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 impact of other‐customer failure on service satisfaction
Tập 19 Số 4 - Trang 521-536 - 2008
PurposeThe 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/approachData for this study were gathered by
retrospective experience sampling.FindingsThere are several important findings
that can be obtained from the results. First, people consider another customer's
failure to be ...
Service case scheduling
- 2004
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 constrai...
The effect of customer card programs
Tập 15 Số 4 - Trang 351-364 - 2004
In the service industry, loyalty cards represent an established phenomenon (e.g.
hotel and airline industry). Developing this knowledge, the present study
focuses on the role of loyalty‐card programs in establishing loyalty towards a
retail store. The impact of store satisfaction and these loyalty‐card programs
on store loyalty is tested empirically. Therefore, a survey was performed among
333 gro...
“Lean” service: in defense of a production‐line approach
Tập 9 Số 3 - Trang 207-225 - 1998
The desirability of transferring manufacturing logic and practices to service
operations, strongly advocated by Levitt (1972; 1976) in two classicHarvard
Business Reviewarticles two decades ago, is now commonly challenged by both
service researchers and practitioners. We defend a “production‐line approach to
service” by arguing that services can “reindustrialize” by applying revised,
progressive m...