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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
Roger H. Hallowell
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...... hiện toàn bộ
Relative attitudes and commitment in customer loyalty models
Tập 12 Số 3 - Trang 269-294 - 2001
Andreas H. Zins
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 proto...... hiện toàn bộ
The qualitative satisfaction model
Tập 8 Số 3 - Trang 236-249 - 1997
Bernd Stauß, Patricia Neuhaus
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 ratin...... hiện toàn bộ
Services Innovation: Successful versus Unsuccessful Firms
Tập 4 Số 1 - Trang 49-65 - 1993
Claude R. Martin, David Horne
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...... hiện toàn bộ
Modelling the relationships between process quality errors and overall service process performance
Tập 6 Số 4 - Trang 4-19 - 1995
David A.Collier
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 suc...... hiện toàn bộ
Knowledge management in public service provision: the Child Support Agency
- 2003
AlanFowler, JuliaPryke
The paper addresses the issue of knowledge management in public service organisations where the concept of provider competitiveness is of limited significance but other priorities prevail. The broad aim is to understand how the concept of “competitive advantage through knowledge management”, as practised in the broader business community, might translate to the modern Civil Service? This i...... hiện toàn bộ
What the Service World Needs Now: Leadership Lessons from the 1980s to the 1990s
Tập 3 Số 2 - Trang 45-57 - 1992
NicholasKeller, CelesteWilderom
Describes five negative business trends of the 1980s: too much lack of social responsibility; one‐man show companies; good‐weather captains; conglomerates; and mistreatment of young and promising personnel. Based on these trends, offers ten leadership lessons for the 1990s: we need more shared leadership; integrity; multicultural skills; wiser unions and press; care in shareholder and boar...... hiện toàn bộ
External effectiveness of service management A study of business‐to‐business relationships in Mexico, Canada and the USA
- 1999
MichèlePaulin, Ronald J.Ferguson, Ana MariaAlvarez Salazar
The 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
Relationships among customer orientation, service orientation and job satisfaction in financial services
Tập 16 Số 5 - Trang 497-525 - 2005
IreneGil Saura, GloriaBerenguer Contrí, AmparoCervera Taulet, BeatrizMoliner Velázquez
PurposeThe present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its ex...... hiện toàn bộ
Leveraging technology to improve field service
Tập 13 Số 1 - Trang 47-68 - 2002
SaligramaAgnihothri, NagarajSivasubramaniam, DonaldSimmons
The 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...... hiện toàn bộ