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
An empirical analysis of productivity growth in retail services: evidence from SpainPurpose This paper seeks to estimate total productivity change in retailing firms and to decompose it into efficiency change and technical change (TC) (i.e. the consequence of innovation and adoption of new technologies). Design/methodology/approach...
- 2007
Revitalising Service InnovationsService innovations require a revitalising process to be viable
over time. Both provider and customer satisfaction must be associated
with these innovations to assure their continuing success. A framework
and a model for service revitalisation are developed and then
illustrated through examining the past and potential future of one of
the world′s more prominent service innovations, the aut... ...
Tập 1 Số 1 - Trang 65-77 - 1990
Business process management: implications for productivity in multi‐stage service networksBusiness process management is coming into the lexicon through the concepts associated with business process re‐engineering (BPR) and total quality management (TQM). TQM and BPR have been adopted by service organizations. Two questions are considered. What are the implications of this focus on processes for service productivity? In particular, how does the adoption of a process view affect... ...
Tập 9 Số 4 - Trang 323-336 - 1998
Leading the Largest Catering Firm in Holland: A Matter of CharacterExplains what makes a good manager in the words of the managing
director of the largest catering firm in The Netherlands and leader in a
fast growing market. In 1991 Van Hecke served 250,000 meals a day at 750
different staff restaurants. Since catering is people′s business and
management centres on people, good leadership is essential for Van Hecke
– it implies an open mind, charisma, nat... ...
Tập 3 Số 2 - Trang 23-29 - 1992