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1

Switching Costs between Customer Satisfaction and Loyalty  

Microsoft Academic Search

Switching cost is becoming a popular topic in the researches of customer satisfaction and customer loyalty. There are already some deeply understandings of the relationship among switching cost, satisfaction and loyalty inside many marketing literatures. Even so, there are still two open questions have not been answered: firstly how the cost of switching service or product influences in customer loyalty

Xuecheng Yang; Jun Wu; Xiaohang Zhang; Feng Zuo; Quan Yu

2009-01-01

2

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

Microsoft Academic Search

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

Roger Hallowell

1996-01-01

3

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

Microsoft Academic Search

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

Rui Jin Hoare; Ken Butcher

2008-01-01

4

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

Microsoft Academic Search

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners and academics in the field of hospitality management. The objective of this research is to identify the factors

Jay Kandampully; Dwi Suhartanto

2000-01-01

5

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

Microsoft Academic Search

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

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

2011-01-01

6

The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider  

Microsoft Academic Search

The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding of the role played by interpersonal-related factors in gaining and developing customer loyalty. This paper explores the impact of interpersonal relationships (both with a firm employee and with another customer) on customer satisfaction and loyalty towards the firm.

Paolo Guenzi; Ottavia Pelloni

2004-01-01

7

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

Microsoft Academic Search

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

Ko de Ruyter; Josée Bloemer

1999-01-01

8

Does relationship marketing improve customer relationship satisfaction and loyalty?  

Microsoft Academic Search

Purpose – The purpose of this study is to investigate the relationship marketing (RM) strategy of a retail bank and examine whether – after its implementation – customer relationships were strengthened through perceived improvements in the banking relationship and consequent loyalty towards the bank. Design\\/methodology\\/approach – A survey was conducted on two profitability segments, of which the more profitable segment

Andreas Leverin; Veronica Liljander

2006-01-01

9

Study on the impacts of service quality and customer satisfaction on customer loyalty in B2C e-commerce  

Microsoft Academic Search

In e-commerce, loyal customers are considered extremely valuable. However, little attention has been given in the literature to understand customer loyalty and its antecedents especially in e-commerce settings. The present study empirically investigates the impacts of service quality, customer satisfaction on customer loyalty in a B2C e-commerce context. Factor analysis and structural equation modeling (SEM) are conducted based on a

Yangcheng Hu

2009-01-01

10

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

PubMed

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

Medler-Liraz, Hana; Yagil, Dana

11

The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry  

Microsoft Academic Search

This research aims to examine the relationships among three components of the physical environment (i.e., décor and artifacts, spatial layout, and ambient conditions), price perception, customer satisfaction, and customer loyalty in the restaurant industry. A total of 279 cases from a survey were used to assess overall fit of the proposed model and test hypotheses using structural equation modeling. The

Heesup Han; Kisang Ryu

2009-01-01

12

A study on the customer satisfaction and customer loyalty of furniture purchaser in on-line shop  

Microsoft Academic Search

Purpose – The paper intends to explore the influencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data obtained from furniture purchaser. Design\\/methodology\\/approach – The research model and the relevant research hypothesis were set up through the data derived from the existing researches, and then the relevant hypothesis was tested

Yongju Jeong; Yongsung Lee

2010-01-01

13

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

Microsoft Academic Search

This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of practical ways to increase customer or student loyalty.

Jeff E. Hoyt; Scott L. Howell

2011-01-01

14

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

Microsoft Academic Search

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

Jonathan Lee; Janghyuk Lee; Lawrence Feick

2001-01-01

15

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

PubMed

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

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

2010-04-01

16

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

ERIC Educational Resources Information Center

|This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…

Hoyt, Jeff E.; Howell, Scott L.

2011-01-01

17

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

Microsoft Academic Search

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

Youjae Yi; Suna La

2004-01-01

18

Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen's Bed and Breakfast Industry  

Microsoft Academic Search

This research was aimed at exploring an empirical understanding of interrelationships between service quality, customer satisfaction and customer loyalty in the bed and breakfast (B&B) market, using Kinmen Island as an example. Better understanding of B&B customer perceptions of physical environment quality, personal interaction quality and the effects of these perceptions on behavioural intentions relating to customer loyalty and customer

Chien Min Chen; Sheu Hua Chen; Hong Tau Lee

2012-01-01

19

The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty  

Microsoft Academic Search

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds.

Sang M. Lee; DonHee Lee; Chang-Yuil Kang

2012-01-01

20

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

Microsoft Academic Search

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

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

2004-01-01

21

Building brand equity and customer loyalty  

SciTech Connect

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

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

1995-05-01

22

Customer retailer loyalty in the context of multiple channel strategies  

Microsoft Academic Search

With an increasingly competitive retail environment and decreasing customer switching costs, customer retailer loyalty is a critical goal for merchants of all types. We investigate customer retailer loyalty in the context of multiple channel retailing strategies. Results show that multiple channel retail strategies enhance the portfolio of service outputs provided to the customer, thus enhancing customer satisfaction and ultimately customer

David W. Wallace; Joan L. Giese; Jean L. Johnson

2004-01-01

23

GSB STUDENT'S CONTRIBUTION THE EFFECTS OF PERCEIVED SERVICE QUALITY, CORPORATE IMAGE, CUSTOMER SATISFACTION AND SWITCHING COSTS ON CUSTOMER LOYALTY IN VIETNAMESE PRIVATE BANKS: A STUDY OF ASIA COMMERCIAL BANK IN HO  

Microsoft Academic Search

The purpose of this research is to gain a better understanding of the impact of perceived service quality, corporate image, customer satisfaction, and switching costs on customer loyalty in a Vietnamese private bank. Additionally, this research aims to investigate the relationships between perceived service quality, corporate image and customer satisfaction. The data was collected from 400 respondents using SERVPERF survey

Nguyen Quoc Cuong

24

Customer Loyalty on Recurring Loans  

Microsoft Academic Search

\\u000a Customer Loyalty has long been a pressing issue in today’s competitive commercial arena. It is increasingly important as companies\\u000a emphasize more on their customer relationship management. In this paper, we investigate the segmentation of bank customers\\u000a in terms of their loyalty level; the sample dataset is the personal finance customers from a bank. Based on a loyalty definition,\\u000a a model

Ng Vincent; Ng Ida

2003-01-01

25

The Impact of Switching Costs Upon the Service Quality–Perceived Value–Customer Satisfaction–Service Loyalty Chain: A Study in the Context of Cellular Services in India  

Microsoft Academic Search

It is a common wisdom in the cellular service industry that high switching costs increase customer loyalty to a service provider and vice versa. Academic studies, too, have shown this to be true. However, a comprehensive understanding of the direct and indirect interactions of the nomologically proximate concepts of switching costs, service quality, perceived value, customer satisfaction, and customer loyalty

Manoj Edward; Babu P. George; Sudipta Kiran Sarkar

2010-01-01

26

Employee and customer satisfaction in healthcare.  

PubMed

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

Jackson, Todd; Wood, Ben D

27

Determinants of Customer Loyalty for Social Networking Sites  

Microsoft Academic Search

\\u000a Although customer loyalty has been widely examined in various Internet contexts, the conceptualization and empirical validation\\u000a of a customer loyalty model for social networking sites (SNSs) has not been addressed adequately. This study attempts to shed\\u000a light on the determinants of customer loyalty for SNS. We propose a theoretical model comprising of perceived value, satisfaction,\\u000a and consumer knowledge as antecedents

Rui Gu; Lih-Bin Oh; Kanliang Wang

28

The Influencing Mechanism of Online Perceived Value and Switching Costs on Online Customer Loyalty  

Microsoft Academic Search

This study examines the influencing mechanism of the online perceived value and switching costs on the online loyalty using structural equation model. We found that the online perceived value significantly affects the online attitude loyalty and behavior loyalty directly; meanwhile affecting the online customer loyalty indirectly through the online customer satisfaction and customer trust. As a moderator, switching costs play

Xuhui Wang; Jian Xu

2008-01-01

29

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

Microsoft Academic Search

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

Luis V. Casaló; Carlos Flavián; Miguel Guinalíu

2008-01-01

30

The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value  

Microsoft Academic Search

Since the online market has been growing rapidly over the past several years, electronic marketing activities have drawn a lot of attention. Many companies generated customer loyalty by improving electronic service quality (e-service quality) but the effects needed to be further examined. The first purpose of the study is to integrate relevant literature and develop a comprehensive research model of

Hsin Hsin Chang; Yao-Hua Wang; Wen-Ying Yang

2009-01-01

31

Consequences of customer loyalty to the loyalty program and to the company  

Microsoft Academic Search

Gaining customer loyalty is an important goal of marketing, and loyalty programs are intended to help in reaching it. Research\\u000a on loyalty programs suggests that customers differentiate between loyalty to a company and loyalty to a loyalty program, yet\\u000a little is known about the consequences of these two types of loyalty. Therefore, our study intends to make two main contributions:

Heiner Evanschitzky; B. Ramaseshan; David M. Woisetschläger; Verena Richelsen; Markus Blut; Christof Backhaus

32

Value, satisfaction, loyalty and retention in professional services  

Microsoft Academic Search

Purpose – The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention. Design\\/methodology\\/approach – A survey is conducted among professional service providers in the Tampa Bay, Florida (USA) Metropolitan Statistical Area, which includes attorneys, financial professionals, physicians, dentists and private investigators. Findings – There is a highly

Rene Trasorras; Art Weinstein; Russell Abratt

2009-01-01

33

Modeling repurchase frequency and customer satisfaction for fast food outlets  

Microsoft Academic Search

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

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

2004-01-01

34

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

Microsoft Academic Search

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

Theodore P Stank; Thomas J Goldsby; Shawnee K Vickery

1999-01-01

35

CUSTOMER LOYALTY - THE MAJOR GOAL OF CUSTOMER RELATIONSHIP MANAGEMENT  

Microsoft Academic Search

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

Daniela Popescu

2010-01-01

36

A multiple-item scale for measuring customer loyalty development  

Microsoft Academic Search

Purpose – This paper seeks to explore the complex inter-relationships between the attitudinal and behavioural dimensions of customer loyalty development, by examining the dynamic processes by which customer loyalty is initiated and sustained using a mixed methods approach. In doing so, the paper highlights the absence of valid and reliable measures of customer loyalty development and discusses the use of

Rosalind McMullan

2005-01-01

37

Adjusted expectations, satisfaction and loyalty development  

Microsoft Academic Search

The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather

Ramón Rufín; Cayetano Medina; Manuel Rey

2012-01-01

38

Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty  

Microsoft Academic Search

The positive effect of customer satisfaction on repurchase intentions and attitudinal loyalty has been shown in numerous studies. The effect of switching barriers on these variables, however, has been subject to much less attention from researchers. In this study we propose that switching barriers can be seen as either positive or negative, and we examine their effects on customer satisfaction,

Claes-Robert Julander; Magnus Söderlund

2003-01-01

39

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

Microsoft Academic Search

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

Benjamin Osayawe Ehigie

2006-01-01

40

Airline Global Alliances: What is their Impact on Customer Loyalty?  

Microsoft Academic Search

Acknowledgments We would like to thank Grahame Dowling, Jennifer Harris, Paul Patterson and Ian Wilkinson for their constructive suggestions. 1 Airline Global Alliances: What is their Impact on Customer Loyalty? Abstract An empirical investigation of airline global alliances as vehicles for building and sustaining customer loyalty. Global alliances enable business travelers to consolidate their split-loyalty repertoires within one alliance, and

Mark Uncles; Kevin Goh

2002-01-01

41

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

Microsoft Academic Search

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

Yew-Wing Lee; Steven Bellman

2008-01-01

42

Relationship quality as a predictor of B2B customer loyalty  

Microsoft Academic Search

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

Papassapa Rauyruen; Kenneth E. Miller

2007-01-01

43

The importance of institutional image to student satisfaction and loyalty within higher education  

Microsoft Academic Search

This paper outlines the findings of a study employing a partial least squares (PLS) structural equation methodology to test\\u000a a customer satisfaction model of the drivers of student satisfaction and loyalty in higher education settings. Drawing upon\\u000a a moderately large sample of students enrolled in four ‘types’ of Australian universities, the findings suggest that student\\u000a loyalty is predicted by student

Robert M. Brown; Timothy William Mazzarol

2009-01-01

44

Waiting time influence on the satisfaction-loyalty relationship in services  

Microsoft Academic Search

Purpose – Delay is an important issue for service providers. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service satisfaction. However, being satisfied with the service seems to be insufficient for customers to remain loyal. Creating customer loyalty is even more crucial than just satisfying them. The paper aims to investigate how customers weigh

Frédéric Bielen; Nathalie Demoulin

2007-01-01

45

E-commerce marketing strategy on the basis of customer value and customer loyalty  

Microsoft Academic Search

The enterprise e-commerce marketing strategy is developed on the basis of a scientifically-based segmentation of its customers, and the key way to its profits is to try to build and maintain the customer loyalty. Therefore this paper brings together customer-value and customer-loyalty to segment e- commerce customers, and then establishes a customer- segmentation-matrix of customer-value and customer-loyalty, and finally it

Gang Fang; Xiongjian Liang

2011-01-01

46

The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry  

Microsoft Academic Search

Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design\\/methodology\\/approach – Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from

Nick Bontis; Lorne D. Booker; Alexander Serenko

2007-01-01

47

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

Microsoft Academic Search

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

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

2010-01-01

48

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

ERIC Educational Resources Information Center

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

Brown, Robert M.; Mazzarol, Timothy William

2009-01-01

49

Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons  

Microsoft Academic Search

This study examines how various characteristics of the discount retail environment and the overall attitude towards a discount retail store, considered to be an abstract and global image component, influence consumers’ satisfaction and how consumers’ satisfaction, in turn, affects store loyalty. The data, collected from a sample of 517 discount retail customers in Daegu, Korea, indicate that: (1) forming the

Dong-Mo Koo

2003-01-01

50

A dynamic model of customer loyalty  

Microsoft Academic Search

Competitive and economic advantages stemming from the strengthening of customer relationships have been widely tested and discussed by practitioners and scholars in the relationship marketing and in the customer satisfaction and postconsumption research fields. Many studies, early developed into the business to business marketing field, have focused on antecedents and consequences of market relationships, identifying cognitive, affective and behavioural constructs

Michele Costabile

51

The Research of Personal Customer Relationship Management for Commercial Banks Based on Multidimensional Model of Customer Loyalty  

Microsoft Academic Search

Cultivating customer loyalty is a critical goal of customer relationship management (CRM). Traditional CRM is lack of a relatively complete model of customer loyalty and couldn't support customer loyalty management efficiently in business processes, organization and culture, and information systems. New banking personal CRM strategy is proposed based on multi-dimensional model of customer loyalty including customer perceived value, relationship quality,

Li Yong

2010-01-01

52

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

Microsoft Academic Search

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

Dianne Cyr; Gurprit S. Kindra; Satyabhusan Dash

2008-01-01

53

Customer satisfaction, customer retention, and market share  

Microsoft Academic Search

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

ROLAND T. RUST; ANTHONY J. ZAHORIK

1993-01-01

54

An investigation of the cross-national determinants of customer satisfaction  

Microsoft Academic Search

Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking\\u000a the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing\\u000a customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction\\u000a across nations is limited, with the few existing studies examining only a small number

Forrest V. Morgeson; Sunil Mithas; Timothy L. Keiningham; Lerzan Aksoy

2011-01-01

55

Benefits—Satisfaction—Loyalty Linkages in Retail Loyalty Card Programme Model: Exploring the Roles of Programme Trust and Programme Commitment  

Microsoft Academic Search

Investigations to determine whether benefits that members derived from a loyalty programme could influence their satisfaction, trust, commitment, loyalty with the programme, and ultimately store loyalty are critical to elucidating the roles and significance of constructs and advancing management practise. With this in mind, our research aims to assess the effects of the loyalty programme's benefits offered by one of

Rosidah Musa; Nor Asiah Omar; Musramaini Mustapha

56

The role of customer affection and trust in loyalty rebuilding after service failure and recovery  

Microsoft Academic Search

This study investigates the dynamics of customer affection and customer trust on customer loyalty intention after cases of service failure and recovery. The results demonstrate that after customers experience service failure and recovery, customer affection has a greater influence on customer trust but less in loyalty intention, whereas customer trust becomes more influential in loyalty intention in comparison to the

Suna La; Beomjoon Choi

2012-01-01

57

The role of customer affection and trust in loyalty rebuilding after service failure and recovery  

Microsoft Academic Search

This study investigates the dynamics of customer affection and customer trust on customer loyalty intention after cases of service failure and recovery. The results demonstrate that after customers experience service failure and recovery, customer affection has a greater influence on customer trust but less in loyalty intention, whereas customer trust becomes more influential in loyalty intention in comparison to the

Suna La; Beomjoon Choi

2011-01-01

58

How a training institute acquires learner satisfaction and loyalty under economic recession  

Microsoft Academic Search

For training institutes to be competitive in a customer-driven market, they must learn to satisfy their learners by knowing how to foster positive learning experiences. The present study proposes an adult learning model that views (1) motivation, (2) learning barriers and (3) perceived classroom climate as critical factors that (4) promote learner satisfaction and (5) stimulate learner loyalty towards a

Li-An Ho; Yen-Ku Kuo; Tsung-Hsien Kuo

2012-01-01

59

Factors influencing satisfaction and loyalty in online shopping: an integrated model  

Microsoft Academic Search

Purpose – Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Design\\/methodology\\/approach – This study adopts structural equation modelling (SEM) as the main analytical tool. It

Grace T. R. Lin; Chia-chi Sun

2009-01-01

60

Ubiquitous Customer Loyalty Services: Technology and Market Outlook.  

National Technical Information Service (NTIS)

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

M. Tallgren O. Pihlajamaa J. Toronen

2007-01-01

61

Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.  

PubMed

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners. PMID:16551189

Payne, Stephanie C; Webber, Sheila Simsarian

2006-03-01

62

Effects of organizational and serviceperson orientation on customer loyalty  

Microsoft Academic Search

Purpose – Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson's orientation may differ or even conflict with the organization's orientation. There are two purposes to this paper. The paper first aims to develop a

Scott Colwell; Sandra Hogarth-Scott; Depeng Jiang; Ashwin Joshi

2009-01-01

63

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

Microsoft Academic Search

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

Ching-Fu Chen; Odonchimeg Myagmarsuren

2011-01-01

64

Predicting the Satisfaction and Loyalty of Adjunct Faculty  

ERIC Educational Resources Information Center

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

Hoyt, Jeff E.

2012-01-01

65

Winning new customers using loyalty-based segmentation  

Microsoft Academic Search

Purpose – The article shows how to combine loyalty and segmentation tools to define attractive new customer segments. Design\\/methodology\\/approach – Bain's research shows how companies that use the combination excel at three skills. Successful firms: firstly, broaden their appeal by narrowing their focus. They seek new opportunities to deepen relationships with the loyal, profitable customers they know best before trying

Rob Markey; John Ott; Gerard du Toit

2007-01-01

66

Customer tradeoffs between key determinants of SME banking loyalty  

Microsoft Academic Search

Purpose – The purpose of this study is to demonstrate a method for estimating the tradeoffs that banking customers make between different attributes of a service, thus allowing businesses to estimate the likely impact on customer loyalty of changes in different attributes of a service. Design\\/methodology\\/approach – The data were collected using a mail survey that was sent to small

Regan Lam; Suzan Burton; Hing-Po Lo

2009-01-01

67

The paradox of customer education : Customer expertise and loyalty in the financial services industry  

Microsoft Academic Search

Purpose – The purpose of this paper is to consider the dynamics of customer education by exploring the relationship between education and customer expertise and their combined effects on customer loyalty in a high involvement investment services context. The paper also considers the service context within which customer education initiatives are delivered. More specifically, it explores the moderating effects of

Simon J. Bell; Andreas B. Eisingerich

2007-01-01

68

Relative attitudes and commitment in customer loyalty models : Some experiences in the commercial airline industry  

Microsoft Academic Search

Relationship marketing requires a thorough understanding of the long-run perspective of the supplier-customer interaction. The concept of customer loyalty can be applied to emphasize the behavioural and attitudinal aspects of this interaction. This study investigates the antecedents of future customer loyalty in the commercial airline industry by applying structural models under four prototypical past loyalty conditions. These conditions are based

Andreas H. Zins

2001-01-01

69

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

ERIC Educational Resources Information Center

|Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

Jeon, Myunghee

2009-01-01

70

Internal marketing and the antecedents of nurse satisfaction and loyalty.  

