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Các bài báo tiêu biểu

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Tập 7 Số 4 - Trang 27-42 - 1996
Roger H. Hallowell
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...... hiện toàn bộ
Relative attitudes and commitment in customer loyalty models
Tập 12 Số 3 - Trang 269-294 - 2001
Andreas H. Zins
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 proto...... hiện toàn bộ
The qualitative satisfaction model
Tập 8 Số 3 - Trang 236-249 - 1997
Bernd Stauß, Patricia Neuhaus
Notes 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...... hiện toàn bộ
Services Innovation: Successful versus Unsuccessful Firms
Tập 4 Số 1 - Trang 49-65 - 1993
Claude R. Martin, David Horne
There 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...... hiện toàn bộ
Modelling the relationships between process quality errors and overall service process performance
Tập 6 Số 4 - Trang 4-19 - 1995
David A.Collier
Describes 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...... hiện toàn bộ
Operations Management, 2nd edition
Tập 10 Số 2 - Trang 2-3 - 1999
BarbaraMorris
Service case scheduling
- 2004
Jacob V.Simons, Gregory R.Russell, Mark E.Kraus
Numerous services involve the processing of individual customer cases. These cases require a service provider to accomplish several tasks, many of which involve precedence relationships and sequence‐dependent setup times. In addition, time lags may be required between certain tasks to permit processing external to the service provider. Finally, satisfaction of customer demand is typically ...... hiện toàn bộ
Editorial
- 2008
BoEvardsson
A Synthesised Service Quality Model with Managerial Implications
- 1990
Andrew A.Brogowicz, Linda M.Delene, David M.Lyth
A synthesised service quality model with managerial implications is presented. This synthesised model is based on the works of the Nordic and the North American schools of service research. The model presents the overall service quality gap as a result of both technical and functional quality gaps. The core of the synthesised model is the idea that management must determine both ... hiện toàn bộ
Gender differs: assessing a model of online purchase intentions in e‐tail service
Tập 16 Số 5 - Trang 416-435 - 2005
Yu‐BinChiu, Chieh‐PengLin, Ling‐LangTang
PurposeThis study proposes a model of online purchase intentions. Four exogenous constructs – namely, personal awareness of security, personal innovativeness, perceived ease of purchasing, and perceived usefulness – have not only direct influences on attitudes and online purchase intentions, but also have indirect influence...... hiện toàn bộ