Search results for " custom"
showing 10 items of 124 documents
Management of Litigants’ Satisfaction in their Quality of Legal Services’ Customers Provided by the Courts
2015
Abstract The quality of public services provided by the courts became one of the most important objectives in all developed countries. According to the current requirements, organizations must respond more promptly to the society’s needs and demands. The citizen / customer’s position and role became essential taking into consideration these changes and reforms, the quality of legal services depends on the user’s demands and expectations holding a strong subjective character. On the other hand, the quality does not apply solely to the final product, namely the court’s decision, but to all related activities carried out during the whole process, the way the citizens perceive all the adjacent …
Linking service structural complexity to customer satisfaction
2001
The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and customer satisfaction. Structural complexity tends to be a popular strategy designed to satisfy different customer needs. However, a negative relationship between structural complexity and customer satisfaction has also been argued. Based on the research on the public versus private distinction, this paper proposes that type of ownership is associated with the paradox mentioned, moderating the relationship between structural complexity and customer satisfaction. The authors tested this hypothesis using a sample of 60 mana…
Examining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement
2021
Electronic word-of-mouth (eWOM) communication on social media has revolutionized how travelers search for and share information and how they interact with one another digitally. This research examines the effects of eWOM-triggered customer-to-customer (C2C) interactions on travelers’ post-eWOM behaviors (i.e., repurchase and customer engagement) in a cross-cultural context. Drawing upon cognitive dissonance theory, a scenario-based experiment was conducted using a sample of 461 African tourists with recent intracontinental travel experience. Our findings suggest that a customer’s repurchase intention and engagement in social media C2C interactions are significantly influenced when their eW…
Brand Communication Challenges in Getting Young Customer Engagement
2014
Abstract It is important for the Brands of products and services that address young people to get to know very well this consumer segment, although they are extremely open minded, bold, friendly and great fans of brands. Nevertheless they are not so easy to deal with or to be convinced by one brand or another, but once they prove to be loyal they are highly valuable. In order to win their loyalty, companies must take into account a certain number of aspects.
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
Digital Banking in Northern India: The Risks on Customer Satisfaction
2021
The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputa- tion. Offering digita…
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Customer’s role in knowledge management and in the innovation process: effects on innovation capacity and marketing results
2016
Scholars have acknowledged customer knowledge management (CKM) as a key strategic resource for improving innovation and supporting long-term customer relationship management. This study provides a deeper understanding of the internal antecedents of business innovation capacity overcoming previous approaches. A model that had not previously been tested was used to analyse the role of customer collaboration and CKM – measured as a second-order construct – in innovation processes and marketing results. To test the model, structural equation modelling (partial least squares) was applied to a random sample of 210 Spanish companies. Results confirm that CKM and customer collaboration are antecede…
Key Drivers of Customer Loyalty to Web 2.0 Accommodation Services: An Abstract
2017
Online travel communities are regarded as a key communication channel for web-based marketing in the travel industry (Bilgihan et al. 2016; Filieri 2015). The aim of this paper is to gain insight on key drivers of customer loyalty to websites selling accommodation services in online travel communities. We go beyond satisfaction, taking into account emotions and social influences. This paper intends to make three contributions. Firstly, it develops a conceptual model of the relationships between emotion factors and their direct (satisfaction) and indirect (trust, attitude and loyalty) outcome variables. Secondly, although the linear relationship between satisfaction, trust and loyalty seems …
Customer functional value creation through a sustainable entrepreneurial orientation approach
2019
This paper advances a theoretical model to empirically test firms’ behaviour regarding sustainable entrepreneurship, enhancing what researchers have recently proposed at a solely conceptual level; this entails sustainable entrepreneurship being understood as a discipline that reliably allows organizations to successfully respond to sustainable development and market requirements. The authors suggest an integrated approach of dynamic-capabilities, S-D logic and product-service system views, which highlights the managerial predisposition to adopt a strategic position that fosters value in use (instead of regular property value), according to the current school of thoughts engaged with innovat…