PubMed

Employee satisfaction and retention are critical issues that influence the success of any organization. Yet, one of the most critical problems facing the worldwide health care industry is the shortage of qualified nurses. Recent calls have been made within the traditional nursing literature for research that utilizes marketing and business models to better understand nurse satisfaction and retention. The purpose of this study is to develop scales that can be used to empirically test a model of the proposed antecedents of nurse job satisfaction and loyalty which have been used widely in the internal marketing and the relationship-marketing literature. Specifically, the study will investigate the degree to which structural bonding, social bonding, financial bonding activities, and quality of care impact how well nurses are satisfied with their job and their commitment to the organization. The results show that quality of care most impacted nurse satisfaction and loyalty, followed by structural, social, and financial bonds. PMID:19042513

Peltier, James W; Pointer, Lucille; Schibrowsky, John A

2008-01-01

71

International Tourist Satisfaction and Destination Loyalty: Bangkok, Thailand  

Microsoft Academic Search

This study compares first-time and repeat international tourists regarding their satisfaction and destination loyalty with their visit(s) to Bangkok. The data were collected from 254 international tourists. The results revealed that they were most satisfied with beautiful architectural buildings and historical sites, shopping opportunities and cultural sightseeing. Friends and families were their preferred information sources. Vacationing in Bangkok was the

Siriporn McDowall

2010-01-01

72

School reputation and its relation to parents' satisfaction and loyalty  

Microsoft Academic Search

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 measure of school reputation, as viewed by parents, was developed.

Kåre Skallerud

2011-01-01

73

A model of customer loyalty and corporate social responsibility  

Microsoft Academic Search

Purpose – This paper aims to examine the roles of corporate social responsibility (a non service-related concept) and perceived service quality (a service-related concept) in determining the attitudinal and behavioral loyalty of customers in the retail banking sector in Bangkok, Thailand. Design\\/methodology\\/approach – The study is quantitative in nature using the responses of 275 bank customers who answered a survey

Rujirutana Mandhachitara; Yaowalak Poolthong

2011-01-01

74

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

PubMed Central

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

2012-01-01

75

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

Microsoft Academic Search

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

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

2006-01-01

76

Customer Loyalty and Supplier Quality Competition  

Microsoft Academic Search

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

Noah Gans

2002-01-01

77

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

Microsoft Academic Search

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

Christian Homburg; Michael Müller; Martin Klarmann

78

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

Microsoft Academic Search

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

Jane W. Licata; Goutam Chakraborty

2009-01-01

79

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?  

Microsoft Academic Search

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

Sunil Mithas; M. S. Krishnan; Claes Fornell

2005-01-01

80

Tourist Satisfaction and Destination Loyalty intention: A Structural and Categorical Analysis  

Microsoft Academic Search

This study explores the relationship between travel satisfaction and destination loyalty intention. The research was conducted with 486 tourists visiting Arade, a Portuguese tourist destination. Taking as the basis the use of structural equation modelling (SEM), the results substantiate the importance of tourism satisfaction as a determinant of destination loyalty. Also, a categorical principal components analysis (CATPCA) provides a detailed

João Albino Silva; Júlio Mendes

2006-01-01

81

Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan  

Microsoft Academic Search

This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market Intelligence Center in Taiwan were recruited and structural equation modeling was used to test the research hypotheses. The result indicates that web

Li-Chun Hsu; Kai-Yu Wang; Wen-Hai Chih

2011-01-01

82

The Influence of Security Statement, Technical Protection, and Privacy on Satisfaction and Loyalty; A Structural Equation Modeling  

NASA Astrophysics Data System (ADS)

Customer satisfaction and loyalty have been cited as the e-commerce critical success factors and various studies have been conducted to find the antecedent determinants of these concepts in the online transactions. One of the variables suggested by some studies is perceived security. However, these studies have referred to security from a broad general perspective and no attempts have been made to study the specific security related variables. This paper intends to study the influence on security statement and technical protection on satisfaction, loyalty and privacy. The data was collected from 337 respondents and after the reliability and validity tests, path analysis was applied to examine the hypotheses. The results suggest that loyalty is influenced by satisfaction and security statement and no empirical support was found for the influence on technical protection and privacy on loyalty. Moreover, it was found that security statement and technical protection have a positive significant influence on satisfaction while no significant effect was found for privacy. Furthermore, the analysis indicated that security statement have a positive significant influence on technical protection while technical protection was found to have a significant negative impact on perceived privacy.

Peikari, Hamid Reza

83

Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations  

Microsoft Academic Search

The last couple of years have been particularly difficult for the ubiquitous American fast food restaurant. The sluggish economy and concerns for employment have certainly exacerbated the problems of this sector already\\u000a plagued by change. The success of the “franchise” model over the last couple of decades was based on the offer to the customer\\u000a of a limited number of

Shubhra Ramchandani

84

To Delight or Not to Delight? An Investigation of Loyalty Formation in the Restaurant Industry  

Microsoft Academic Search

Recent research has questioned the value of customer satisfaction and has instead emphasized the need to move beyond merely satisfying customers to delighting them. Despite this, few studies have explored how satisfaction and delight jointly determine customer loyalty. Yet understanding how customer satisfaction and delight contributes to loyalty is central to the development of effective relationship marketing strategies. Similarly, understanding

Jana L. H. Bowden; Tracey S. Dagger

2011-01-01

85

The Influence of Technology-Enabled Customer Relationship Management on Customers' Attitude Toward Service Quality and Loyalty  

Microsoft Academic Search

The main objective of this study was to test empirically the Parasuraman and Grewal's quality-value-loyalty chain model (2000) in a restaurant context. The quality-value-loyalty chain model integrates the importance of relationships between technology and customers, employees, and the company. Survey participants were asked to evaluate scenarios describing a restaurant experience where customized services were provided through information technology and without

Hee “Andy” Lee; Carolyn U. Lambert

2008-01-01

86

How to avoid customers leaving: the case of the Estonian telecommunication industry  

Microsoft Academic Search

Purpose – The purpose of this paper is to show that the major factors affecting loyalty are dependant on the level of loyalty of customers. Design\\/methodology\\/approach – A model of relationship between factors of loyalty and loyalty levels of customers was constructed and tested on the empirical data about 1,000 private customers from the Customer Satisfaction Survey of Elion, the

Andres Kuusik; Urmas Varblane

2009-01-01

87

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

Microsoft Academic Search

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

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

2011-01-01

88

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

Microsoft Academic Search

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

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

2010-01-01

89

Comprehensive Family Services and customer satisfaction outcomes.  

PubMed

Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey results. CFS practices are associated with significantly higher customer satisfaction that improved over time for all groups. Although causality cannot be determined, the relationship is consistent, robust, and meaningful. PMID:17039825

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

90

A comparative analysis of the ports of Incheon and Shanghai: The cognitive service quality of ports, customer satisfaction, and post-behaviour  

Microsoft Academic Search

This study introduces three dimensions of port service quality in order to identify their effects on customer satisfaction, loyalty, and referral intentions. The findings of this study imply a shift in the factors of cognitive service quality for customer satisfaction – from traditional endogenous quality to exogenous and relational quality. Comparative examination of the ports by moderator variables of spatial

Chul-Ho Cho; Byung-Il Kim; Jae-Hoon Hyun

2010-01-01

91

Salespersons' service quality and customer loyalty in fashion chain stores : A study in Hong Kong retail stores  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting. It also aims to assess the effects of two retail environmental factors (price level and customers' demographic variables) on the customer loyalty of salespersons service quality. Design\\/methodology\\/approach – The study uses

Cheng Yu Sum; Chi Leung Hui

2009-01-01

92

Analysing customer satisfaction and quality in construction - the case of public and private customers  

Microsoft Academic Search

Improving quality and customer satisfaction has received considerable attention in recent years. This study examines construction in terms of customer satisfaction and quality. A framework is developed to evaluate the dynamics of customer satisfaction and quality. An empirical analysis is conducted to explore customer satisfaction in construction as perceived by two customer groups: public and private customers. Results indicate that

Sami Kärnä

2004-01-01

93

Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships  

Microsoft Academic Search

The article examines how product and relationship quality influence customer commitment along with their combined effect on customer loyalty. The results show that product quality influences positive and negative calculative commitment. With regard to relationship quality, its “social” dimensions such as cooperation and trust have a much greater influence on commitment than its “technical” dimensions such as knowledge transfers and

Tomaž ?ater; Barbara ?ater

2010-01-01

94

A study on the perceived CSR and customer loyalty based on dairy market in China  

Microsoft Academic Search

The use of corporate social responsibility (CSR) initiatives to influence consumers' buying behaviour has become quite common. The relationship between CSR and customer behavior is one of the most important research focuses of management scholars. In this article, we develop a theoretical framework that specifies how the perceived CSR influences customer loyalty. Empirically we find that the perceived CSR has

Yanqiu Liu; Hongli Ji; Fenglan

2010-01-01

95

The American Customer Satisfaction Index (ACSI) Survey  

MedlinePLUS

... Tools ESPAÑOL The American Customer Satisfaction Index (ACSI) Survey To use the sharing features on this page, ... a pop-up invitation to take the ACSI survey. Users are not required to complete the survey. ...

96

Measuring Customer Satisfaction on the Internet  

Microsoft Academic Search

Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was identified to be the appropriate approach to CS measurement. Prior research has also shown that during the research process, several points specific to

Rita M. Walczuch; Katja Hofmaier

2000-01-01

97

NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP  

EPA Science Inventory

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

98

Economic influences on customer satisfaction: Variation by product function  

Microsoft Academic Search

Based on longitudinal customer satisfaction data from three durable goods industries in Japan, this study analyzes how economic processes influence customer satisfaction and how these effects vary by product function. Our research hypotheses are based on a conceptual extension of the disconfirmation of expectations theory of customer satisfaction formation. Using principal component and regression analyses, we show that customer satisfaction

B. Frank; T. Enkawa

2008-01-01

99

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

Federal Register 2010, 2011, 2012, 2013

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

2012-02-28

100

Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis  

Microsoft Academic Search

Customer loyalty has emerged as a strategic imperative for most firms. Many studies conducted in different industries have empirically proven that the overall perception of service quality is one of the essential factors to establish customer loyalty. The value of these empirical findings per se has been questioned because of the derivative information for lack of specificity and diagnostic usefulness

Pei Chao

2008-01-01

101

Reinventing information services to increase customer satisfaction  

SciTech Connect

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

Madison, J.E.

1993-12-01

102

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

Microsoft Academic Search

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

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

2012-01-01

103

The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction-loyalty relationship  

Microsoft Academic Search

Purpose – This study aims to discuss and test the combined role of perceived risk, objective knowledge and certainty as moderators in the satisfaction-loyalty relationship. Design\\/methodology\\/approach – The authors use survey data of 387 Vietnamese consumers in a food context. A structural equation modeling (SEM) approach for moderator analysis with latent constructs is used to test the hypotheses. Findings –

Ho Huy Tuu; Svein Ottar Olsen; Pham Thi Thuy Linh

2011-01-01

104

Adjusted expectations, satisfaction and loyalty development in the case of services  

Microsoft Academic Search

The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather

Ramón Rufín; Cayetano Medina; Manuel Rey

2011-01-01

105

Customer satisfaction and retail sales performance: an empirical investigation  

Microsoft Academic Search

We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance. Our data set consists of six waves of customer satisfaction and sales data for about 250 retail outlets over the period 1998–2001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities and asymmetries in the satisfaction-sales performance

Miguel I. Gómez; Edward W. McLaughlin; Dick R. Wittink

2004-01-01

106

Ethical reputation and value received: customer perceptions  

Microsoft Academic Search

Purpose – This research seeks to explore the role played by ethical reputation in amplifying the positive impact of value received by the customer on satisfaction with the supplier and ultimately loyalty. Design\\/methodology\\/approach – Survey responses derived from 299 customers, concerning two large financial institutions within Chile, are used to test relationships among ethical perceptions, customer value, satisfaction, and loyalty.

Jay Prakash Mulki; Fernando Jaramillo

2011-01-01

107

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

Microsoft Academic Search

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

Chas D. Koermer; Linda L. McCroskey

2006-01-01

108

Construction Product\\/Service and Customer Satisfaction  

Microsoft Academic Search

Construction has typically been viewed as a production process, with the product being the completed facility. In addition to providing this product, contractors also provide service. Construction is examined in terms of the service product, service delivery, and service environment. The concept of service encounters is examined in the context of perceived quality and customer satisfaction. Determinants of service quality

William F. Maloney

2002-01-01

109

The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Tourist Loyalty  

Microsoft Academic Search

In the past decade, tourism firms have become aware of the great benefits of maintaining a solid base of loyal customers. Because rural tourism is a relatively new phenomenon in some countries, the main antecedent of tourism loyalty remains infrequently studied in rural lodgings. In this work, a structural equations model is explored, with PLS technique, giving relevance to the

Sandra María Correia Loureiro; Francisco Javier Miranda González

2008-01-01

110

Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty  

Microsoft Academic Search

Purpose – The purpose of this study is to establish a theoretical basis for evaluating a strategic increase in customers' perceptions of service\\/product quality – specifically in terms of an increase in relationship quality and customer loyalty in a B2B environment – and to test this theoretical basis empirically. Design\\/methodology\\/approach – Drawing on the relationship-marketing literature, the authors empirically test

Ruben Chumpitaz Caceres; Nicholas G. Paparoidamis

2007-01-01

111

Method and apparatus for customer loyalty and marketing analysis  

US Patent & Trademark Office Database

A customer frequency, analysis and reward system has multiple alternative components and allows for input of customer identification through use of a smart card, biometric input device, or a preexisitng identification, such as a credit card, government-issued id, or checking account. A customer interacts with the system initially at a data collection point-of-sale (POS) device at a retail outlet. Data is periodically collected from the retail site to a data warehouse, where various types of analysis may be performed. A customer can interact with the system using an internet interface, thus reducing costs of ownership.

Wong; Earl Chang (San Diego, CA); Miles; Gordon H. (Cardiff, CA)

2000-09-19

112

INFLUENCE OF PRICE AND QUALITY TO CUSTOMER SATISFACTION: NEUROMARKETING APPROACH  

Microsoft Academic Search

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

Aurimas Dapkeviius; Borisas Melnikas

2009-01-01

113

The effects of service failures and recovery on customer loyalty in e-services : An empirical investigation  

Microsoft Academic Search

Purpose – Despite having been widely studied in traditional (bricks-and-mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited attention in the context of e-services. This paper sets out to empirically test the following set of hypotheses in an e-service setting: H1, service failures have a negative effect on customer loyalty intentions; H2,

Rui Sousa; Christopher A. Voss

2009-01-01

114

Food risk and knowledge in the satisfaction-repurchase loyalty relationship  

Microsoft Academic Search

Purpose – The purpose of this paper is to test the relationships among perceived risk, consumer satisfaction and repurchase loyalty, and to explore the moderating role of knowledge on the relationship between these constructs. Design\\/methodology\\/approach – The results are based on a cross-section sample of 846 households in Vietnam using self-administrating questionnaires, with fish as a main research object, and

Ho Huy Tuu; Svein Ottar Olsen

2009-01-01

115

Internet use, customer relationships and loyalty in the Vietnamese travel industry  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate how small and medium-sized travel agencies as business customers perceive the benefits and barriers of Internet use that related to the development of a positive relationships and loyalty with their service suppliers. Design\\/methodology\\/approach – Relevant hypotheses were constructed and a self-administered questionnaire survey was conducted in the travel industry. Factor

Hoang Thi Phuong Thao; Fredric William Swierczek

2008-01-01

116

Investigating the effects of service quality dimensions and expertise on loyalty  

Microsoft Academic Search

Purpose – Very little research has investigated the effects of service quality dimensions on customer loyalty. Also, up to now, no research has investigated the direct effect of expertise on loyalty and the moderating effect of expertise on the link between satisfaction and loyalty. This paper seeks to fill these gaps in the literature and to investigate the effects of

Ahmad Jamal; Kyriaki Anastasiadou

2009-01-01

117

The impact of gender on car buyer satisfaction and loyalty  

Microsoft Academic Search

Women are becoming an increasing force in the car buyer market. Their pattern of car buying differs from that of men, and thus it is proposed that women's expectations of a car, and hence the determinants of satisfaction with car purchase, would differ from those of men. Consumer data, gathered from both male and female car buyers, is analysed, with

Fiona Davies; Bruce Curry

1996-01-01

118

Dispositional Approach to Customer Satisfaction and Behavior  

Microsoft Academic Search

Purpose  The purpose of this study was to investigate the relationship between affective dispositions, positive and negative affectivity,\\u000a and consumer attitudes and behaviors.\\u000a \\u000a \\u000a \\u000a Design\\/Methodology\\/Approach  The data were collected from University students regarding perceptions of the University bookstore, dining services, and housing\\u000a (n = 160).\\u000a \\u000a \\u000a \\u000a Findings  Positive affectivity, but not negative affectivity, was generally associated with customer satisfaction and perceptions of\\u000a service quality. Results also indicated

Gary N. Burns; Nathan A. Bowling

2010-01-01

119

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

Federal Register 2010, 2011, 2012, 2013

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

2012-10-10

120

Role of Perceived Fit With Hotels’ Green Practices in the Formation of Customer Loyalty: Impact of Environmental Concerns  

Microsoft Academic Search

With the increasing concern for ecological issues among hotel customers, this study pursues an investigation of customers' perceptions of hotels' core business in association with green practices and the resulting purchase-related loyalty (i.e. intentions to visit, accept price premiums, and recommend). In addition, the study examines the moderating role of environmental concerns in the relationships among perceptions of hotels' green

Sunny Ham; Heesup Han

2012-01-01

121

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

Microsoft Academic Search

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

James E. Richard; Annie Zhang

2011-01-01

122

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

Microsoft Academic Search

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

James E. Richard; Annie Zhang

2012-01-01

123

Customer satisfaction and qualities in public service: an intermediary customer perspective  

Microsoft Academic Search

From an intermediary customer perspective, this study empirically investigates the causal relationships between service quality, relationship quality, design quality, and customer satisfaction in the public service value chain. Cross-sectional survey data were collected from social work, childcare, and healthcare services and were analyzed using structural equation modeling. It is found that all the quality dimensions are antecedents to customer satisfaction

June-Young Rha

2011-01-01

124

Customer satisfaction and qualities in public service: an intermediary customer perspective  

Microsoft Academic Search

From an intermediary customer perspective, this study empirically investigates the causal relationships between service quality, relationship quality, design quality, and customer satisfaction in the public service value chain. Cross-sectional survey data were collected from social work, childcare, and healthcare services and were analyzed using structural equation modeling. It is found that all the quality dimensions are antecedents to customer satisfaction

June-Young Rha

2012-01-01

125

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

Microsoft Academic Search

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

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

2004-01-01

126

The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry  

Microsoft Academic Search

Retaining and cultivating customer loyalty has become increasingly important for coffee outlet marketers and operators due to the highly competitive environment. This study aims to develop and test a model investigating how relational benefits enhance perceived value to win customer loyalty. Using a self-administered questionnaire survey, 949 respondents from coffee outlets were used for this study. The findings show that

Po-Tsang Chen; Hsin-Hui Hu

2010-01-01

127

Customer Satisfaction in the Hotel Industry: Meaning and Measurement  

Microsoft Academic Search

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

Jonathan D. Barsky

1992-01-01

128

Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services  

Microsoft Academic Search

There is widespread belief that firms should pursue superiority in both customer satisfaction and productivity. However, there is reason to believe these two goals are not always compatible. If a firm improves productivity by “downsizing,” it may achieve an increase in productivity in the short-term, but future profitability may be threatened if customer satisfaction is highly dependent on the efforts

Eugene W. Anderson; Claes Fornell; Roland T. Rust

1997-01-01

129

Upper Rio Grande at Work Customer Satisfaction Survey 2007  

Microsoft Academic Search

The Institute for Policy and Economic Development (IPED) at the University of Texas at El Paso (UTEP) was contracted by the Upper Rio Grande Workforce Development Board (URGWDB) to conduct a customer satisfaction survey as one component of a larger evaluation project. Customer satisfaction as defined in this survey includes quality of training\\/instructional facilities and equipment as well as overall

Daniel J. Quiñones; Carlos Olmedo; Dennis L. Soden

2007-01-01

130

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

Federal Register 2010, 2011, 2012, 2013

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

2010-10-21

131

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

Federal Register 2010, 2011, 2012, 2013

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

2013-04-08

132

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

Federal Register 2010, 2011, 2012, 2013

...Comment Request: Generic Customer Satisfaction Surveys AGENCY: Office of the Chief...of Proposal: Generic--Customer Satisfaction Surveys. OMB Control Number, if applicable...HUD will conduct various customer satisfaction surveys to gather feedback and...

