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
Numerous services involve the processing of individual customer cases. These cases require a service provider to accomplish several tasks, many of which involve precedence relationships and sequence‐dependent setup times. In addition, time lags may be required between certain tasks to permit processing external to the service provider. Finally, satisfaction of customer demand is typically ...... hiện toàn bộ
A synthesised service quality model with managerial implications is
presented. This synthesised model is based on the works of the Nordic
and the North American schools of service research. The model presents
the overall service quality gap as a result of both technical and
functional quality gaps. The core of the synthesised model is the idea
that management must determine both ... hiện toàn bộ
PurposeThis study proposes a model of online purchase intentions. Four exogenous constructs – namely, personal awareness of security, personal innovativeness, perceived ease of purchasing, and perceived usefulness – have not only direct influences on attitudes and online purchase intentions, but also have indirect influence...... 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
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