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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... ... hiện toàn bộ
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... ... hiện toàn bộ
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... ... hiện toàn bộ
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... ... hiện toàn bộ
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... ... hiện toàn bộ
Tập 6 Số 4 - Trang 4-19 - 1995
The Internal Service EncounterAn internal customer′s (i.e. employee′s) satisfaction with a service
firm can be significantly influenced by service encounters experienced
with internal service providers. For example, a loan officer′s
satisfaction with the bank he/she works for may well be influenced by
internal services provided by the data processing group. Introduces the
concept of the “internal service encounter” and... ... hiện toàn bộ
- 1994
The nomological net of perceived service qualityAims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐re... ... hiện toàn bộ
Tập 8 Số 4 - Trang 336-351 - 1997
External effectiveness of service management A study of business‐to‐business relationships in Mexico, Canada and the USAThe purpose of the present study was to determine, across three distinct national contexts, to what extent the creation of customer‐perceived value, as determined by the measure of the firm’s external effectiveness, was deemed important and implemented within a professional business‐to‐business service industry (commercial banking). External effectiveness is a measure of business performan... ... hiện toàn bộ
- 1999
Service Management/Leadership: Different from Management/Leadership in Industrial Organisations?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 ... ... hiện toàn bộ
Tập 2 Số 1 - Trang 6-14 - 1991