2012-06-19

133

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

Federal Register 2010, 2011, 2012, 2013

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

2010-06-21

134

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

Federal Register 2010, 2011, 2012, 2013

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

2010-07-06

135

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

Federal Register 2010, 2011, 2012, 2013

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

2013-09-30

136

Determinants of E-CRM in Influencing Customer Satisfaction  

Microsoft Academic Search

The widespread use of the web technology presents an opportunity for business to use the Internet as a tool for electronic\\u000a customer relationship management (e-CRM). Despite agreement that e-CRM has direct or indirect impact on customer satisfaction,\\u000a the significance and the determinants of e-CRM in influencing customer satisfaction have not been well researched. This study\\u000a empirically develops a temporal model

Yan Liu; Chang-Feng Zhou; Ying-wu Chen

2006-01-01

137

?????????????????? ????????????? The Study of the Influence of Tacit Knowledge for Direct Selling, Participating Knowledge Transfer on Direct Sellers' Satisfaction and Loyalty ???  

Microsoft Academic Search

The 21st century is the period of knowledge management. The precedent researches of direct selling that can be achieved by replication, forming organization, effective mobilization and reduplicative development are not from the points of how tacit knowledge for direct selling, and participating knowledge transfer influenced direct sellers' satisfaction and loyalty. Thus this study will focus on effective samples from direct

Miao-Que Lin

138

The impact of other-customer failure on service satisfaction  

Microsoft Academic Search

Purpose – The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. Design\\/methodology\\/approach – Data for this study were gathered by retrospective experience sampling. Findings – There are several important findings that can be obtained from the results. First, people consider another customer's failure to be

Wen-Hsien Huang

2008-01-01

139

How do company reputation and perceived price influence customer loyalty in the Chinese personal financial planning industry?  

Microsoft Academic Search

To understand the antecedents of customer loyalty from a service marketing perspective is crucial for both practice and academic research. We build and test a causal model based on data from Chinese consumers in the personal financial planning industry. Conducting the data analysis through structural equation modeling, we found that both company reputation and perceived price can enhance perceived value,

Jin Sun; P. R. China

2011-01-01

140

Study on Customer Satisfaction with Facilities Management Services in Lithuania  

NASA Astrophysics Data System (ADS)

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

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

2012-12-01

141

Basic Features of Customer Satisfaction with Train Schedules  

NASA Astrophysics Data System (ADS)

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

Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano

142

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

Microsoft Academic Search

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

Karen A. Brown; Terence R. Mitchell

1993-01-01

143

Does experience matter? : Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users  

Microsoft Academic Search

Purpose – Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to address this issue by examining the effect of experience on the association between relational benefits and relationship quality, and between relationship quality and loyalty. Design\\/methodology\\/approach – Using a national sample of 376 service

Tracey S. Dagger; Timothy K. OBrien

2010-01-01

144

AFMC Customer Satisfaction Study at the Air Logistics Centers.  

National Technical Information Service (NTIS)

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

K. D. Kendall

2008-01-01

145

High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services  

Microsoft Academic Search

Although firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer satisfaction for support services of ESS and focus on employee skills and customer heterogeneity. We analyze archival customer satisfaction data from 170 real-world

Narayan Ramasubbu; Sunil Mithas; Mayuram S. Krishnan

2008-01-01

146

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

Microsoft Academic Search

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

Esen Gürbüz

2008-01-01

147

Customer Satisfaction and Stock Prices: High Returns, Low Risk  

Microsoft Academic Search

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

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

2006-01-01

148

Logistics flexibility and its impact on customer satisfaction  

Microsoft Academic Search

Purpose – To succeed in an uncertain environment, firms must respond to changing customer needs, and logistics flexibility is an important part of the response. This paper defines logistics flexibility, creates a framework to understand it, and shows how it relates to customer satisfaction. Design\\/methodology\\/approach – The study uses a large sample survey (n=273) from the Society of Manufacturing Engineers

Qingyu Zhang; Mark A. Vonderembse; Jeen-Su Lim

2005-01-01

149

Beyond satisfaction : The relative importance of locational convenience, interpersonal relationships, and commitment across service types  

Microsoft Academic Search

Purpose – Many studies have documented that satisfaction does not always result in loyalty, and that dissatisfaction does not necessarily result in defection. In response, this study goes beyond satisfaction and proposes the moderating effects of locational convenience, interpersonal relationships, and commitment between satisfaction and customer loyalty across search, experience, and credence attribute services. Design\\/methodology\\/approach – Hierarchical moderated regression analysis

Li-Wei Wu

2011-01-01

150

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

Federal Register 2010, 2011, 2012, 2013

...Request; Customer and Other Partners Satisfaction Surveys SUMMARY: In compliance with...Collection: Title: Generic Clearance for Satisfaction Surveys of Customer and Other Partners...Center personnel: (1) To evaluate the satisfaction of various Clinical Center...

2010-11-29

151

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

Federal Register 2010, 2011, 2012, 2013

...Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571...services they want and their level of satisfaction with existing service. VA will...

2013-06-27

152

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

Federal Register 2010, 2011, 2012, 2013

...Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571...services they want and their level of satisfaction with existing service. VA will...

2010-01-21

153

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

Federal Register 2010, 2011, 2012, 2013

...Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration...services. The CS uses an Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of services and...

2010-09-10

154

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

Federal Register 2010, 2011, 2012, 2013

...Request; Customer and Other Partners Satisfaction Surveys SUMMARY: In compliance with...Title: Customer and Other Partners Satisfaction Surveys. Type of Information Collection...Center personnel: (1) To evaluate the satisfaction of various Clinical Center...

2010-09-21

155

Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction  

Microsoft Academic Search

Although it has been widely accepted that internal customer service quality leads to internal customer satisfaction and in turn external customer satisfaction, relatively little research has focused on the dimensions of internal customer service quality and their differing impacts on internal customer satisfaction. This empirical study identifies six key internal service quality dimensions as perceived by the purchasing department's internal

Minjoon Jun; Shaohan Cai

2010-01-01

156

Towards real-time measurement of customer satisfaction using automatically generated call transcripts  

Microsoft Academic Search

Customer satisfaction is a very important indicator of how successful a contact center is at providing services to the customers. Contact centers typically conduct a manual survey with a randomly selected group of customers to measure customer satisfaction. Manual customer satisfaction surveys, however, provide limited values due to high cost and the time lapse between the service and the survey.

Stephen C. Gates

2009-01-01

157

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

Microsoft Academic Search

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

Jennifer Rowley

2005-01-01

158

Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty  

Microsoft Academic Search

Purpose – The purpose of this paper is to empirically compare the impact of firm reputation on consumers' evaluation of e-tailers' market response outcomes (satisfaction, trust, and loyalty) in two cultures, the USA (individualism, low uncertainty avoidance, low context, and high-trust society) and South Korea (collectivism, high uncertainty, high context, and low-trust society). Design\\/methodology\\/approach – Two sets of data were

Byoungho Jin; Jin Yong Park; Jiyoung Kim

2008-01-01

159

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

Microsoft Academic Search

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

Eduard Cristobal; Carlos Flavián; Miguel Guinalíu

2007-01-01

160

Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model  

Microsoft Academic Search

The proliferation of eCRM and its alarming failure rate call for a better understanding of the relationship between eCRM and its immediate objective: customer satisfaction. In this paper, we develop, operationalize and empirically test a temporal model explaining the relationship between three categories of eCRM (i.e., pre-purchase, at-purchase and post-purchase eCRM) and online customer satisfaction at two phases of the

Mohamed Khalifa; Ning Shen

2005-01-01

161

Determinants of Relationship Quality and Loyalty in Personalized Services  

Microsoft Academic Search

The study adopts a relationship perspective to examine and better understand customers' interactions with service firms' contact personnel, physical environment and customer environment and their influence on the relationship quality, that is trust and satisfaction, and consequently loyalty. The conceptual model, which integrates relational and evaluative perspectives, is validated in the Asian context of personalized service through findings from a

Prem N. Shamdasani; Audrey A. Balakrishnan

2000-01-01

162

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

ERIC Educational Resources Information Center

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

Chae, Ho-Chang

2009-01-01

163

Corporate social responsibility and bank customer satisfaction : A research agenda  

Microsoft Academic Search

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

Lynette M. McDonald; Sharyn Rundle-Thiele

2008-01-01

164

The Relationship between Earned Value Management Metrics and Customer Satisfaction  

ERIC Educational Resources Information Center

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

Plumer, David R.

2010-01-01

165

ASP system utilization: customer satisfaction and user performance  

Microsoft Academic Search

Purpose – This paper seeks to understand effects of ASP utilization on organization performance measured in terms of satisfaction and educational effectiveness on the part of the customer firm. Design\\/methodology\\/approach – This study follows the positivist approach. After a research framework was developed and hypotheses defined, based on a thorough ASP literature review, data were collected from small firms which

Sang M. Lee; Hong-hee Lee; Jinhan Kim; Sang-gun Lee

2007-01-01

166

Customer satisfaction in a retail setting : The contribution of emotion  

Microsoft Academic Search

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

David J. Burns; Lewis Neisner

2006-01-01

167

The impact of service provider emotional intelligence on customer satisfaction  

Microsoft Academic Search

Purpose – This study seeks to examine whether higher emotional intelligence displayed by service providers leads to greater customer satisfaction. Design\\/methodology\\/approach – A community sample of 150 participants viewed video clips depicting a service provider displaying three different levels of emotional intelligence in high or low service difficulty transactions. Findings – Higher emotional intelligence displayed by the service provider led

Sally Kernbach; Nicola S. Schutte

2005-01-01

168

The almost customer: a missed opportunity to enhance corporate success  

Microsoft Academic Search

Little attention has been paid to prospective customers who defect before buying. This paper examines the almost customer phenomenon. It reviews literature on service quality, customer satisfaction, retention, relationships, loyalty and defection. It also categorizes the causes of almost customer experiences into a series of themes. The almost customer phenomenon and its effects are presented in the context of implications

James G. Barnes; Brian R. King; Gordon A. Breen

2004-01-01

169

Quality and customer satisfaction: A case study in Brazil  

NASA Astrophysics Data System (ADS)

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

Barcellos, Paulo Fernando Pinto

170

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

Federal Register 2010, 2011, 2012, 2013

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

2012-01-25

171

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

Federal Register 2010, 2011, 2012, 2013

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

2011-11-15

172

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

Federal Register 2010, 2011, 2012, 2013

...Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment Request AGENCY: Veterans Health...of information technology. Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB...

2010-03-01

173

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

Federal Register 2010, 2011, 2012, 2013

...Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB Review AGENCY: Veterans Health...SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB...

2010-05-07

174

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

Microsoft Academic Search

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

Alexander Klee

1997-01-01

175

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

Microsoft Academic Search

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

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

2009-01-01

176

78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey  

Federal Register 2010, 2011, 2012, 2013

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

2013-09-12

177

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

Microsoft Academic Search

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

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

2004-01-01

178

Life is not a shopping cart: three keys to building brands and improving customer loyalty  

Microsoft Academic Search

Purpose – With the average consumer receiving six million marketing messages each year, it is increasingly difficult for marketers to achieve their desired impact. The purpose of this article is to provide ideas on sustaining brand loyalty in a crowded marketplace. Design\\/methodology\\/approach – The paper cites a recent study to explain the reason for a disconnect between consumers and marketers,

Bryan Pearson

2006-01-01

179

Customer Satisfaction Assessment at the Pacific Northwest National Laboratory  

SciTech Connect

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

Anderson, Dale N.; Sours, Mardell L.

2000-03-20

180

Customer satisfaction assessment at the Pacific Northwest National Laboratory  

SciTech Connect

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

DN Anderson; ML Sours

2000-03-23

181

Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey  

SciTech Connect

The Energy Efficiency and Renewable Energy Network (EREN) Customer Satisfaction Survey was developed and executed in support of EREN`s continuous quality improvement (CQI) plan. The study was designed to provide information about the demographic make up of EREN users, the value or benefits they derive from EREN, the kinds and quality of services they want, their levels of satisfaction with existing services, their preferences in both the sources of service and the means of delivery, and to provide benchmark data for the establishment of continuous quality improvement measures. The survey was performed by soliciting voluntary participation from members of the EREN Users Group. It was executed in two phases; the first being conducted by phone using a randomly selected group; and the second being conducted electronically and which was open to all of the remaining members of the Users Group. The survey results are described.

Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [Dept. of Energy, Oak Ridge, TN (United States). Office of Scientific and Technical Information

1996-04-22

182

Gender effects on customer satisfaction in banking industry a case of commercial banks in Bindura, Zimbabwe  

Microsoft Academic Search

The establishment of excellent customer satisfaction is paramount to the success of any business in today’s global village. This study aimed to establish gender effects on customer service expectations in commercial banks customers in Bindura. A sample size of 200 commercial banks customers was used. Results showed that female customers gave higher rating on staff and organization that was courteous

Musekiwa Albert; Kosmas Njanike; Paul Mukucha

2011-01-01

183

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

Microsoft Academic Search

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

Jayachandra Bairi; B. Murali Manohar

2011-01-01

184

The Effect of E-SERVQUAL on e-Loyalty for Apparel Online Shopping  

Microsoft Academic Search

With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic

Eun Young Kim; Vanessa P. Jackson

2009-01-01

185

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

Microsoft Academic Search

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

Ipshita Ray; Larry Chiagouris

2009-01-01

186

Institutional loyalty and job satisfaction among nurse aides in nursing homes.  

PubMed

The high rate of turnover among nurse aides employed in nursing homes has been associated with the low job status and the poor job benefits accorded workers. However, this is not always the case. Competitive benefit packages and limited labor market opportunities increase the likelihood that nurse aides in some nursing homes may stay on the job despite their dissatisfaction with it. The present study investigated "institutional loyalty," an attitudinal proxy for job turnover, among 219 nurse aides for its relationship to a number of job-related factors. Somewhat unexpectedly, the quality of the social environment of the nursing home was found to be as important as attitudes toward job benefits in accounting for institutional loyalty. PMID:10108823

Grau, L; Chandler, B; Burton, B; Kolditz, D

1991-02-01

187

Image of All Hotel Scales on Travel Blogs: Its Impact on Customer Loyalty  

Microsoft Academic Search

Hotel image has been found to be highly correlated with customer selection of hotels. The consumer's online reviews greatly impact hotel image and, in turn, customer choice of hotels. In addition, the consumers become increasingly demanding and discriminating given the superfluous development of hotels in the past decades. It becomes unprecedentedly important to monitor and assess online customer reviews so

Jian Jane Zhang; Zhenxing Mao

2012-01-01

188

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

PubMed

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

Chang, Ching Sheng; Chang, Hae Ching

2010-08-01

189

E-STUDENT RETENTION: FACTORS AFFECTING CUSTOMER LOYALTY FOR ONLINE PROGRAM SUCCESS  

Microsoft Academic Search

The Internet revolution has had a major impact on higher education. If a public institution of higher learning has not engaged in online courses, it will if for no reason other than to meet customer demand (8). But despite this customer demand, institutions are reporting low retention rates in continuing enrollees (students who enroll for online classes for a second

Queen E. Booker

2005-01-01

190

Shoppers' satisfaction levels are not the only key to store loyalty  

Microsoft Academic Search

Purpose – To identify the factors that influence shoppers' satisfaction with their “primary” grocery store, and those that encourage them to continue patronising it despite being presented with a significant inducement to shop elsewhere. Design\\/methodology\\/approach – A structured questionnaire containing 31 variables relating to shopping behaviour and satisfaction was administered to 934 shoppers leaving a number of grocery stores in

Mario J. Miranda; László Kónya; Inka Havrila

2005-01-01

191

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

Microsoft Academic Search

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

Jochen Wirtz

2003-01-01

192

Customer satisfaction in the restaurant industry: an examination of the transaction-specific model  

Microsoft Academic Search

Purpose – To determine the factors that explain customer satisfaction in the full service restaurant industry. Design\\/methodology\\/approach – Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather data and test the model. Sampling involved a random selection of addresses from the telephone book and was supplemented by respondents

Syed Saad Andaleeb; Carolyn Conway

2006-01-01

193

Developing a decomposed customer satisfaction index: An example of the boutique motel industry  

Microsoft Academic Search

This study develops a decomposed customer satisfaction index (CSI) model to help researchers understand how to achieve a higher level of customer satisfaction. The process followed in developing the decomposed CSI model comprised three phases. To define the service quality (SQ) construct, we first utilised the Delphi method approach in which an expert panel was formed and convened to bring

Sheng-Hsun Hsu; Meng-Huan Tsai; Yu-Che Wang

2012-01-01

194

Antecedents of Customer Satisfaction on the Internet: An Empirical Study of Online Shopping  

Microsoft Academic Search

With the ever increasing popularity of electronic commerce, the evaluation of antecedents and of customer satisfaction have become very important for the cyber shopping store (CSS) and for researchers. The various models of customer satisfaction that researchers have provided so far are mostly based on the traditional business channels and thus may not be appropriate for CSSs. This research has

Chin-fu Ho; Wen-hsiung Wu

1999-01-01

195

An integrated framework based on the ECSI approach to link mould customers' satisfaction and product design  

Microsoft Academic Search

Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute

Irene Ferreira; José Cabral; Pedro Saraiva

2010-01-01

196

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

ERIC Educational Resources Information Center

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

Shaheen, Amer N.

