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 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
Customer knowledge transfer and key account management in professional service organizationsPurpose Effective customer‐specific knowledge transfer is the cornerstone of customer value creation in professional service organizations. In order to formulate a coherent service offering across different expertise areas, it is crucial to share customer‐specific knowledge between professionals, business functions and units...
Tập 17 Số 4 - Trang 304-319 - 2006
Managing the Service Encounter: A Focus on the EmployeeThe service encounter between an organisation′s employees and its
customers, and the ensuing implications for service operations and
management are important. Attention is focused on employment strategies
to include selection and training, the development and implementation of
customer care programmes and the management of all interpersonal
relationships within an organisation.
Tập 1 Số 3 - Trang 41-52 - 1990
The influence of organizational culture and internal politics on new service design and introduction
Tập 9 Số 5 - Trang 469-485 - 1998
Mass customization: conceptual underpinnings, opportunities and limitsTraditionally, executives have assumed that trade‐offs – high
quality or low cost, efficiency or customization – are inevitable.
In defining their businesses, the choice has always been seen in terms
of mass production of inexpensive, commodity‐like products or services
(the assembly line) on the one hand, and on the other hand,
premium‐priced, individually‐tailored, highly differentiated ... ...
Tập 6 Số 2 - Trang 36-45 - 1995