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...
Organizational teamworking frameworks: evidence from UK and USA‐based firms
- 1997
Draws from case study research conducted in 14 UK and USA‐based manufacturing
and service firms, most with mature teamworking structures. Aims to examine
practitioner perspectives and current practices in teamworking and to assess the
strategic contribution that work‐based teams are making to quality improvement.
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 ...
Modeling relationship strength across service types in an Eastern culture
Tập 12 Số 2 - Trang 90-113 - 2001
This study examines for the first time, antecedents of relationship commitment
in service industries in an Eastern cultural context. The study investigates the
reasons for customers engaging in long‐term relational exchanges with service
firms, as well as the impact of attractive alternatives and switching costs on
such relationships. The sample comprised respondents in Bangkok, Thailand, who
each...