2011-01-01

197

Investigation of customer satisfaction in student food service : An example of student cafeteria in NHH  

Microsoft Academic Search

Purpose – The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Design\\/methodology\\/approach – To construct a satisfaction model with these two antecedents and conduct a questionnaire survey among the student customers of SiB's cafeteria within NHH premises. Findings – The survey results shows that quality factors such

Xi Liang; Shuai Zhang

2009-01-01

198

The value of customer satisfaction surveys for project-based organizations: symbolic, technical, or none  

Microsoft Academic Search

In this paper a framework for assessing the role and value of collecting information related to customer satisfaction is presented. This paper aims to reduce the gap in the knowledge concerning the value and role of customer satisfaction surveys by using a theoretical background of institutional theory and a cognitive model of organizational culture. The framework is presented in the

Jaakko Kujala; Tuomas Ahola

2005-01-01

199

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

Microsoft Academic Search

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

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

200

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

Microsoft Academic Search

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

Tooraj Sadeghi; Kambiz Heidarzadeh Hanzaee

2010-01-01

201

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

PubMed

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

Choi, Dongseong; Kim, Jinwoo

2004-02-01

202

The Effect Of Service Interaction Orientation On Customer Satisfaction And Behavioral Intention: The Moderating Effect Of Dining Frequency  

Microsoft Academic Search

The purpose of this study is to examine the relationships among interaction orientation, customer satisfaction and behavioral intention, as well as the mediating role of customer satisfaction between interaction orientation and behavioral intentions. A self-administered survey was conducted with 628 convenience samples. The empirical results indicate that interaction orientation has positive influences on customer satisfaction in first-time and frequent diners,

Rong-Da Liang; Jun-Shu Zhang

2011-01-01

203

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

ERIC Educational Resources Information Center

|Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

Wright, Robert E.

2008-01-01

204

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

ERIC Educational Resources Information Center

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

Brunson, Kendrick Wayne

2010-01-01

205

Images, Satisfaction and Antecedents: Drivers of Student Loyalty? A Case Study of a Norwegian University College  

Microsoft Academic Search

Even if images and allied constructs, especial- ly identity and reputation, have received con- siderable attention in recent years, research efforts have mainly focused on those allied con- structs and not on their interplay with related constructs. This study examines two models to explore the relationships among service quality, facilities, student satisfaction, image of the uni- versity college, and image

Øyvind Helgesen; Erik Nesset

2007-01-01

206

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

PubMed

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

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

2011-11-01

207

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

NASA Astrophysics Data System (ADS)

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

Singh, Sangeeta; Olsen, Line Lervik

208

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

SciTech Connect

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

Johnson, L.E.

1991-01-01

209

Personality traits and the process of store loyalty in a transactional prone context  

Microsoft Academic Search

Purpose – This study sets out to replicate Garbarino and Johnson's paper, where the effects of trust, commitment and satisfaction towards service provider loyalty were examined. However, whereby Garbarino and Johnson tested their model in a relationship prone environment, i.e. a theatre company, this study was set in a retail context where transactional customers are more likely. Personality traits as

Liliana Bove; Betty Mitzifiris

2007-01-01

210

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

National Technical Information Service (NTIS)

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

D. M. Hodgkiss M. F. Casipit

1994-01-01

211

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

National Technical Information Service (NTIS)

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

T. H. Poister

1999-01-01

212

The impact of customer relationship management through implementation of information systems  

Microsoft Academic Search

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

Edward C. S. Ku

2010-01-01

213

How does product program innovativeness affect customer satisfaction? A comparison of goods and services  

Microsoft Academic Search

This article attempts to provide deeper insights into the link between the innovativeness of a company’s offered goods\\/services\\u000a and customer satisfaction. This study proposes an inverted U-shaped relationship between the innovativeness of the offered\\u000a goods and customer satisfaction. For the innovativeness of services, information economics and services marketing literature\\u000a indicate an inverted S-shaped relationship. Two separate studies conducted for goods

Ruth Maria Stock; Nicolas Zacharias

2011-01-01

214

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

Microsoft Academic Search

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

Jody Bailey

2012-01-01

215

Engaging the Student as a Customer: A Relationship Marketing Approach  

ERIC Educational Resources Information Center

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

Bowden, Jana Lay-Hwa.

2011-01-01

216

Loyalty: A Strategic Commitment  

Microsoft Academic Search

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

John T. Bowen; Stowe Shoemaker

1998-01-01

217

Loyalty to supermarkets  

Microsoft Academic Search

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

Robert East; Patricia Harris; Gill Willson; Wendy Lomax

1995-01-01

218

An empirical study of online shopping customer satisfaction in China: a holistic perspective  

Microsoft Academic Search

Purpose – The purpose of this study is to identify factors that may influence Chinese customers' online shopping satisfaction, including those which are ignored by prior studies, from the perspective of total online shopping experience. Design\\/methodology\\/approach – In this paper, the authors propose a model of the satisfaction process in the e-commerce environment, identifying key constructs proposed by prior studies

Xia Liu; Mengqiao He; Fang Gao; Peihong Xie

2008-01-01

219

CUSTOMER SATISFACTION SURVEYS: A SIMPLIFIED METHOD TO CREATE A LEVERAGE INDEX USING QUALITATIVE DATA  

Microsoft Academic Search

When analyzing customer satisfaction data it is very often requested for the metrologist to prov ide a leverage index in order to identify which attribute of the product or service (predictor) needs to be improved to increase the satisfaction level (dependant variable ). This is usually done by the means of a questionnair e with many items each covering an

Jean-Claude Krynicki

220

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

Microsoft Academic Search

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

Ingrid Y. Lin

2009-01-01

221

B2B E-commerce Website Customer Satisfaction: A Formula and Scale  

Microsoft Academic Search

It is the trend that business to business (B2B) has been becoming the mainstream of e-commerce. With more and more concentration on this field, however, recent research has not defined what the B2B Web site user satisfaction is and how to evaluate it clearly. Also, traditional scales, such as user information satisfaction (UIS), end-user computer satisfaction (EUCS) and customer information

Jianzheng Yang; Yu Ding

2009-01-01

222

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

PubMed

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

Asoh, Derek A; Rivers, Patrick A

2007-11-01

223

Evaluating the impact of a loyalty program: A case study in automobile industry  

Microsoft Academic Search

In recent years, there has been a rise in popularity of loyalty programs in various industries including airlines, retailers, and financial institutions. Loyalty programs typically provide customers with loyalty incentives such as points redeemable for discounts or prizes. However, there has been some debate on whether loyalty programs have significant impacts on increasing customer loyalty. In this talk, we present

Kwang-Jae Kim; Hyun-Jin Kim; Ryeok-Hwan Kwon

2010-01-01

224

The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis  

Microsoft Academic Search

Although it has frequently been argued that the job satisfaction of a company’s employees is an important driver of customer\\u000a satisfaction, systematic research exploring this link is scarce. The present study investigates this relationship for salespeople\\u000a in a business-to-business context. The theoretical justification for a positive impact of salespeople’s job satisfaction on\\u000a customer satisfaction is based on the concept of

Christian Homburg; Ruth M. Stock

2004-01-01

225

A comparative study of job satisfaction and customer focus of Islamic elementary school teachers in Michigan  

Microsoft Academic Search

The purpose of this study was to investigate elementary school teachers' perceptions of customer focus as practiced in Islamic schools in Michigan. In addition, the study compared Islamic elementary school teachers' perceptions of customer focus in education and their levels of job satisfaction with teachers in public and Catholic schools. ^ A total of 107 teachers in nine Islamic schools

Muhammad Saeed Akhtar

2000-01-01

226

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

Microsoft Academic Search

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

Huiying Li; Qiang Ye; Rob Law

2012-01-01

227

Effects of online store attributes on customer satisfaction and repurchase intentions  

Microsoft Academic Search

Purpose – The purpose of this paper is to identify website characteristics that affect customer evaluations and satisfaction with online stores at two interaction points – when the order is placed and after the order has been fulfilled. Design\\/methodology\\/approach – Using data collected by bizrate.com, data collected from customers of thousands of online stores, the analysis focuses on the changes

Ruby Roy Dholakia; Miao Zhao

2010-01-01

228

Effect of Prime Vendor on Customer Satisfaction in Nellis Air Force Base Military Dining Facilities.  

National Technical Information Service (NTIS)

The purpose of this study was to analyze the effects a change in the food delivery system at Nellis Air Force Base's military dining facilities had on customer satisfaction. 952 customer comment forms from Nellis Air Force Base's military dining facilitie...

D. J. Wendling

1997-01-01

229

The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting  

Microsoft Academic Search

Adopts a holistic approach that examines the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Argues that such an approach helps uncover hitherto neglected effects on retention and, in the process, unveils more cost effective ways of retaining customers. Drawing on this framework develops several hypotheses regarding the main and interaction effects

Chatura Ranaweera; Jaideep Prabhu

2003-01-01

230

A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales  

Microsoft Academic Search

Purpose – The purpose of this research is to examine changes in, and consistency of customer and employee satisfaction for asymmetry with regard to sales changes for a large US specialty goods retailer. Design\\/methodology\\/approach – The data came from a 125 store US specialty goods retailer. Customer and employee data represent surveys administered by the firm in 2000 and 2001.

Timothy L. Keiningham; Lerzan Aksoy; Bruce Cooil; Kenneth Peterson; Terry G. Vavra

2006-01-01

231

Customer satisfaction in Indian commercial banks through total quality management approach  

Microsoft Academic Search

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

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

2010-01-01

232

Practical marketing for dentistry. 3. Relationship marketing and patient/customer satisfaction.  

PubMed

In this article, we look at the philosophy of customer focus and value, and how dental practices can produce and deliver high customer value and satisfaction, to retain as well as attract their customers-the patients. Total quality concepts will also be discussed in the context of their relationship with marketing activities. In all cases, where 'customer' is referenced, this means 'patient' in the context of a dentistry, since patients are the customers, their requirements must be considered in targeting the marketing of a dental practice. PMID:8703601

Ball, R

1996-06-22

233

CREATING CUSTOMER VALUE IN THE CONTEXT OF SERVICE BUNDLES  

Microsoft Academic Search

ABSTRACT Following Holbrook’s axiological typology of customer value service quality is supposed to contribute to the formation of customer value. Yet, to better understand the antecedents of customer satisfaction and customer,loyalty it is claimed,to make,major,refinements,of traditional and,classical consumer behaviour models. A revised preference model for complex,services is proposed and illustrated by the example,of a holiday trip. Revisions and adaptations are

Andreas H. Zins

234

The mediating role of engagement and burnout in the relationship between employees' emotion regulation strategies and customer outcomes  

Microsoft Academic Search

Service employees' emotional display plays an important role in service interactions, but little is known about the effects of employee's emotional regulation strategies on customer outcomes. This study examines a model in which emotion regulation is associated with customer satisfaction and loyalty intentions as mediated by employee burnout and engagement. Data collected from 135 employee–customer dyads following service interactions was

Dana Yagil

2011-01-01

235

The mediating role of engagement and burnout in the relationship between employees' emotion regulation strategies and customer outcomes  

Microsoft Academic Search

Service employees' emotional display plays an important role in service interactions, but little is known about the effects of employee's emotional regulation strategies on customer outcomes. This study examines a model in which emotion regulation is associated with customer satisfaction and loyalty intentions as mediated by employee burnout and engagement. Data collected from 135 employee–customer dyads following service interactions was

Dana Yagil

2012-01-01

236

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

Microsoft Academic Search

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

Yifeng Xu

2010-01-01

237

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

Microsoft Academic Search

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

Thorsten Gruber; Alexander Reppel; Isabelle Szmigin; Roediger Voss

2008-01-01

238

Do customer returns enhance product and shopping experience satisfaction?  

Microsoft Academic Search

The purpose of this study was to determine if department store customers who had recently returned a sportswear apparel product differed from customers who had returned one within the last year. The survey research method was used, with a retailer-endorsed covering letter and a four-page questionnaire mailed to the sample. The sample chosen for the study consisted of 1,118 credit

Nancy L. Cassill

1998-01-01

239

Wringing more value from advertising dollars: the customer satisfaction boost  

Microsoft Academic Search

Purpose – This paper aims to offer a new perspective on increasing advertising effectiveness, testing the idea that the link between advertising expenditures and brand equity is greater when a company's consumer satisfaction ratings exceed those of their competitors than when such ratings trail those of competitors. Design\\/methodology\\/approach – The study used published data for 27 companies and their competitors

Manoshi Samaraweera; Betsy D. Gelb

2011-01-01

240

Customer satisfaction with tour leaders' performance: A study of Taiwan's package tours  

Microsoft Academic Search

This study aims to investigate the elements that affect customer satisfaction\\/dissatisfaction through the service offered by the tour leader in on-tour service encounters. It also analyzed the role of the tour leader within a long-haul escorted group. The relationship between overall satisfaction with a travel agency and the generation of repeat business was also investigated. The primary data were collected

Jui Chi Chang

2006-01-01

241

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

Microsoft Academic Search

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

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

1999-01-01

242

The Group Size and Loyalty of Football Fans: A Two-Stage Estimation Procedure to Compare Customer Potential Across Teams  

Microsoft Academic Search

This paper presents estimation results on the size and loyalty of sport teamsÕ sup- porter groups in professional German football. Based on a novel two-stage estimation procedure, we find clear evidence for heterogeneity across teams. In a first stage, a random utility model for a representative consumer is modeled and fitted to more than 1,700 matches over the seasons 1996

Leif Brandes; Egon Franck; Philipp Theiler

2010-01-01

243

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

PubMed

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

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

2009-04-01

244

Choice, perceived control, and customer satisfaction: the psychology of online service recovery.  

PubMed

Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed. PMID:18537502

Chang, Chia-Chi

2008-06-01

245

Service expectations of older generation Y customers : An examination of apparel retail settings  

Microsoft Academic Search

Purpose – The purpose of this research is to examine the relationship of older Generation Y (Gen Y) customers' (18-27) shopping orientations to their expectations for retail services. It also seeks to assess the importance and impact of service expectations and perceptions on customer satisfaction and loyalty when shopping for apparel in different types of retail outlets. Design\\/methodology\\/approach – Three

Yoon Jin Ma; Linda S. Niehm

2006-01-01

246

Personal computer brand loyalty  

Microsoft Academic Search

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

Tyrone W. Jackson; Jeffrey M Perloff

1996-01-01

247

Customers' perceptions of online retailing service quality and their satisfaction  

Microsoft Academic Search

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

Minjoon Jun; Zhilin Yang; DaeSoo Kim

2004-01-01

248

How does the learning climate affect customer satisfaction?  

Microsoft Academic Search

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

Mei-Ling Wang

2012-01-01

249

How does the learning climate affect customer satisfaction?  

Microsoft Academic Search

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

Mei-Ling Wang

2011-01-01

250

The relationship between strategic purchasing and customer satisfaction within a total quality management environment  

Microsoft Academic Search

Notes that despite a considerable amount of literature on the impact of strategic purchasing and TQM on organizational performance, empirical evidence of the dynamic link is not easy to find. Examination of current literature identifies confusing definitions of strategic purchasing and TQM processes and the relationship to customer satisfaction. Analysis of a large random sample of manufacturing companies in Australia

Terry Brookshaw; Mile Terziovski

1997-01-01

251

Hoffmann-La Roche Ltd. Drug Information & Safety Department Survey of Customer Needs and Satisfaction  

Microsoft Academic Search

The purpose of this survey was to evaluate customer satisfaction with the services provided by the Hoffmann-La Roche Ltd. (Roche) Drug Information and Safety Department, and to identify the department's strengths and areas for improvement. Bilingual surveys (English or French) were sent to 100 hospital pharmacists, 100 community pharmacists, 100 physicians, and 30 drug information centers randomly selected from a

Patricia Rawn

1999-01-01

252

The effects of normative social belief systems and customer satisfaction on rural savings programs in Ghana  

Microsoft Academic Search

This study examines the effects of normative social beliefs, customer satisfaction with service quality and demographic variables on the long-term savings behavior of rural households some 15 years after the 1981 large-scale promotion of the rural bank program in Ghana. The results show that considerations of these influences beyond income alone provide stronger predictive power, over and above that of

Kofi Q. Dadzie; Evelyn Winston; Kofi Afriyie

2003-01-01

253

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

Microsoft Academic Search

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

Pingjun Jiang; Bert Rosenbloom

2005-01-01

254

Using aggregate Customer Satisfaction Index: Challenges and problems of comparison with special reference to Russia  

Microsoft Academic Search

Starting from 1999, regular Customer Satisfaction Index (CSI) studies were launched in (Northwest) Russia for a number of industries based on consumer evaluation of individual brand names and companies. The first surveys disclosed some problems with the interpretation of CSI comparisons. These relate both to comparisons between industries and with results from other countries. In particular, it is observed that

Vassily Dermanov; Jan Eklöf

2001-01-01

255

Assessing Customer Satisfaction with a Master of Business Administration Program: Implications for Resource Allocation  

Microsoft Academic Search

Many universities are faced with demands to upgrade MBA programs at the same time that available resources to do so are declining. The authors argue that information provided through assessments of customer (i.e., student) satisfaction with current program features should play an important role in resource allocation decisions. An exploratory study of primarily non-traditional MBA students was conducted to investigate

Gregory S. Martin; Jeffrey K. Bray

1997-01-01

256

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

ERIC Educational Resources Information Center

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

Department of Defense Education Activity, 2009

2009-01-01

257

The job satisfaction and performance of contingent and regular customer service representatives : A human capital perspective  

Microsoft Academic Search

Although research on customer service representatives (CSRs) in call centers has increased in recent years, little attention has been paid to the growing use of contingent (temporary) CSRs in this setting. This study investigated the role that human capital plays in explaining the job satisfaction and performance of contingent and regular CSRs. Consistent with our expectations, contingent CSRs had less

Dan Moshavi; James R. Terborg

2002-01-01

258

Retail web site interactivity : How does it influence customer satisfaction and behavioral intentions?  

