Emerald
SCOPUS (1990-2008)
0956-4233
Cơ quản chủ quản: N/A
Phân tích ảnh hưởng
Các bài báo tiêu biểu
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical studyPresents 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... ...
Tập 7 Số 4 - Trang 27-42 - 1996
Relative attitudes and commitment in customer loyalty modelsRelationship 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 proto... ...
Tập 12 Số 3 - Trang 269-294 - 2001
The qualitative satisfaction modelNotes that the premiss of all efforts to achieve customer satisfaction is the basic assumption that customer satisfaction leads to customer loyalty. Although this thesis sounds reasonable, empirical studies indicate that satisfaction often is only a weak indicator of customer loyalty. This can partly be explained by shortcomings in satisfaction measurement. In applying unidimensional ratin... ...
Tập 8 Số 3 - Trang 236-249 - 1997
Services Innovation: Successful versus Unsuccessful FirmsThere is some acceptance of the idea that services and products are
so intertwined that the process for development is the same, but there
has been no rigorous empirical evidence to support that contention. Uses
data collected in in‐depth interviews with 80 senior level managers in
16 different firms, 25 group discussion sessions with 388 executives in
241 additional firms, and from a mail... ...
Tập 4 Số 1 - Trang 49-65 - 1993
Modelling the relationships between process quality errors and overall service process performanceDescribes research which continues the quest to model performance
using structural equation models. The objective is to provide meaningful
and substantively interpretable predictions of process performance using
structural equation modelling. Develops structural equation models which
clearly define the performance relationships for a backroom bank card
remittance process using criteria suc... ...
Tập 6 Số 4 - Trang 4-19 - 1995
The zone of toleranceBriefly reviews some of the literature on service quality and in particular the zone of tolerance – the zone of acceptable or expected outcomes in a service experience. Uses the zone of tolerance to explore the relationships between customers′ satisfaction with individual transactions, or service encounters, and their satisfaction with the overall service. Provides nine propositions which ... ...
Tập 6 Số 2 - Trang 46-61 - 1995
Service Management/Leadership: Different from Management/Leadership in Industrial Organisations?While a vast literature exists on management/leadership, little
systematic attention has been given to whether the difference in
character between service‐and non‐service production processes demands a
different style of management. Because of the direct contact between the
client and service provider (particularly at the lowest level of the
organisation), optimal reciprocal communication ... ...
Tập 2 Số 1 - Trang 6-14 - 1991
Internet retail customer loyalty: the mediating role of relational benefitsThe application of technology‐based self‐service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in such contexts remains limited. This paper proposes a conceptual framework that utilizes the construct of relational benefits to explain the link between Internet‐based self‐service technology attributes and customer ... ...
Tập 14 Số 5 - Trang 483-500 - 2003
The Service Factory: A Future VisionThe “service factory” has been proposed as a new
approach to manufacturing strategy. The information, problem‐solving,
sales and support dimensions which underlie a service factory are
reviewed. A strategic planning methodology by which it can be applied is
provided, and five research questions which might be addressed through
empirical study are raised.
Tập 2 Số 3 - Trang 60-70 - 1991