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
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
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
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
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
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
In 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...... hiện toàn bộ
PurposeThe 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...... hiện toàn bộ
Chỉ số ảnh hưởng
Số bài báo
96
Số trích dẫn
2,400
Avg. Citation
25
Impact Factor (IF)
0
H-index
3
H-index (5 năm)
3
i10
3
i10-index (5 năm)
0
Các tạp chí khác
Tạp chí Giáo dục
Tạp chí Nghiên cứu Khoa học và Công nghệ quân sự
Khoa học Kỹ thuật Mỏ Địa chất
Journal of Technical Education Science
Tạp chí Y Dược học Cần Thơ
Tạp chí Y - Dược học quân sự
VNU JOURNAL OF ECONOMICS AND BUSINESS
Khoa học ĐHQGHN: Khoa học Tự nhiên và Công nghệ
VNU Journal of Science: Medical and Pharmaceutical Sciences