Microsoft Academic Search

Purpose – Since web sites are collection of several features, this paper examines web site interactivity – objective and subjective – at the feature level in terms of three underlying dimensions. The purpose of this paper is to understand the distinction between objective and subjective interactivity and to investigate their effects on customer satisfaction, behavioral intention, and telepresence. Design\\/methodology\\/approach –

Ruby Roy Dholakia; Miao Zhao

2009-01-01

259

Assessing the Relationship among Service Quality, Customer Satisfaction and Behavioral Intentions in Online Shopping Environments  

Microsoft Academic Search

This paper seeks to investigate the nature of the service quality construct in online shipping environments and its relationship with customer satisfaction and behavioral intentions. After a factor analysis used a sample from college student respondents, we assessed the relationship among all variables with correlation analysis and regression analysis. And then we introduced a test of the mediating effects of

Jing He; Yun Bai

2011-01-01

260

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

ERIC Educational Resources Information Center

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

Department of Defense Education Activity, 2011

2011-01-01

261

Relationships among customer orientation, service orientation and job satisfaction in financial services  

Microsoft Academic Search

Purpose – The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division. Design\\/methodology\\/approach – After the literature review,

Irene Gil Saura; Gloria Berenguer Contrí; Amparo Cervera Taulet; Beatriz Moliner Velázquez

2005-01-01

262

Service quality, customer satisfaction, and behavioral intentions in the service factory  

Microsoft Academic Search

Purpose – This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI). Design\\/methodology\\/approach – An exploratory factor analysis used a

Festus Olorunniwo; Maxwell K. Hsu; Godwin J. Udo

2006-01-01

263

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

Microsoft Academic Search

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

Thomas Y Choi; Karen Eboch

1998-01-01

264

A New Coffee Shop Location Planning for Customer Satisfaction in Taiwan  

Microsoft Academic Search

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

Wen-Hwa Ko; Chihwei P. Chiu

2006-01-01

265

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

Microsoft Academic Search

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

Hong Qin; Victor R. Prybutok

2009-01-01

266

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

Microsoft Academic Search

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

Thorsten Hennig-Thurau

2004-01-01

267

An examination of the antecedents of e-customer loyalty in a confucian culture: The case of South Korea  

Microsoft Academic Search

As the Internet is posing revolutionary changes to customer service and the way customers interact and purchase from businesses, loyal e-customers are crucial for the long-term survival and profitability of a business. Driven by high connectivity, reach and richness of information in today's global business environment, the task of retaining and creating loyal e-customers calls for an appreciation of cultural

Teck-Yong Eng; Eun Jin Kim

2006-01-01

268

Gap Analysis in Customer Loyalty: A Research in 5Star Hotels in the Antalya Region of Turkey  

Microsoft Academic Search

Today everybody knows that in balance of establishment–customer relation, customers had gained big advantage. In order to\\u000a continue long-term relationships with customers understanding them, meeting their expectations, being different from rivals\\u000a are important. This situation is especially vital in similiar goods and services offering establishments. For gaining advantage\\u000a and being unique, offering suitable goods and services, meeting even over meeting

A. Akin Aksu

2006-01-01

269

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

Microsoft Academic Search

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

Ruth N. Bolton

1998-01-01

270

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

PubMed

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

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

2009-08-01

271

The effects of advertising spending on brand loyalty in services  

Microsoft Academic Search

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

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

2011-01-01

272

The principal’s and agents’ contribution to customer loyalty within an integrated service distribution channel : An external perspective  

Microsoft Academic Search

A large number of service corporations are configured with headquarters that determine the major principles of operation (services, pricing, marketing and advertising) and regional salesforces that are responsible for acquiring new customers and catering to the needs of existing customers. This separation of work within the corporation opens up a principal-agency approach to the service production and delivery. Develops a

Tor Wallin Andreassen; Even Lanseng

1997-01-01

273

Southwest Airlines: lessons in loyalty.  

PubMed

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

D'Aurizio, Patricia

274

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

PubMed

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

Tea, Christine; Ellison, Michael; Feghali, Fadia

275

DoDEA 2010-11 Customer Satisfaction Survey. Executive Summary  

ERIC Educational Resources Information Center

Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA Customer Satisfaction Survey (CSS) to all parents with children attending DoDEA schools and all 4th-12th grade students enrolled in a DoDEA school. Parents were asked to complete one survey for each school in which they had a child enrolled. The purpose of…

Department of Defense Education Activity, 2011

2011-01-01

276

The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective  

Microsoft Academic Search

Service failure recoveries play an important role in the service process. Previous research on service recovery has focused on the development of classification schemes, such as service failure types (e.g. outcome- or process-related failure), service recovery attributes (e.g. psychological or tangible recovery), and failure magnitude. Few studies in the literature have developed a theory-driven model of customer satisfaction that considers

Shih-Chieh Chuang; Yin-Hui Cheng; Chai-Jung Chang; Shun-Wen Yang

2012-01-01

277

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

Microsoft Academic Search

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

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

1997-01-01

278

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

PubMed

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

Gardner, Carrie Lee; Pearce, Patricia F

2013-03-01

279

Nova Southeastern University's Employees Respond to a 1999 Office of Human Resources Customer Satisfaction Survey. Research and Planning Report.  

ERIC Educational Resources Information Center

In 1999 the Office of Human Resources at Nova Southeastern University (Florida) prepared a survey, based on a previous study, to gather information about employee satisfaction with the University's services. This report summarizes the results of this customer satisfaction survey. Surveys were returned by 466 of the 1,941 potential respondents, a…

MacFarland, Thomas W.

280

The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases  

Microsoft Academic Search

Purpose - This paper aims to link conceptually the concepts of price fairness and customer satisfaction and empirically demonstrate the influence of perceived price fairness on satisfaction judgments. Further, it seeks to examine specific factors that influence fairness perceptions including price perception and consumer vulnerability. Design\\/methodology\\/approach - The study is conducted in the context of automobile purchases in major German

Andreas Herrmann; Lan Xia; Kent B. Monroe; L. Xia

2010-01-01

281

The destination competitiveness of Kinmen's tourism industry: exploring the interrelationships between tourist perceptions, service performance, customer satisfaction and sustainable tourism  

Microsoft Academic Search

Based upon an empirical investigation, the study draws upon the responses of 1623 tourists in Kinmen to explore the notion of destination competitiveness and how it is related to customer satisfaction with tourists’ perceptions, service performance and destination competitiveness. It also considers the question of destination competitiveness and sustainable tourism development. Variables such as tourists’ pre-visit perceptions, post-visit satisfaction toward

Chien-Min Chen; Sheu Hua Chen; Hong Tau Lee

2011-01-01

282

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

Microsoft Academic Search

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

Ja-Shen Chen; Russell K. H. Ching

283

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

Microsoft Academic Search

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

Mohammed Al-Hawari; Tony Ward

2006-01-01

284

La qualità e la customer satisfaction di un servizio aeroportuale: una metodologia da affiancare a quella tradizionale  

Microsoft Academic Search

Airport service quality and customer satisfaction: a methodology that supports the traditional one (by Valerio Gatta). Objectives In this paper we consider the problem of service quality measurement. In marketing literature the study of service quality has focused on customer evaluation. Often, the global service quality index is simply computed as the average of the clients’ responses on the overall

Valerio Gatta

2007-01-01

285

Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan  

Microsoft Academic Search

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berry's SERVQUAL ten dimensions

Hsing-Yun Chang; Chien-Ting Chen

286

Do relationship benefits and maintenance drive commitment and loyalty?  

Microsoft Academic Search

Purpose – This paper seeks to examine the central role that commitment plays in driving customer loyalty and to identify the effect that confidence, social and special treatment benefits as well as relationship investment, communication and management have on the development of commitment, and ultimately customer loyalty. Design\\/methodology\\/approach – The paper reports the results of a national mail survey of

Tracey S. Dagger; Meredith E. David; Sandy Ng

2011-01-01

287

The Role and Effect of Job Satisfaction and Empowerment On Customers’ Perception of Service Quality: a Study in the Restaurant Industry  

Microsoft Academic Search

Empowerment, job satisfaction, and customer’s perception of service quality have been extensively researched in a multitude of industries. Although the service quality literature points out the importance of managing service quality from both customers’ and employees’ views, only a few studies have jointly considered an employee—customer research design. This study examined the answers from 474 restaurant contact employees and their

Gabriel Gazzoli; Murat Hancer; Yumi Park

2010-01-01

288

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

Microsoft Academic Search

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

Panchapakesan Padma; Chandrasekharan Rajendran; Prakash Sai Lokachari

2010-01-01

289

Investigation on the influence of the brand image of higher educational institutions on satisfaction and customer lifetime value  

Microsoft Academic Search

This study aimed to discuss the relationships among the brand image of universities (external variables), university satisfaction (mediating variables) and customer lifetime value (internal variables). The findings can serve as a reference for higher educational institutions in strengthening their advantages and overcoming their shortcomings, as well as for administrative decision-making. A questionnaire survey was conducted on university students in Taiwan,

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

2012-01-01

290

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

Microsoft Academic Search

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

Mohinder Chand

2010-01-01

291

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

ERIC Educational Resources Information Center

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

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

2012-01-01

292

School Choice, Brand Loyalty and Civic Loyalty  

ERIC Educational Resources Information Center

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

Healy, Mary

2007-01-01

293

Design and e-loyalty across cultures in electronic commerce  

Microsoft Academic Search

The increasing incidence of Internet shopping necessitates a better understanding of how e-loyalty is built in online transaction environments between businesses and consumers. In the current investigation website design and culture are important elements related to how website trust, website satisfaction, and e-loyalty evolve in online business relationships. A review of the literature is presented, including hypotheses for testing. Based

Dianne Cyr; Carole Bonanni; Joe ilsever

2004-01-01

294

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

Microsoft Academic Search

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

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

2009-01-01

295

The Effects of Emotional Dissonance and Employee's Empowerment on Service Quality and Customer Satisfaction Perception: Customer Level Analysis  

Microsoft Academic Search

The performance of customer contact employees is essential in ensuring the success or failure of the service exchange. Employees' personal conduct and attitude play an important role in affecting customer's awareness of the quality of service delivered. This study contributes to the current body of work in the service marketing area by investigating four major constructs; Empowerment, Emotional Dissonance, Service

YUHANIS A. B. AZIZ

2008-01-01

296

Estimating customer lifetime value based on RFM analysis of customer purchase behavior: Case study  

Microsoft Academic Search

Since the increased importance is placed on customer equity in today’s business environment, many firms are focusing on the notion of customer loyalty and profitability to increasing market share. Building successful customer relationship management (CRM), a firm starts from identifying customers’ true value and loyalty since customer value can provide basic information to deploy more targeted and personalized marketing. In

Mahboubeh Khajvand; Kiyana Zolfaghar; Sarah Ashoori; Somayeh Alizadeh

2011-01-01

297

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

PubMed

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

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

298

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

Microsoft Academic Search

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

Jyh-Shen Chiou; Lee-Yun Pan

2009-01-01

299

The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context  

Microsoft Academic Search

Business-to-consumer electronic commerce deals with both Web-based information systems and marketing activities. Based on the information systems and marketing literature, this study proposes a research model for understanding the influences of website quality dimensions (system quality, information quality, and service quality) on customer satisfaction. Two system quality variables (website design and interactivity), two information quality variables (informativeness and security), and

Hsiu-Fen Lin

2007-01-01

300

??????????????????? ???????-???????? A Study on the Relationship among Internal Marketing, Job Satisfaction, Organizational Commitment, and Customer Orientation A Case of Theme Park in Taiwan  

Microsoft Academic Search

The study focuses on the internal marketing of theme park in Taiwan. The purpose is to explore the essences of int ernal marketing and its influence on job satisfaction, organizational commitment and customer

Shen-Ching Cheng; Yen-Rung Chang

301

Employee Orientation and Job Satisfaction among Professional Employees in Hospitals.  

ERIC Educational Resources Information Center

|This study examines the relationship between job satisfaction and employee orientations of professionals in small rural hospitals. Organizational loyalty, peer loyalty and professional identification were used as predictors. Organizational loyalty was found to be the predominant orientation predicting job satisfaction. Replication in other…

Jauch, Lawrence R.; Sekaran, Uma

1978-01-01

302

Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price  

Microsoft Academic Search

This study examined the relationships between three determinants of quality dimensions (predictors: food, service, and physical environment), price (moderator), and satisfaction and behavioral intention (criterion) in quick-casual restaurants. Despite the importance of foodservice quality, academics and managers know relatively little about how the combined effects of quality (food, service, and physical environment) elicit customer satisfaction which, in turn, affects behavioral

Kisang Ryu; Heesup Han

2010-01-01

303

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

Microsoft Academic Search

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

Charilaos Kouthouris; Konstantinos Alexandris

2005-01-01

304

The causal chain of loyalty  

Microsoft Academic Search

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

Manel KHADRAOUI; Jamel-Eddine GHARBI; Michel Plaisent

305

Understanding Wellness Center Loyalty Through Lifestyle Analysis  

Microsoft Academic Search

Many changes taking place at a macro-level in Indian society along with the popularity of services that are native to India, such as Yoga and Ayurveda, have generated significant interest in wellness services. To assist wellness centers in gaining loyal clients, the goal of this study was to understand the influence of customer lifestyle factors on wellness center loyalty. The

Satya Suresh; Swathi Ravichandran; Ganesan P

2011-01-01

306

LBS in marketing and tourism management: measuring destination loyalty with mobile positioning data  

Microsoft Academic Search

The aim of this article is to elaborate a mobile positioning-based methodology to measure the ‘destination loyalty’ of foreign tourists to a place. Loyal customers are highly appreciated in marketing, since they are of greater benefit than ‘on–off’ customers; they need different marketing strategies than those required to attract new visitors. Theoretical approaches to the destination loyalty of tourists suggest

Margus Tiru; Andres Kuusik; Mari-Liis Lamp; Rein Ahas

2010-01-01

307

Loyalty as a philosophy and strategy: an interview with Frederick F. Reichheld  

Microsoft Academic Search

Loyalty in the workplace has become a radically misunderstood concept. In this interview, Frederick Reichheld argues that loyalty drives financial success - especially, in today’s volatile economy. As companies face the harsh realities of an economic downturn, holding onto their customers must be a priority for growth. Reichheld believes companies must focus on building a loyal customer base by forming

William Finnie; Robert M. Randall

2002-01-01

308

Implementation of Data Mining Engine on CRM-improve customer satisfaction  

Microsoft Academic Search

Analysis on customer relationship is reaching more practical and motivating success factor for the growth of every company, in the same way, discovery of unseen information is also supporting for the successful expansion in an organization. A customer and a company are essential to each other and their good relationship and understanding will take the company on the top as

A. S. Al-Mudimigh; F. Saleem; Z. Ullah; F. N. Al-Aboud

2009-01-01

309

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

PubMed

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

Rocco, Gaetano; Brunelli, Alessandro

2012-09-04

310

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

ERIC Educational Resources Information Center

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

Shaw, Charla L. Markham

311

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

ERIC Educational Resources Information Center

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

Shaw, Charla L. Markham

312

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

Microsoft Academic Search

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

Kaur Kiran

2010-01-01

313

2030: a loyalty odyssey  

Microsoft Academic Search

Purpose – The purpose of this paper is to peer into the future of loyalty marketing and to offer marketers clear steps on how to shift focus and adapt to the coming consumer trends. Design\\/methodology\\/approach – COLLOQUY delved into its years of loyalty marketing research and experience to pull out three top trends believed to take hold by 2030. COLLOQUY's

Kelly Hlavinka

2011-01-01

314

Sources of Customer Satisfaction and Dissatisfaction with Information Technology Help Desks  

Microsoft Academic Search

As the use, development, and control of information systems diffuses through organizations and society, the importance of the information technology help desk in effective management and use of information resources increases. This study examines service encounters with help desks to understand the events and behaviors that cause customers to distinguish very satisfactory from very dissatisfactory service. While considerable research has

Robert Heckman; Audrey Guskey

1998-01-01

315

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

ERIC Educational Resources Information Center

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

Picazo-Vela, Sergio

2010-01-01

316

Customer Satisfaction Findings from the Advanced Technology Program's Survey of ATP Applicants 2002.  

National Technical Information Service (NTIS)

During the first part of 2004, the Advanced Technology Program (ATP) and Westat, a survey research firm under contract to ATP, conducted a survey of all applicants to the 2002 ATP competition. Seventeen of the survey questions addressed issues of customer...

A. Wang J. Kerwin S. Campbell

2005-01-01

317

The Effects of Sense of Presence, Sense of Belonging, and Cognitive Absorption on Satisfaction and User Loyalty toward an Immersive 3D Virtual World  

Microsoft Academic Search

\\u000a Avatar-based 3D virtual worlds such as Second Life have drawn increasing attention from users and researchers in the past\\u000a few years as an emerging online environment for social, entertainment, and virtual business. However, there are very limited\\u000a empirical studies that have examined the influence of social-technonlogical constructs (i.e., sense of presence, sense of\\u000a belonging, and cognitive absorption) on users’ satisfaction

Dan J. Kim; Dongsong Zhang

318

Vacations or groceries?: purchase modeling and loyalty programs  

Microsoft Academic Search

Experience design studio texture|media undertakes a focused qualitative research project to inform the design of a pilot customer loyalty program for financial services company Wells Fargo.Using card-sorting (cognitive mapping) and an informal one-on-one interview protocol, 15 ì participatory interviewsî provided surprising insight into how people approach purchasing. For example, contrary to how current loyalty programs focus on luxuries, participants also

Daniel Makoski

2003-01-01

319

Retail relationships and store loyalty: A multi-level perspective  

Microsoft Academic Search

An important factor in retail store loyalty is interpersonal relationships between retail salespeople and customers. However, relationships can also exist at the person-to-store level. This paper examines the linkages between trust in a salesperson, trust in the store, and repeat purchase intention. A model of store loyalty which includes relationships at both the person-to-store as well as person-to-person level is

Gerrard Macintosh; Lawrence S. Lockshin

1997-01-01

320

Employee retention: a customer service approach.  

PubMed

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

Gerson, Richard F

321

Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market  

Microsoft Academic Search

This study explores the influence of an all-inclusive pricing system on Total Quality Management and Business Excellence in the Turkish tourism market, from both employee and customer satisfaction perspectives, within the framework of the Business Excellence (Kanji, 1998) and SERVQUAL (Parasuraman et al., 1988) models. Based on key informant interviews with tour operators and hotel managers, as well as surveys

Erdogan Koc

2006-01-01

322

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

Microsoft Academic Search

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

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

2009-01-01

323

Effect of Nutrition Facts Panel and Ingredient Declaration on Customer Satisfaction and Nutrition Perceptions in a Table-Service Restaurant at Midday Meal  

Microsoft Academic Search

The growing awareness for benefits of a healthy diet led recent legislation in some parts of the United States to require nutrition labeling at point of purchase. Whether or not mandated availability of nutrition information is effective, and how it affects customer satisfaction, are yet to be determined. In this study, availability of nutritional information in a small restaurant was

Sherri Nordstrom Stastny; Alexa Evenson; Arupendra Mozumdar

2011-01-01

324

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

Microsoft Academic Search

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

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

2007-01-01

325

Predictors of Relationship Quality and Loyalty in the Chain Restaurant Industry  

Microsoft Academic Search

The focus of this research was the chain restaurant industry, and its purpose was to (1) determine which factors influence relationship quality and customer loyalty formation and (2) examine the connections between relationship quality and loyalty. Based on the literature review, five dimensions influence restaurant patrons’ behavior: food quality, service quality, price, location, and environment. Theoretical relationships between attributes influencing

Sunghyup Sean Hyun

2010-01-01

326

Effects of Deceptive Advertising on Consumer Loyalty in Telecommunication Industry of Pakistan  

Microsoft Academic Search

This study is an attempt to interrogate the effects of deceptive advertising on consumer loyalty in telecommunication industry of Pakistan. Four variables, Call Charges (CC), Network Coverage (NC), Network Quality (NQ) and Customer Service (CS) were used to measure deception in Telecom Ads and then its effect on consumer loyalty while the consumer preference is used as the proxy of

Syed Akif Hasan; Muhammad Imtiaz Subhani

2011-01-01

327

A Typology Framework of Loyalty Reward Programs  

NASA Astrophysics Data System (ADS)

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

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

328

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

Microsoft Academic Search

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

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

2012-01-01

329

The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres  

Microsoft Academic Search

An inter-disciplinary approach is adopted to provide a deeper understanding of the human resource-service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer-contact employees. Hypotheses are constructed by reviewing literature in the areas of human resource management and services marketing. A study comprising 342 employees was conducted in four telephone call

Neeru Malhotra; Avinandan Mukherjee

2004-01-01

330

The Mediating Role of Tourist Satisfaction: A Study of Muslim Tourists in Malaysia  

Microsoft Academic Search

This study attempts to empirically test the mediating effect of overall tourist satisfaction between travel motivations (push and pull) and destination loyalty. The tourism motivations were found significantly and positively related to tourist satisfaction. The results also supported that the tourist satisfaction positively associated with destination loyalty. The results indentified that the most important push motivations for Muslim tourists include

Mohamed M. Battour; Moustafa M. Battor; Mohd Ismail

2012-01-01

331

Using employee satisfaction measurement to improve people management: An adaptation of Kano's quality types  

Microsoft Academic Search

A model and an associated measurement instrument of employees' perceptions of job dimensions, satisfaction, commitment and loyalty has been developed and applied in several Danish organizations. The model is a structural equation model with unobservable latent variables that link employee satisfaction to its determinants and, in turn, to its consequences, namely employee commitment and loyalty. The determinants of employee satisfaction,

Martensen Anne; Lars Grønholdt

2001-01-01

332

Store and store format loyalty measures based on budget allocation  

Microsoft Academic Search

In highly competitive environments, such as retail markets, characterized by a growing heterogeneity of demand and the proliferation of new retail formats, cross-shopping behavior between stores and formats is becoming increasingly common. This process makes customer loyalty a key strategic challenge for retailers that want to consolidate their position within the market. To contribute to the analysis and comprehension of

César Augusto Bustos-Reyes; Óscar González-Benito

2008-01-01

333

Ecotourists' loyalty: will they tell about the destination or will they return?  

