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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... ...
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
Leveraging technology to improve field serviceThe primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization. We examine the role of technology in the context of managing relationships among the company, its employees and customers. Using the analogy of a country managing its foreign affairs, we suggest that consistent and... ...
Tập 13 Số 1 - Trang 47-68 - 2002
The effect of customer card programsIn 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... ...
Tập 15 Số 4 - Trang 351-364 - 2004
A definition, model, and empirical analysis of business‐to‐business relationship qualityPurpose The aim of this research is to provide insights into quality in a business‐to‐business relationship setting. The objectives are to review related relationship quality studies, to put forward first a definition and then a model of perceived business‐to‐business relationship quality, and afterwards to illustrate and de...
- 2008