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 study
Tập 7 Số 4 - Trang 27-42 - 1996
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) sugges...
Relative attitudes and commitment in customer loyalty models
Tập 12 Số 3 - Trang 269-294 - 2001
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 ...
The qualitative satisfaction model
Tập 8 Số 3 - Trang 236-249 - 1997
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 rating
scales...
Services Innovation: Successful versus Unsuccessful Firms
Tập 4 Số 1 - Trang 49-65 - 1993
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 survey ...
Modelling the relationships between process quality errors and overall service process performance
Tập 6 Số 4 - Trang 4-19 - 1995
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 such as pro...
The zone of tolerance
Tập 6 Số 2 - Trang 46-61 - 1995
Briefly 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
identify...
Service Management/Leadership: Different from Management/Leadership in Industrial Organisations?
Tập 2 Số 1 - Trang 6-14 - 1991
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 processe...
Gender differs: assessing a model of online purchase intentions in e‐tail service
Tập 16 Số 5 - Trang 416-435 - 2005
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
influences on online purchase intentions through the mediation of
attitudes.Design/m...
Editorial: From p‐services to e‐services
Tập 14 Số 5 - Trang 480-482 - 2003
An issue devoted to the Second International Conference on Electronic Business,
in December 2002, in Taiwan. Included are six papers, taken from a total of 205
papers that were originally submitted, accepted and included in the conference
proceedings.