Microsoft Academic Search

The objective of this study is to investigate the impact of price, value, satisfaction, quality, and performance on the ecotourists' loyalty towards the destination. By using an attitudinal approach, loyalty is conceptualised by analysing the post-purchase decision-making of the ecotourists (intent to return or recommend). The analysis is based on 454 on-site surveys collected from ecotourists visiting the Galapagos Islands

Manuel Antonio Rivera; Robertico Croes

2010-01-01

334

Consumers' value perception of an e-store and its impact on e-store loyalty intention  

Microsoft Academic Search

As an important shopping channel, online retailing has increased consumer choices and added shopping efficiency. As more retailers go online, competition in online retailing has intensified. Retaining customers and cultivating loyalty becomes increasingly important for online retailers due to the low consumer switching cost and high competition. ^ The purpose of this research is to identify the e-store loyalty drivers

Zhan Chen

2003-01-01

335

Alumni Loyalty: A Survey Investigation.  

ERIC Educational Resources Information Center

|One of the objectives of the Strategic Planning Commission at Virginia Wesleyan College was to enhance alumni loyalty. To that end, a survey was developed to study alumni loyalty, beginning with developing a definition of a loyal alumnus/a as one who acknowledged the unique contributions of the college in his or her personal and professional…

Ridley, Dennis R.; Boone, Mary M.

336

Union Loyalty and Strike Propensity  

Microsoft Academic Search

Predictors of the propensity of union members to strike were examined by administering questionnaires to a group of 44 unionized university technologists and technicians in Canada. After union tenure was statistically controlled, union loyalty predicted strike propensity and inter-role conflict moderated this effect: Specifically, the relationship between union loyalty and strike propensity was significantly higher when inter-role conflict was low.

Julian Barling; Clive Fullagar; E. Kevin Kelloway; Leanne McElvie

1992-01-01

337

Using employee satisfaction measurement to improve people management: An adaptation of Kano's quality types  

Microsoft Academic Search

A model and an associated measurement instrument of employees' perceptions of job dimensions, satisfaction, commitment and loyalty has been developed and applied in several Danish organisations. The model is a structural equation model with unobserv- able latent variables that link employee satisfaction to its determinants and, in turn, to its consequences, namely employee commitment and loyalty. The determinants of employee

Lars Grønholdt

2001-01-01

338

The impact of technology on the quality-value-loyalty chain: A research agenda  

Microsoft Academic Search

In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis\\u000a of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further\\u000a research related to the quality-value-loyalty chain. Next, the authors develop a conceptual framework that integrates the

A. Parasuraman; Dhruv Grewal

2000-01-01

339

Has Grocery Store Loyalty Changed? An Analysis of Determinant Characteristics and Strategy  

Microsoft Academic Search

This study was designed to investigate the characteristics of those grocery store customers who tend to be store loyal versus those who are not store loyal. The study examines the relative importance of characteristics such as service, physical facilities, promotions, pricing structure, and various demographic factors that may impact store loyalty. Findings indicate that customer service and physical characteristics of

R. Stephen Parker; Charles E. Pettijohn; Elizabeth J. Rozell

2009-01-01

340

Retail service quality as a key activator of grocery store loyalty  

Microsoft Academic Search

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within

Elisa Martinelli; Bernardo Balboni

2012-01-01

341

Retail service quality as a key activator of grocery store loyalty  

Microsoft Academic Search

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within

Elisa Martinelli; Bernardo Balboni

2011-01-01

342

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

Microsoft Academic Search

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

Spiros Gounaris; Sergios Dimitriadis; Vlasis Stathakopoulos

2010-01-01

343

One-to-one modeling and simulation: a new approach in customer-relationship management for grocery retail  

NASA Astrophysics Data System (ADS)

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

Baydar, Cem M.

2002-03-01

344

Using a Fuzzy Classification Query Language for Customer Relationship Management  

Microsoft Academic Search

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

Andreas Meier; Nicolas Werro; Martin Albrecht; Miltiadis Sarakinos

2005-01-01

345

Customer Preferences for Social Value over Economic Value in Restaurants  

Microsoft Academic Search

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

Andy Lee; Carolyn U. Lambert; Rob Law

2011-01-01

346

Customers as stakeholders: putting a figure on their value  

Microsoft Academic Search

Argues the case for developing loyalty among customers, as applied to stakeholders and including investor loyalty. Uses an illustration of a man wagging his finger at a dog as a dig at present thinking, regarding the social contract between employers and employees. Describes how companies recruit more sales staff as a response to a slow down in revenue growth, drop

T Kippenberger

1996-01-01

347

Mediated Effects of Customer Orientation on Customer Relationship Management Performance  

Microsoft Academic Search

Drawing on relationship marketing and management theory, the author examines how customer orientation can stimulate employee training and customer information processing capability when firms implement customer relationship management (CRM). The researcher also investigates how employee training and customer information processing affect CRM performance in light of customer satisfaction and financial performance. Restaurant data support the proposed model, which incorporated mediated

Byeong Yong Kim

2008-01-01

348

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

Federal Register 2010, 2011, 2012, 2013

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

2010-05-26

349

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

Federal Register 2010, 2011, 2012, 2013

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

2012-07-16

350

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

Federal Register 2010, 2011, 2012, 2013

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

2011-02-14

351

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

Federal Register 2010, 2011, 2012, 2013

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

2013-01-16

352

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

Microsoft Academic Search

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

Hsi-peng Lu; Shu-ming Wang

2008-01-01

353

Understanding wellness center loyalty through lifestyle analysis.  

PubMed

Many changes taking place at a macro-level in Indian society along with the popularity of services that are native to India, such as Yoga and Ayurveda, have generated significant interest in wellness services. To assist wellness centers in gaining loyal clients, the goal of this study was to understand the influence of customer lifestyle factors on wellness center loyalty. The activities, interests, and opinions model was used to understand the lifestyles of wellness center clients. Data were collected from clients of five wellness centers. Regression results indicate that overworked individuals and those seeking a balance between work and family life would be the most loyal to wellness centers. Managerial implications of results are discussed. PMID:21347940

Suresh, Satya; Ravichandran, Swathi; P, Ganesan

2011-01-01

354

Product Variety, Consumer Preferences, and Web Technology: Can the Web of Data Reduce Price Competition and Increase Customer Satisfaction?  

NASA Astrophysics Data System (ADS)

E-Commerce on the basis of current Web technology has created fierce competition with a strong focus on price. Despite a huge variety of offerings and diversity in the individual preferences of consumers, current Web search fosters a very early reduction of the search space to just a few commodity makes and models. As soon as this reduction has taken place, search is reduced to flat price comparison. This is unfortunate for the manufacturers and vendors, because their individual value proposition for a particular customer may get lost in the course of communication over the Web, and it is unfortunate for the customer, because he/she may not get the most utility for the money based on her/his preference function. A key limitation is that consumers cannot search using a consolidated view on all alternative offers across the Web. In this talk, I will (1) analyze the technical effects of products and services search on the Web that cause this mismatch between supply and demand, (2) evaluate how the GoodRelations vocabulary and the current Web of Data movement can improve the situation, (3) give a brief hands-on demonstration, and (4) sketch business models for the various market participants.

Hepp, Martin

355

Determinants of online shoppers' satisfaction in Korea  

Microsoft Academic Search

The purpose of this article is to identify the factors that might lead to the customer satisfaction in the online shopping malls across Korea. It is hypothesized that customer's positive perception of usefulness of internet shopping, security, technical competence, customer support and the interface of shopping mall positively affects the customer satisfaction. It is also hypothesized that satisfied customer becomes

Minho Kim; Han Mo Oh; Ronald D. McNiel

2008-01-01

356

Satisfaction = Revenue.  

ERIC Educational Resources Information Center

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

Johannesen, Rhonda

1999-01-01

357

Multichannel versus pure e-tailers in Korea: evaluation of online store attributes and their impacts on e-loyalty  

Microsoft Academic Search

This study compared customers of multichannel retailers with customers of pure e-tailers in their evaluations of online store attributes and the attributes' impacts on e-loyalty. Analyses on the data of 164 (47.7%) customers of multichannel retailers and 180 (52.3%) customers of pure e-tailers in Korea largely supported our hypotheses. In evaluation of six online store attributes, communication and promotion aspects

Byoungho Jin; Jiyoung Kim

2010-01-01

358

The influence of active and passive customer behavior on switching in customer relationships  

Microsoft Academic Search

Purpose – The purpose of this study is to examine the relationship between active\\/passive customer behavior and loyalty (responses to switching triggers) in customer relationships. Design\\/methodology\\/approach – A longitudinal study (seven years) is undertaken of the roles of various triggers and active\\/passive customers in analyzing the processes that lead to customers changing their service provider in the context of the

Inger Roos; Anders Gustafsson

2011-01-01

359

CUSTOMER RELATIONSHIP MANAGEMENT: ITS DIMENSIONS AND EFFECT ON CUSTOMER OUTCOMES  

Microsoft Academic Search

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

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

360

Whistle Blowing and Rational Loyalty  

Microsoft Academic Search

Today's complex and decentralized organization gives rise to organizational needs for both loyalty and institutionalized whistle blowing. However, ethicists see a contradiction between both needs. This paper argues there is no such contradiction. It shows why earlier attempts to go beyond the dilemma are not satisfying. The solution proposed in this paper starts from an organizational perspective instead of an

Wim Vandekerckhove; M. S. Ronald Commers

2004-01-01

361

Advertising, Brand Loyalty and Pricing  

Microsoft Academic Search

I consider an oligopoly model where, prior to price competition, firms invest in persuasive advertising and induce brand loyalty in consumers who would otherwise buy the cheapest alternative on the market. This setting, in which persuasive advertising is introduced to ho- mogenous product markets, provides an alternative explanation for price dispersion phenom- ena. Despite ex-ante symmetry, the equilibrium profile of

Ioana Chioveanu

2007-01-01

362

ADVERTISING, BRAND LOYALTY AND PRICING  

Microsoft Academic Search

I construct a model in which an oligopoly first invests in persuasive advertising in order to induce brand loyalty to consumers who would otherwise buy the cheapest alternative on the market, and then competes in prices. Despite ex-ante symmetry, at equilibrium, there is one firm which chooses a lower advertising level, while the remaining ones choose the same higher advertising.

Ioana Chioveanu

2005-01-01

363

Advertising, brand loyalty and pricing  

Microsoft Academic Search

I consider an oligopoly model where, prior to price competition, firms invest in persuasive advertising and induce brand loyalty in consumers who would otherwise buy the cheapest alternative on the market. This setting, in which persuasive advertising is introduced to homogeneous product markets, provides an alternative explanation for price dispersion phenomena. Despite ex ante symmetry, the equilibrium profile of advertising

Ioana Chioveanu

2008-01-01

364

The Loyalties of American Studies  

Microsoft Academic Search

IN THE AMERICA OF GEORGE BUSH AND JOHN ASHCROFT, FOX NEWS TELEVISION and Clear Channel radio, political dissent has not been criminalized, but it has been widely stigmatized. The master trope of the Bush administration is that of loyalty: criticism and dissent, for this White House, are simply forms of disloyalty and must be punished. This trope governs the Bush

Michael Berube

2004-01-01

365

Customer service in equine veterinary medicine.  

PubMed

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

Blach, Edward L

2009-12-01

366

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

Microsoft Academic Search

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

Dieter Scharitzer; Harald C. Kollarits

2000-01-01

367

Investigating Mediators between Customer Orientation and Customer Citizenship Behaviors: A Conceptual Model  

Microsoft Academic Search

A conceptual model is developed in order to investigate how customer orientation influence customer citizenship behaviors. The concepts of customer orientation, customer satisfaction, customer commitment and customer citizenship behaviors are identified. Five hypotheses are advanced based on literature review. Finally, this research points out that the conceptual model needs empirical examination.

Yang Zhang; Qinhai Ma; Qi Sun; Guangwei Fan

2011-01-01

368

Becoming a Leader in Patient Satisfaction  

Microsoft Academic Search

In the context of the current health care payer system, quality of care standards, financial incentives and consumer choice are not well aligned, yet competition for increased admissions has become a matter of survival. Satisfaction and loyalty are two constructs that are the most meaningful measures in the context of sustaining and increas—ing admissions. Lehigh Valley Hospital and Health Network

Lynn M. Deitrick; Terry A. Capuano; Stuart S. Paxton; Glenn Stern; Jack Dunleavy; William L. Miller

2007-01-01

369

Should we delight the customer?  

Microsoft Academic Search

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

Roland T. Rust; Richard L. Oliver

2000-01-01

370

Attitudinal Loyalty - Personality trait or brand specific?  

Microsoft Academic Search

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

Rebekah Bennett; Sharyn Rundle-Thiele

2000-01-01

371

Relational Bonds and Loyalty: The Bonds that Tie  

Microsoft Academic Search

This paper explores the effect of financial, social and structural bonds on the loyalty of Arabic five star hotel guests. Three different measures of loyalty are used; attitudinal, behavioural and combined to identify how the three relational bonds affect loyalty. The results show that social and structural bonds increase all types of loyalty whereas financial bonds only increase attitudinal and

Ahmad Shammout; Michael Polonsky; Michael Edwardson

372

Perceived value for customers in information sharing services  

Microsoft Academic Search

Purpose – This paper seeks to investigate the value enterprise customers perceive in information sharing services and the consequences of that perceived value for relationship intention. Design\\/methodology\\/approach – An impact model was developed to assess the associations between the functional and relational value perceived by enterprise customers in regards to information sharing services and their relationship commitment and loyalty intention.

Yi-Ming Tai

2011-01-01

373

Customer relationship surpasses service quality as an important determinant of behavioral intentions-evidences from medical cosmetology customers in Taipei  

Microsoft Academic Search

Arguing that management principles and solutions can apply to a public service, this study focuses on service quality and customer relationship to facilitate customer loyalty in the health care industry. Five hundred copies of questionnaires were distributed by convenient sampling, of which 332 questionnaires were usable with a response rate of 66.4%. It finds that service quality is an important

Pi-Chuan Sun

2008-01-01

374

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

Microsoft Academic Search

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

Peggy E. Chaudhry

375

Customer Loyalty and Electronic Banking: A Conceptual Framework  

Microsoft Academic Search

This paper describes the final phase of a study that validates a group of generic attributes of graduates of Australian undergraduate degree programs with majors in Information Systems (IS). 105 academics from all Australian universities that offer IS undergraduate degree programs of study and 53 member of the Australian Computer Society (ACS) took part in this study. A three round

Daniel Tomiuk; Alain Pinsonneault

2001-01-01

376

Creating Emotional Reward for Customers: The Role of Employee Performance  

Microsoft Academic Search

The present study investigated the impacts of employee's service performance on customer's emotional rewards, satisfaction and repurchase intention. Although both employee's service capacity and self-confidence had increased customers' satisfactions, but neither could reach the threshold of stimulating customer's positive emotions. Frontier employee's authentic empathy was the solely factor that created emotional rewards for customer.

Xiujuan Zhang

2010-01-01

377

Disaffected Loyalties in a Changing Contractual Environment  

Microsoft Academic Search

In this paper we examine the effects of the changing employee-employer relationship on loyalty – a construct we developed\\u000a along Hirschman’s model. The impact on perceptions of loyalty during a downsizing is assessed using a design that manipulates\\u000a HRM policies toward the use of temporary employees, retraining, employee voice, seniority and community coordination. We introduce\\u000a ideological orientation as a variable

George W. Watson; Jon Shepard

2000-01-01

378

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

Microsoft Academic Search

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

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

2001-01-01

379

Creating Customer Delight.  

ERIC Educational Resources Information Center

This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…

Black, Jim

1995-01-01

380

Customization for tool design  

SciTech Connect

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

Michaelson, B.

1985-10-01

381

The persistence of excess brand loyalty over multiple years  

Microsoft Academic Search

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

Vipul Pare; John Dawes

2012-01-01

382

The Brand Loyalty of Sportswear in Hong Kong  

Microsoft Academic Search

ABSTRACT This paper reports the results of brand loyalty of 280 university students, aged from 18 to 24 years old. This study explores,brand,loyalty behavior on s portswear and examines,key brand loyalty factors: brand name, product quality, price, style, store environment, promotion, and service quality. Consumers are classified into two categories by their degree on brand loyalty: hard-core loyal consumers and

Mei-mei Lau; Man-tsun Chang; Ka-leung Moon; Wing-sun Liu

383

Beyond valence in customer dissatisfaction  

Microsoft Academic Search

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of emotions on satisfaction and subsequent customer behaviors? There are essentially two approaches: the valence-based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. Dissatisfaction

Marcel Zeelenberg; Rik Pieters

2004-01-01

384

Loyalty measurement: A critical examination and theoretical extension  

Microsoft Academic Search

Although the construct of consumer loyalty has received considerable attention in the consumer behavior literature, its recent application to recreation and tourist behavior has not sufficiently addressed several theoretical and methodological issues. Following a critique of loyalty research in the leisure literature, we discuss suggestions for improving both the behavioral and attitudinal components of loyalty measurement. Crosby and Taylor's (1983)

Mark P. Pritchard; Dennis R. Howard; Mark E. Havitz

1992-01-01

385

The Value of Destination Loyalty: Myth or Reality?  

Microsoft Academic Search

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

Robertico Croes; Amir Shani; Andrew Walls

2010-01-01

386

PSYCHOLOGICALCOMMITMENTAS A MEDIATOROF THE RELATIONSHIP BETWEEN INVOLVEMENTAND LOYALTY  

Microsoft Academic Search

This study tested the ill-understood issues of involvement and loyalty relations. Even though many studies have indicated that loyalty is a function of involvement, only minimal agreement has been reached on the extent to which the constructs of involvement would predict repeat participation. A structural model is developed that relates members' involvement and loyalty using psychological commitment as a mediator.

Joohyun Lee; Alan Graefe

387

Research on Perceived Organizational Support for the High-tech Enterprise Knowledge-worker's Loyalty Based on Structure Equation Modeling  

Microsoft Academic Search

Based on the Organizational Support Theory, this paper forms evaluation Index of loyalty model for knowledge-workers of high-tech enterprise in information and communication field through three dimensions-job satisfaction, perceived organizational support, and organizational commitment. By questionnaire conducted in an information communication company, this paper achieves data for structural equation and validates the fit index. Then it confirms the evaluation method

Wang Yan; Cheng Yanxia

2011-01-01

388

Serving the American Public: Best Practices in Resolving Customer Complaints. Federal Benchmarking Consortium Study Report.  

