizations.
The group therapy context provides unparalleled opportunities for cost effective learning. However, within group meetings, therapists must strive to tailor psychological services to address the particular needs of individual patients. Creative means of customizing patients experiences within group are needed in order to address consumer needs…