National Technical Information Service (NTIS)

Contents: Executive Summary; Leadership Strategies for Satisfying Customers; Information and Analysis; Planning; Human Resource Development and Management; Customer Focus, Expectations and Satisfaction; Complaint Process Management; Business Results; Rein...

1996-01-01

389

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

Federal Register 2010, 2011, 2012, 2013

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

2012-05-02

390

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

Federal Register 2010, 2011, 2012, 2013

...Activities; Proposed Collection, Comments Requested: Customer Satisfaction Assessment ACTION: 60-day notice of information collection...survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The agency form number, if any, and...

2012-06-18

391

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

Federal Register 2010, 2011, 2012, 2013

...Activities; Proposed Collection, Comments Requested; Customer Satisfaction Assessment ACTION: 30-day notice of information collection...survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The agency form number, if any, and...

2012-08-17

392

The paradox of tie strength in customer relationships for innovation: a longitudinal case study in the sports industry  

Microsoft Academic Search

Current literature argues that firms should have strong ties to customers to benefit from increased customer retention and loyalty. Strong ties, however, have also shown to prevent innovation, suggesting that firms should also develop weak ties to other customer groups. This paper focuses on the potential for strong ties to facilitate, rather than prohibit, innovation. It is based in a

Tobias Fredberg; Frank T. Piller

2011-01-01

393

Investigating the Effect of Service Quality on Customer Post-Purchasing Behaviors in the Hotel Sector: The Moderating Role of Service Convenience  

Microsoft Academic Search

This study contributes to a conceptual model indicating the effect of service quality on customer post-purchasing behaviors in the hotel sector by including both the mediating role of customer satisfaction and the moderating role of customer-perceived service convenience. The analysis confirms that customer satisfaction is positively influenced by service quality whereas behavioral intention is positively influenced by customer satisfaction. Therefore,

Nien-Te Kuo; Kuo-Chien Chang; Mu-Chen Chen; Chia-Lin Hsu

2012-01-01

394

Understanding customer experience.  

PubMed

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

Meyer, Christopher; Schwager, Andre

2007-02-01

395

Staff Satisfaction with Administration as a Measure of Consumer Satisfaction.  

ERIC Educational Resources Information Center

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

Tanguma, Jesus; Luster, Jane Nell

396

Internal Marketing, Nurse Loyalty and Relationship Marketing  

Microsoft Academic Search

Nurse loyalty and retention are critical issues facing the healthcare industry. A lack of continuity in the nursing staff compromises the quality of the care, results in significant costs, and leads to patient concerns about the viability of the healthcare facility. Conversely, a motivated and committed nursing staff creates a solid foundation for implementing initiatives for the improvement of healthcare

James Peltier; Alexander Nill; John A. Schibrowsky

2004-01-01

397

Consumer tribes: membership, consumption and building loyalty  

Microsoft Academic Search

Purpose – The purpose of this paper is to extend the emergent consumer tribe literature to facilitate a more complete understanding of the antecedents and roles implicit within consumer tribal membership. Principally a conceptual paper, this study focuses upon how a more complete understanding of consumer roles can be leveraged to create sustainable loyalty. Design\\/methodology\\/approach – This study comprised an

Cleo Mitchell; Brian C. Imrie

2011-01-01

398

What Drives Consumer Participation to Loyalty Programs?  

Microsoft Academic Search

Little is known about the way in which different loyalty program attributes underlie consumers' intentions to participate in such a program. Based upon equity theory, the current study distinguished between consumer inputs (personal data release, participation cost, purchase frequency, participation exclusivity, and participation efforts) and outputs (program benefits, number of program providers, and program duration) as underlying attributes potentially affecting

Kristof De Wulf; Gaby Odekerken-Schröder; Marie Hélène de Canniére; Claudia Van Oppen

2003-01-01

399

Consumer Learning, Brand Loyalty, and Competition  

Microsoft Academic Search

In several markets, consumers can gain further information regarding how well a product fits their preferences only by experiencing it after purchase. This could then generate loyalty for the products tried first. This paper considers a model in which consumers learn in the first period about the product they buy and then make choices in the second period about the

J. Miguel Villas-Boas

2004-01-01

400

Loyalty and Creativity in a Disciplinary Organization  

ERIC Educational Resources Information Center

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

Kirkhaug, Rudi

2009-01-01

401

A study of the impacts of website quality on customer relationship performance  

Microsoft Academic Search

One of the characteristics of online consumer behaviour is the low cost of searching for alternatives. Therefore, customer loyalty is harder to achieve in the online context than in the offline one. If a website has high information, system and service quality, customers may have greater willingness to maintain, deepen and broaden their relationship with a particular online service provider.

Chiung-Ju Liang; Hui-Ju Chen

2009-01-01

402

Customer Relationship Management (CRM) in Third Millennium in the Banking Industry  

Microsoft Academic Search

In third millennum CRM might be the hottest topic in business world. CRM is an integrated approach to managing relationships by focusing on customer retention and relationship development. Companies that successfully implement CRM will reap the rewards in customer loyalty and long run profitability. The goal of this article is to provide a high level insight of the fundamental principles

Ali Sanayei

403

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

Microsoft Academic Search

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

Samit Chakravorti

2011-01-01

404

Keeping customers loyal at Liverpool Victoria Friendly Society  

Microsoft Academic Search

Describes Liverpool Victoria’s recent attempts to improve customer loyalty. Outlines the company’s history and its traditional values and client base and shows how, in spite of very low brand awareness, the organization has retained many of its customers. With changing demographic patterns it has been necessary to update the company’s strategy and, in 1993, a marketing department was formed. It

Julie Hill

1996-01-01

405

Get inside the lives of your customers.  

PubMed

Many companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided buyers into ever-finer segments, and refined their products, services, and marketing pitches. But all too often those efforts are too narrow--they concentrate only on the points where the customer comes into contact with the company. Few businesses have bothered to look at what the author calls the customer scenario--the broad context in which customers select, buy, and use products and services. As a result, consultant Patricia Seybold maintains, they've routinely missed chances to deepen loyalty and expand sales. In this article, the author shows how effective three very different companies have been at using customer scenarios as the centerpiece of their marketing plans. Chip maker National Semiconductor looked beyond the purchasing agents that buy in bulk to find ways to make it easier for engineers to design National's components into their specifications for mobile telephones. Each time they do so, it translates into millions of dollars in orders. By developing a customer scenario that describes how people actually shop for groceries, Tesco learned the importance of decentralizing its Web shopping site and how the extra costs of decentralization could be outweighed by the higher profit margins on-line customers generate. And Buzzsaw.com used customer scenarios as the basis for its entire business. It has used the Web to create a better way for the dozens of participants in a construction project to share their drawings and manage their projects. Seybold lays out the steps managers can take to develop their own customer scenarios. By thinking broadly about the challenges your customers face, she suggests, you can almost always find ways to make their lives easier--and thus earn their loyalty. PMID:11345914

Seybold, P B

2001-05-01

406

Hand Anthropometry and SMS Satisfaction  

NASA Astrophysics Data System (ADS)

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

Balakrishnan, Vimala; Yeow, Paul H. P.

407

Modeling and Empirical Study on Management of Telecommunication Customer Expectation  

Microsoft Academic Search

Although company's spending on marketing keeps rising, customer's expectation also becomes higher, which results in the improvement of customer satisfaction rate become more and more difficult. This paper analyzes the key constitutive factors and influencing factors of telecommunication customer expectation and builds a telecommunication customer expectation management model including constitutive regression model and influencing model. It explores the influencing mechanism

Qining Lin; Wenqian Wang; Yan Wan

2008-01-01

408

The priority factor model for customer relationship management system success  

Microsoft Academic Search

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

Tae Hyup Roh; Cheol Kyung Ahn; Ingoo Han

2005-01-01

409

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

Microsoft Academic Search

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

Bernhard Schindlholzer; Lukas Gysi; Michael Klaas; Walter Brenner

410

Community pharmacy loyalty among individuals with schizophrenia.  

PubMed

BACKGROUND: Community pharmacists can use medication records to assist individuals who are loyal to their pharmacy in better managing their pharmacotherapy. However, the extent of community pharmacy loyalty among individuals with severe mental illness such as schizophrenia remains unknown. OBJECTIVE: To assess the extent of community pharmacy loyalty among individuals with schizophrenia and identify factors associated with loyalty. METHODS: Using the Quebec Health Insurance Board databases, a cohort study of individuals with schizophrenia who claimed an antipsychotic drug for the first time between January 1, 2001 and December 31, 2005 was conducted. Such individuals were considered loyal to their community pharmacy if they filled all their prescriptions for any drug at the same community pharmacy during the second year after antipsychotics initiation. Logistic regression models were used to identify factors associated with community pharmacy loyalty (measured in the first year after antipsychotics initiation). RESULTS: Of the 6159 individuals in the study, 57.8% were loyal to one pharmacy. Men were more likely to be loyal (Adjusted OR = 1.29; 95% CI = 1.16-1.44), as were individuals aged 30-64 years and those aged ?65 years, when compared to individuals 20-29 years (1.70; 1.48-1.95 and 2.39; 1.97-2.90, respectively). Individuals who filled their antipsychotics on a weekly basis were also more likely to be loyal (1.39; 1.18-1.63). Factors associated with non-loyalty were welfare beneficiary status (0.79; 0.70-0.89), having substance-use disorder (0.69; 0.60-0.80), a greater number of different types of drugs (5-8 types = 0.76; 0.66-0.87; 9-51 = 0.59; 0.50-0.69), and emergency department visits (0.71; 0.60-0.82). CONCLUSIONS: Results suggest that medication records in community pharmacies are incomplete for 42.2% of individuals with schizophrenia. Individuals more likely to experience more severe illness were also those less likely to be loyal. Given the potentially severe consequences of medication-related problems in this latter population, strategies to further improve the comprehensiveness of medication information should be promoted. PMID:23522802

Lauzier, Sophie; Grégoire, Jean-Pierre; Lesage, Alain; Moisan, Jocelyne

2013-03-19

411

Driving towards sustainable profitability: transportation service providers and customer relationship management  

Microsoft Academic Search

Purpose – The paper aims to highlight the focus on short-term profitability by transportation service providers in a notoriously cyclical business, often at the expense of developing customer loyalty. It urges transportation service providers to use customer relationship management tools and customer emotions to generate long-term profitability. Design\\/methodology\\/approach – The insights into the marketing aspects of the transportation services industry

Gurram Gopal; Steve Cline

2007-01-01

412

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

PubMed

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

Lawrence, Daphne

2009-08-01

413

Loyalty: Why Is It so Problematic in Athletics?  

ERIC Educational Resources Information Center

|What is loyalty and why is it problematic in athletics? The author discusses the ethical lapses that can occur when a powerful social value, "loyalty," trumps individuals' ability to make moral decisions. She argues that education about morality should be a necessary part of sport education and explains how moral education programs can make a…

Stoll, Sharon Kay

2012-01-01

414

Increasing Loyalty to Breastfeeding: Investigating a Product Development Strategy  

Microsoft Academic Search

This article demonstrates how social marketing insights were used to influence women's loyalty to breastfeeding. The article reports on a social marketing campaign undertaken by the Australian Breastfeeding Association and a government health department, which used a product development strategy in order to increase breastfeeding loyalty. Seeking new approaches to support breastfeeding behaviors is critical and timely, because while initiation

Joy Parkinson; Rebekah Russell-Bennett; Josephine Previte

2012-01-01

415

Modeling Antecedents of Student Loyalty in Higher Education  

ERIC Educational Resources Information Center

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

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

2012-01-01

416

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

National Technical Information Service (NTIS)

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

J. Peters M. Petrella

2008-01-01

417

Investigating Factors Affecting Customers of Using Internet Banking: A Comparison study between Saudi Arabia and the UK  

Microsoft Academic Search

This study examines how internet banking affects the relationships between customers trust and their loyalty and investigates how factors which may affect internet banking usage can be different between Saudi Arabia and the UK. A number of factors are considered in this study such as shared values include security and privacy aspects, communication, customer experiences, usefulness, ease of use and

Abdullah AL-Ghamdi

418

Dual loyalty in prison health care.  

PubMed

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. PMID:22390510

Pont, Jörg; Stöver, Heino; Wolff, Hans

2012-01-19

419

DEVELOPMENT STRATEGIES FOR CUSTOMER RELATIONSHIP MANAGEMENT SOLUTIONS  

Microsoft Academic Search

As companies work towards optimizing revenue, profitability and providing customer satisfaction, many companies are beginning to look towards Customer Relationship Management (CRM) as a strategy to reach these goals. This paper describes the elements to consider when developing a successful CRM solution. Beginning with understanding the business vision for CRM, evaluating business processes with the use of CRM, and understanding

Angela Daniel; Binshan Lin; Jason C. H. Chen

420

Building Store Loyalty Through Service Strategies  

Microsoft Academic Search

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

Dhruv Grewal; Ram Krishnan; Joan Lindsey-Mullikin

2008-01-01

421

Customer Dissatisfaction Index and its Improvement Costs  

NASA Astrophysics Data System (ADS)

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

Lvovs, Aleksandrs; Mutule, Anna

2010-01-01

422

A Longitudinal Analysis of Satisfaction and Profitability  

Microsoft Academic Search

Recently, significant attention has been focused on customer satisfaction. However, few studies link satisfaction with performance, and even fewer studies examine this link through the use of time-series data. In this study, a longitudinal analysis of satisfaction and performance for a national chain of fast-food restaurants is conducted. A total of 342,308 consumer responses, 3,009 employee responses, and 12 months

Kenneth L. Bernhardt; Naveen Donthu; Pamela A. Kennett

2000-01-01

423

The development and empirical validation of the Employee Satisfaction Index model  

Microsoft Academic Search

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

Sheng-Hsun Hsu; Yu-Che Wang

2008-01-01

424

The relative importance of the brand of music festivals: a customer equity perspective  

Microsoft Academic Search

The aim of the paper is to examine the relative impact of tangible and intangible factors on the success of music festivals. The paper draws on literature relating to hedonic consumption, customer equity, loyalty, and the success of music festivals. Data are collected among music festival goers by means of structured interviews in the Netherlands, one of the leading music

Mark A. A. M. Leenders

2010-01-01

425

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

Microsoft Academic Search

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

Marianna Sigala

2003-01-01

426

Modeling the Evaluation of Customer Based Brand Equity of Two Wheeler  

Microsoft Academic Search

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

David Sam Jayakumar G. S; John Thomas Bejoy

2012-01-01

427

Customers' Perspectives of Service Quality in Internet Banking  

Microsoft Academic Search

This article explores the potential dimensions of Internet service quality and examines its impact on customer satisfaction and customer behavioral intentions in the banking context in Mauritius. Internet banking service quality is operationalized by adapting the SERVQUAL model. The field research, which resulted in 242 valid questionnaires, was conducted among Internet banking customers. The findings revealed four analytical dimensions using

Prabha Ramseook-Munhurrun; Perunjodi Naidoo

2011-01-01

428

Influencing audience satisfaction by manipulating expectations  

Microsoft Academic Search

Four studies examined whether people manipulate audience expectations about outcomes to influence audience satisfaction. Studies 1 and 2 revealed that waiting customers often receive overestimations of the time they must wait before they can speak to a customer service representative (Study 1) or receive a table at a restaurant (Study 2). Studies 3 and 4 revealed that restaurant staff members

James A. Shepperd; Kate Sweeny; Lisa C. Cherry

2007-01-01

429

An Evaluation of Fast Food Restaurant Satisfaction  

Microsoft Academic Search

The researchers interviewed 300 customers of a fast food restaurant. The respondents indicated that quality, cleanliness and value are the three most important attributes of a fast food restaurant. The study reported the respondents' ratings of competitive brands. Cross-tabulations of satisfaction rating by various customer traits are provided.

Linda S. Pettijohn; Charles E. Pettijohn; Robert H. Luke

1997-01-01

430

How Public-Issue-Promoted and Revenue-Related Types of Social Marketing Influence Customer-Perceived Value in Taiwan's Banking Industry  

Microsoft Academic Search

Marketing promotions with public issue dimensions are becoming mainstream as practitioners respond to higher consumer expectations of corporate social responsibility. However, when consumers decide to buy a product or service, they usually consider service quality and perceived risk about the product or service. The general consensus of most research is that customer-perceived value determines customer loyalty. Does social marketing influence

Hong-Sheng Chang; Tser-Yieth Chen; Chien-Ming Tseng

2008-01-01

431

Training Equals Staff Loyalty at Paramount  

ERIC Educational Resources Information Center

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

Education & Training, 2002

2002-01-01

432

Job Satisfaction.  

National Technical Information Service (NTIS)

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

T. C. Ramsden

1979-01-01

433

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

PubMed

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

Beecy, R E

1999-11-01

434

Customer Entertainment in Relationship Marketing: A Literature Review and Directions for Future Research  

Microsoft Academic Search

Building durable buyer–seller relationships is commonly accepted as a foundation for successful business-to-business selling. As a result, the literature is replete with research that addresses various dimensions of how business executives and salespeople develop interpersonal relationships, create affective commitment, and generate customer loyalty. However, the role of customer entertainment in this dyadic interaction remains largely unexamined. The purpose of this

Jared Oakley; Alan J. Bush

2012-01-01

435

Customer accounting and customer profitability analysis for the order handling industry—A managerial accounting approach  

Microsoft Academic Search

Market-oriented businesses are concerned with customer satisfaction and business profitability, both in the longer term. Thus the marketing managers need updated decision-relevant information (marketing metrics) with respect to the set of processes that are leading to customer values and economic customer values. The attention of this study is focused on the profitability aspects of marketing. The context is the business-to-business

Øyvind Helgesen

2007-01-01

436

3 CFR 8368 - Proclamation 8368 of May 1, 2009. Loyalty Day, 2009  

Code of Federal Regulations, 2010 CFR

...protecting the rights of life, liberty, and the pursuit of happiness for all citizens. These ideals inspired loyalty...and grown in diversity, yet the promise of liberty and the pursuit of happiness arouse the patriotism and loyalty of...

2010-01-01

437

The California Loyalty Oath Digital Collection  

NSDL National Science Digital Library

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

438

Research on effect of current chinese cultural values on consumption attitude loyalty  

Microsoft Academic Search

1120 questionnaires are collected by survey, and structural equation model (SEM) is applied to research effect of current Chinese cultural values on consumption attitude loyalty. The research indicates that cultural values of ldquolong term versus short term orientationrdquo, ldquouncertainty avoidancerdquo, ldquotime orientationrdquo, ldquoaffectivity versus affective neutralityrdquo positively affect attitude loyalty, cultural value of ldquomaterial comfortrdquo negatively affects attitude loyalty, and

Liu Shi-xiong

2008-01-01

439

Examining Role Model and Information Source Influence on Breed Loyalty: Implications in Four Important Product Categories  

Microsoft Academic Search

This study examines the concept and impact of breed loyalty in the pet industry. The authors create a breed loyalty scale then look at what are the influencers of this type of loyalty. Adding other pet owners and veterinarians to the list of role models that have been studied then extends the consumer socialization and role model literature. Various features

Paul W. Clark; Jay B. Page

440

Values, Optimum Stimulation and Brand Loyalty: New Scales in New Populations  

Microsoft Academic Search

The new emphasis on relationships in marketing has spurred a resurgence of interest in brand loyalty and the positive effect of brand loyalty on company profitability and long-term survival have been well-documented in recent years. Recent research has begun to identify new types and sources of affect that might comprise and distinguish loyalty responses, especially from a phenomenological perspective. This

Seven M. Burgess; Mari Harris

1998-01-01

441

Does Advertising Overcome Brand Loyalty? Evidence from the Breakfast-Cereals Market  

Microsoft Academic Search

In differentiated product markets where consumer preferences are characterized by brand loyalty, an important role for advertising may be to overcome brand loyalty by encouraging consumers to switch to less familiar brands. Using a scanner panel dataset of breakfast-cereal purchases, I find evidence consistent with the hypothesis that advertising counteracts the tendencies of brand loyalty toward repeat purchasing. Equivalently, advertising

Matthew Shum

2004-01-01

442

The Formation and Development of Party Loyalties: Patterns among Australian Immigrants  

Microsoft Academic Search

The loyalties voters feel towards political parties are central to the stability of democratic systems. Political socialisation theories explain these loyalties through parental inheritance. This paper analyses the consequences for party loyalties when parental in heritance is absent, through an examination of partisanship among Australian immigrants. Three hypotheses to explain immigrant par tisanship — withdrawal, economic self-interest, and re-socialisation are

Ian McAllister; Toni Makkai

1991-01-01

443

Customer Requirements for Hydrologic Forecast Uncertainty Information  

NASA Astrophysics Data System (ADS)

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

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

2006-12-01

444

Customers’ zone of tolerance for retail stores  

Microsoft Academic Search

The present study describes the zone of tolerance for customers’ service expectations and determines their satisfaction level\\u000a for retail stores. It attempts to diagnose the service quality level of customers’ in retail store setting. A conceptual model\\u000a RETZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different\\u000a types of expectations—‘desired’

Halil Nadiri

2011-01-01

445

The Relation Between the Customer-Based Brand Equity of Media Outlets and Their Media Channel Credibility: An Exploratory Study  

Microsoft Academic Search

This study explores the relation between the customer-based brand equity (CBBE) of media outlets and their media channel credibility. D. A. Aaker's (1991) dimensions of CBBE (perceived quality, brand awareness, brand association, and brand loyalty) and Meyer's (1988) dimensions of media credibility (fairness, bias, accuracy, trustworthiness, and comprehensiveness) were used to create the construct indexes. A survey was self-administered by

Tayo A. Oyedeji

2007-01-01

446

Paying for Loyalty: Product Bundling in Oligopoly  

Microsoft Academic Search

In recent times, pairs of retailers such as supermarket and retail gasoline chains have offered bundled discounts to customers who buy their respective product brands. These discounts are a fixed amount off the headline prices that allied brands continue to set independently. In this paper, we model this bundling using Hotelling competition between two brands of each product. We show

Joshua S. Gans; Stephen P. King

2004-01-01

447

How do service employee's attitudes influence customer perception of service quality?  

Microsoft Academic Search

Little theoretical research has examined possible linkages between affective commitment, job satisfaction and customer perception of service quality. Based on self-regulation of attitude theory, this paper establishes the conceptual framework of the relationship among management commitment to service quality (MCSQ), customer orientation, affective commitment, job satisfaction, service effort and service quality of service employee. Following person-environment fit theory, we argue

Jiang Yong-zhong; Miao Miao; Chun Wei-de

2009-01-01

448

US Geological Survey customers speak out  

USGS Publications Warehouse

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

Gillespie, S.; Snyder, G.

1995-01-01

449

Rekindling Organizational Loyalty: The Role of Career Mobility.  

ERIC Educational Resources Information Center

|A 1989 survey of 542 male and 144 female managers was followed up 2 years later. In general, they were less loyal to their organizations in 1991. However, those following a "free-agent" model were more loyal to their new organizations. Retention and loyalty were related to organizational politics and availability of career development…

Stroh, Linda K.; Reilly, Anne H.

1997-01-01

450

Exit and Voice: Organizational Loyalty and Dispute Resolution Strategies  

ERIC Educational Resources Information Center

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

Hoffmann, Elizabeth A.

2006-01-01

451

Exit and Voice: Organizational Loyalty and Dispute Resolution Strategies  

ERIC Educational Resources Information Center

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

Hoffmann, Elizabeth A.

2006-01-01

452

Loyalty to Computer Terminals: Is it Anthropomorphism or Consistency?  

ERIC Educational Resources Information Center

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

Sundar, S. Shyam

2004-01-01

453

Cowards And Heroes: Group Loyalty In The American Civil War  

Microsoft Academic Search

What motivated men to risk death in the most horrific war in U. S. history when pay was low and irregular and military punishment strategies were weak? In such a situation creating group loyalty by promoting social capital is of paramount importance and in the Civil War was the cement of both armies. We find that individual and company socioeconomic

Dora L. Costa; Matthew E. Kahn

2003-01-01

454

Filipino Parents' School Choice and Loyalty: A Factor Analysis  

ERIC Educational Resources Information Center

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

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

2008-01-01

455

Factors Affecting Affiliate Station Loyalty towards Broadcast Television Networks.  

ERIC Educational Resources Information Center

|Examines factors that may influence future ties between television networks and their affiliate stations. Surveys by mail affiliate general managers for the three commercial networks, asking programming questions and questions about level of loyalty to the networks. Finds that organization factors appear to be more essential in network-affiliate…

Lin, Carolyn A.

1996-01-01

456

Exit, voice and loyalty: Analytic and empirical developments  

Microsoft Academic Search

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

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

2000-01-01

457

Resource Investments and Loyalty to Recreational Sport Tourism Event  

Microsoft Academic Search

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

Isao Okayasu; Haruo Nogawa; Duarte B. Morais

2010-01-01

458

Social Identity as Social Glue: The Origins of Group Loyalty  

Microsoft Academic Search

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

Mark Van Vugt; Claire M. Hart

2004-01-01

459

A MODEL OF VERTICAL DIFFERENTIATION, BRAND LOYALTY, AND PERSUASIVE ADVERTISING  

Microsoft Academic Search

The purpose of this paper is to analyze the impact of advertising and quality decisions on price competition in a duopoly setting. Firms are able to differentiate their products vertically and use persuasive advertising to increase consumer brand loyalty. The model predicts that the high quality firm will advertise more intensively than the low quality firm in both covered and

Victor J. Tremblay; Carlos Martins-Filho

460

The conceptual domain of service loyalty: how many dimensions?  

Microsoft Academic Search

Purpose – The majority of research in marketing now represents loyalty as a multi-dimensional construct; however, agreement on whether it has two or three dimensions is lacking, and measurement of these dimensions has been inconsistent. The purpose of this paper is to utilize theory from the psychology literature on interpersonal relationships to provide theoretical guidance for examining the nature of

Tim Jones; Shirley F. Taylor

2007-01-01

461

Face Recognition and Name RecallTraining Implications for the Hospitality Industry  

Microsoft Academic Search

Hospitality corporations continually seek to implement strategies that enhance customer satisfaction and loyalty. One potential strategy that contributes to increased customer satisfaction and loyalty is training both associates and managers in techniques to recognize guests' faces and names. Psychological research has shown how face recognition and name recall can be applied in hospitality situations, in particular to create pseudorelationships with

Vincent P. Magnini; Earl D. Honeycutt

2005-01-01

462

The Impact of Waiting Time Guarantees on Customers' Waiting Experiences  

Microsoft Academic Search

Customers often have to wait during the process of acquiring and consuming many products and services. These waiting experiences are typically negative and have been known to affect customers' overall satisfaction with the product or service. To better manage these waiting experiences, many firms have instituted a variety of programs not only to reduce the actual duration of the wait

Piyush Kumar; Manohar U. Kalwani; Maqbool Dada

1997-01-01

463

Partnering for success: an overview of customer\\/supplier partnering  

Microsoft Academic Search

As customer satisfaction continues to drive businesses, telecommunications companies are forging partnerships that are aimed at the common goals of improved quality, reduced costs, and business success. The evolved customer\\/supplier partnering model that is being applied in the telecommunications and other industries is illustrated. This model promotes an “us” relationship focused on mutual success, contrasted to the “we\\/they” relationship supported

K. Connolly; B. E. Hess; W. A. Hoberg; T. C. Pingel

1994-01-01

464

Interpreting School Satisfaction Data from a Marketing Perspective.  

ERIC Educational Resources Information Center

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

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

465

Customer expirience management  

Microsoft Academic Search

The paper describes various aspects of customer experience, how customer experience is build, as well explains challenges Communication Service Providers face today when implementing customer experience programs inside the organization. Also Paper describes the Customer Experience Management Program Nokia Siemens Networks developed. I. INTRODUCTION The Customer experience is the overall psychological impact of a customer's interactions with the CSP (Communication

M. Poldrugac; M. Komadina

2011-01-01

466

Converging Services Marketing and Tourism Approaches in Satisfaction and Service Quality Research  

Microsoft Academic Search

This paper attempts to converge the utilitarian or provider-based concept of service quality and the experiential or customer-based concept of satisfaction. It presents two empirical projects which examined visitor's service quality and satisfaction judgements by alternative methodological approaches. The first is a quantitative study of visitor's assessment of historic houses, illustrating that quality and satisfaction concepts can be successfully combined

Isabelle Frochot; Szilvia Gyimóthy

2001-01-01

467

Maintaining customer relationships in high credence services  

Microsoft Academic Search

Purpose – The growing importance of relationship marketing has increased interest in the role of consumer trust and loyalty in establishing, developing, and maintaining successful relational exchanges. The aim of this study is first, to examine the differential effects of perceived service quality, trust, and loyalty on repurchase intentions, second, to specify loyalty as a key mediating variable in the

Andreas B. Eisingerich; Simon J. Bell

2007-01-01

468

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

Microsoft Academic Search

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and

Cem Baydar

2002-01-01

469

An Investigation of Factors Affecting Job Satisfaction  

Microsoft Academic Search

The measurement of job satisfaction has become an important issue in tourism because this industry requires a great interaction between the contact personnel (frontline employees) and the individual customer and because quality perceptions are evaluated mostly on the basis of the performance of subjective (intangible) criteria. Thus, the extent to which employees are satisfied with what they are responsible for

Ozkan Tutuncu; Metin Kozak

2007-01-01

470

A Dynamic Model of Customer Loyalty to Sustain Competitive Advantage on the Web  

Microsoft Academic Search

In the Internet economy, it is relatively easy to create new business models but difficult to keep deriving benefit from them in the long term. This article presents in-depth longitudinal data on four European Internet firms showing how companies can combine affiliation and lock-in strategies to generate competitive advantage on the Web. The authors use multiple-case study methodology with interviews

Gianmario Verona; Emanuela Prandelli

2002-01-01

471

The Direct and Indirect Effect of Exchange to Build Customer Loyalty in Social Network Sites  

Microsoft Academic Search

The Internet has enabled people to connect to each other, regardless of time and space. This lead to a new phenomena, known as social networking through social network sites such Facebook, and Friendster. In social network sites members find new kinds of exchange, which is information exchange. Membership in many social network sites are free, which means that everyone is

Dudi Anandya

2010-01-01

472

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

Microsoft Academic Search

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

Nonofo Constance Losike-Sedimo

2011-01-01

473

Custom controls  

NASA Astrophysics Data System (ADS)

Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

Butell, Bart

1996-02-01

474

For soldier and state: dual loyalty and World War One.  

PubMed

Military medicine has always been characterized by some form of dual loyalty: physicians have to consider the interests of the individual soldier--patient as well as the interests of the state and the military in general. The way in which each individual doctor responds to this dual loyalty has mostly been viewed as a product of war circumstances on the one hand, and the personal character and/or religious and ideological beliefs of the physician on the other. Taking World War One as an example, this article argues that the nature of the illness or wound also had a part to play in this. The article shows that the disfigured were looked upon mainly in relation to the patient's own interests; the invalided-out through a combination of the patient's as well as the state's interests; and the neurotic mainly out of concern for the interests of the state. PMID:23421306

van Bergen, Leo

475

A CONJOINT ANALYSIS OF ONLINE CONSUMER SATISFACTION1  

Microsoft Academic Search

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

L. Christian Schaupp; France Bélanger

2005-01-01

476

Building brand loyalty through managing brand community commitment  

Microsoft Academic Search

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

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

2011-01-01

477

Conceptual and operational aspects of brand loyalty: an empirical investigation  

Microsoft Academic Search

The objective of this article is to stress the lack of valid and reliable measures concerning loyalty, and then to conceive, test and validate a relevant measurement procedure of this concept, by following a rigorous methodology based on the Churchill paradigm [Churchill GA. A paradigm for developing better measures of marketing constructs. J Mark Res 1979;16(1):64–73]. In the first part,

Yorick Odin; Nathalie Odin; Pierre Valette-Florence

2001-01-01

478

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

Microsoft Academic Search

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

Aichia Chuang; Timothy A. Judge; Yuann Jun Liaw

2012-01-01

479

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

ERIC Educational Resources Information Center

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

Tosti, Donald T.; Stotz, Rodger

2000-01-01

480

Identifying the range of customer listening tools: a logical pre-cursor to CRM?  

Microsoft Academic Search

Purpose – The purpose of this paper is to examine the use of listening tools by several large companies to obtain information about customers' needs, preferences, and perceptions of their performance in order to facilitate customer relationship management (CRM), and identify some best practices, which are salient activities for managing customer perception and satisfaction. Design\\/methodology\\/approach – In-depth case studies of

S. Maguire; S. C. L. Koh; C. Huang

2007-01-01

481

A customer needs motivated conceptual design methodology for product portfolio planning  

Microsoft Academic Search

Platform design strategy is an important topic in modern product development, particularly in the context of global markets that demand customised or region-specific differentiation of products. However, current methods do not fully address platform definition with respect to customer needs. Customer satisfaction is key for survival and it is crucial that the customer is used to plan different variants of

Robert B. Stone; Ravi Kurtadikar; Nicholas Villanueva; Cari Bryant Arnold

2008-01-01

482

Using social media data to understand mobile customer experience and behavior  

Microsoft Academic Search

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

Wenling Hsu; Guy Jacobsen; Yu Jin; Ann Skudlark

2011-01-01

483

Customer value change in industrial marketing relationships: A call for new strategies and research  

Microsoft Academic Search

Relationship marketing is critical to both researchers and practitioners because it addresses issues aimed at retaining customers. Strategic customer retention is problematic and requires information from customers concerning: (1) what they value (need) now, (2) their satisfaction with suppliers' abilities to deliver that value, and (3) how their perceptions of value are changing. Currently there is little theoretical understanding of,

Daniel J. Flint; Robert B. Woodruff; Sarah Fisher Gardial

1997-01-01

484

A Study of Strategy of Next-Generation Mobile Communication Services considering Customer Innovativeness  

Microsoft Academic Search

In this paper, relationship among clusters of customer by two criteria, innovativeness and four kinds of next generation mobile handset technologies (satellite DMB, terrestrial DMB, WiBro, and HSDPA) is comparatively analyzed. Throughout the study, we suggest a structural equation model as the linear combination of determinants that characterize customer's satisfaction and acceptance factors that influence on customer's choice of new

Joonseo Moona; Sooyoung Yoon; Wongyu Jang; Youngpil Cho

485

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

Microsoft Academic Search

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

Aichia Chuang; Timothy A. Judge; Yuann Jun Liaw

2011-01-01

486

Talking about Customer Service.  

ERIC Educational Resources Information Center

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

Talley, Mary; Axelroth, Joan

2001-01-01

487

The linkage between employee and patient satisfaction in home healthcare.  

PubMed

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

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

488

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

PubMed Central

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

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

2013-01-01

489

Uncovering Customer Profitability Segments for Business Customers  

Microsoft Academic Search

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

Tanya Mark; Rakesh Niraj; Niraj Dawar

2012-01-01

490

Institutional Loyalty and Job Satisfaction among Nurse Aides in Nursing Homes  

Microsoft Academic Search

The high rate of turnover among nurse aides employed in nursing homes has been associated with the low job status and the poor job benefits accorded workers. However, this is not always the case. Competitive benefit packages and limited labor market opportunities increase the likelihood that nurse aides in some nursing homes may stay on the job despite their dissatisfaction

Lois Grau; Barbara Chandler; Brenda Burton; Doreen Kolditz

1991-01-01

491

Personal incentives for participation in summer children's camps: Investigating their relationships with satisfaction and loyalty  

Microsoft Academic Search

The objective of this study was to investigate consumer behaviour issues in a summer children's camp setting. Specifically, the study aimed to: (a) identify the personal incentives that drive children to participate in summer camps, (b) test gender and age differences in children's personal incentives, and (c) investigate which of the incentives are the most important ones in predicting children's

Konstantinos Alexandris; Charilaos Kouthouris

2005-01-01

492

Consumer loyalty in the restaurant industry - a preliminary exploration of the issues  

Microsoft Academic Search

This article looks at the outcome of a questionnaire designed to explore factors relevant to engendering consumer loyalty in restaurant choice. The sampling frame comprises people with relatively homogeneous characteristics who dine out with some frequency. The overall objective was to question certain assumptions that have become current in academic discussions of consumer behaviour with particular relevance to consumer loyalty.

Mona A. Clark; Roy C. Wood

1998-01-01

493

Consumer loyalty in the restaurant industry : A preliminary exploration of the issues  

Microsoft Academic Search

This article looks at the outcome of a questionnaire designed to explore factors relevant to engendering consumer loyalty in restaurant choice. The sampling frame comprises people with relatively homogeneous characteristics who dine out with some frequency. The overall objective was to question certain assumptions that have become current in academic discussions of consumer behaviour with particular relevance to consumer loyalty.

Mona A. Clark; Roy C. Wood

1999-01-01

494

Loyalty between Senior Student Affairs Officers and Their Supervisors and Staff Members.  

ERIC Educational Resources Information Center

Explored loyalty between senior student affairs officers (SSAOs) and their university presidents, and between SSAOs and their department heads at four college campuses. Discusses the nature of loyalty, such as it being an exchange and arising from shared experience. Outlines implications for SSAOs and student affairs practice. (RJM)

Guido-DiBrito, Florence; Chavez, Alicia F.; Wallace, James A.; DiBrito, William F.

1997-01-01

495

Do Loyalty Groups Differ in the Role of Trust in Online Tourism Shopping? A Process Perspective  

Microsoft Academic Search

Today, Internet use is becoming increasingly prevalent, and people all over the world are shopping online with increasing frequency. While much of the current literature tends to focus on the dependent variable of loyalty on online tourism shopping, this study draws heavily on the moderating role of loyalty. In particular, this study aims to examine the relationships among perceived security,

Myung-Ja Kim; Namho Chung; Choong-Ki Lee; Joung-Man Kim

2012-01-01

496

Deriving and exploring behavior segments within a retail loyalty card program  

Microsoft Academic Search

Purpose – Despite the proliferation of retail loyalty programs, little is known about differences in the behavior patterns of the consumers within them. There may be several unique segments within a loyalty program, and significant managerial implications may accrue from identification of these segments and analysis of differences among them. This paper aims to investigate the potential for deriving meaningful,

Arthur W. Allaway; Richard M. Gooner; David Berkowitz; Lenita Davis

2006-01-01

497

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

Microsoft Academic Search

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

Lauren R. Bailey; Yoo-Kyoung Seock

2010-01-01

498

New Measures and a New Model for Television Network Loyalty (MOTNL)  

Microsoft Academic Search

Network loyalty is of major interest to television program schedulers and advertisers. However, until now there has been no method for measuring the loyalty of individual viewers. This paper analyses People Meter data collected by Nielsen Media Research in New Zealand during July 2003. The data provides information on minute by minute television viewing for 1067 individuals in terms of

Denny Meyer; Siva Muthaly

2008-01-01

499

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

Microsoft Academic Search

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

William H. Turnley; Daniel C. Feldman

1999-01-01

500

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

Microsoft Academic Search

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

Nor Asiah Omar; Rosidah Musa

2011-01-01