Search results for "CUSTOMER SATISFACTION"

showing 10 items of 140 documents

A New Multiblock PLS Based Method to Estimate Causal Models: Application to the Post-Consumption Behavior in Tourism

2009

This study presents a new algorithm for estimating causal models based on multiblock PLS method. This new algorithm is tested in a particular post-consumption behavior with the aim of validating a complex system of relations between antecedents of value, perceived value, satisfaction and loyalty. The results are compared with the classical LVPLS method: both methods support the proposed structural relations, but the explained variance is slightly higher with the new algorithm.

Service qualityComputer sciencemedia_common.quotation_subjectStatisticsLoyaltyComplex systemEconometricsCustomer satisfactionLatent variableExplained variationValue (mathematics)media_commonCausal model
researchProduct

Interaction between functional and relational service quality: hierarchy vs. compensation

2018

The main goal of this research study is to examine the form of interaction between functional and relational service quality in their links to customer satisfaction. Two competing hypotheses were t...

Service qualityHierarchyProcess managementComputer scienceManagement of Technology and InnovationStrategy and ManagementCompensation (psychology)0502 economics and business05 social sciences050211 marketingCustomer satisfaction050203 business & managementThe Service Industries Journal
researchProduct

RETRACTED: Measuring Service Quality in Tourism Industry

2016

Abstract The expansion of the service sector, the stronger competition resulting from globalization and deregulation, and the emergence of new information technologies have accelerated the shift toward a knowledge-based and innovation-driven economy. With the increasing role of tourism in global economy and the growing competition in the global tourism market, the importance of developing quality tourism products has been recognized by both the public and the private tourism sectors. In order to develop quality tourism, organizations need to know what their competitive advantage is and what capabilities they need to grow and maintain. The aim of this paper is to analyze the customer satisfa…

Service qualityQuality managementGeneralLiterature_INTRODUCTORYANDSURVEYbusiness.industrymedia_common.quotation_subject05 social sciencesCompetitive advantageCompetition (economics)0502 economics and businessGeneral Materials ScienceQuality (business)Customer satisfactionBusinessMarketingTertiary sector of the economy050203 business & management050212 sport leisure & tourismTourismmedia_commonProcedia - Social and Behavioral Sciences
researchProduct

Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study1

2011

Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross-level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer s…

Service qualitySocial PsychologyWork (electrical)Organizational behaviorService climateCustomer satisfactionPsychologyConstruct (philosophy)Social psychologyConsumer behaviourDual (category theory)Journal of Applied Social Psychology
researchProduct

Customer Satisfaction and Quality Services in the Hotel Industry: A Strategic Approach

2018

In the hotel and hospitality industry, managers need to see quality as their main competitive advantage and need the acknowledge the ways in which quality can be used to drive competitiveness. As one of the most important aspects of hotel management and customer relationship management, the quality of all touristic services influenced by the intensifying competition, determine suppliers to take into account more the needs and requirements of customers in order to have a successful strategy. In the digital world where consumers are well-informed, the choice to purchase best quality services is the ultimate choice given the opportunity to compare other services with other companies. Both mana…

Service qualitybusiness.industryOrder (business)media_common.quotation_subjectCritical success factorCustomer satisfactionQuality (business)Customer relationship managementMarketingbusinessHospitality industryCompetitive advantagemedia_common
researchProduct

Value dimensions in consumers’ experience: Combining the intra- and inter-variable approaches in the hospitality sector

2015

Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable …

Service qualitybusiness.industryStrategy and Managementmedia_common.quotation_subjectHospitality industryLoyalty business modelHospitalityTourism Leisure and Hospitality ManagementLoyaltyCustomer satisfactionMarketingPsychologybusinessConsumer behaviourmedia_commonValuation (finance)International Journal of Hospitality Management
researchProduct

Logistics Service Quality and Technology Investment in Retailing

2009

The quality of physical distribution could be a source of differentiation and, consequently, provide a competitive advantage for the retailer. There is no consensus in the literature, however, on the components of logistics service quality, nor on the role of the retailer's investment in technology. In this context, the present paper aims at evaluating the major components of logistics service quality and technological investment, as well as analysing their impact on the results achieved by the store in terms of satisfaction and customer loyalty in different retailing sectors. As a result, we conclude that there is a need for the retailer to plan investment in technology applied to logistic…

Service qualitybusiness.industrymedia_common.quotation_subjectLoyaltyInformation technologyCustomer satisfactionQuality (business)BusinessMarketingInvestment (macroeconomics)Competitive advantagemedia_commonLoyalty business model
researchProduct

Scritti in onore di Pellegrino Capaldo

2014

La qualità dei servizi è stata riconosciuta come un rilevante aspetto caratterizzante la performance dell’azienda pubblica, analogamente alla capacità di operare secondo criteri di efficienza e nel rispetto dei vincoli di bilancio. Sebbene sia possibile riscontrare alcuni significativi casi di adozione di politiche di customer satisfaction nelle amministrazioni pubbliche italiane, a tutt’oggi il tema presenta significative criticità, specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare dette politiche nel sistema di programmazione e controllo delle aziende che erogano tali servizi. Il presente lavoro adotta una diversa prospettiva di analis…

Settore SECS-P/07 - Economia AziendaleQuality in delivering public services has been recognised as a major issue challenging performance in the public sector as well as the ability to operate effectively and within budget constraints. Empirical findings shown by the literature demonstrate that concrete efforts have been produced towards the evaluation and improvement of satisfaction levels of citizens and other Public Administration’s ‘customers’. However still today this issue portrays many unresolved criticalities particularly concerning the methodological approaches and operative tools to adopt in order to integrate ‘customer satisfaction’ programs with the wider organisational control system in each public administration. This paper adopts a non-conventional view of the ‘customer satisfaction’ concept. This is currently meant as a matter of social reporting or even statistical analysis based on the users’ perceptions on the level of provided services by a given (front office) unit in the public sector. Here an inter-institutional perspective is adopted with a view to map the overall value chain leading to the final product delivered to citizens or the community. Inside this chain tracking the underlying administrative products delivered by back-office units to their ‘internal clients’ in the public administration is recommended as a fundamental step to understand how to improve performance in satisfying citizens’ needs. This should also require a proper link between the administrative units’ goals and performance measures to the desired efficiency and effectiveness of processes leading to the attainment of administrative products providing the basis of the final services delivered to the private sector. Based on first empirical findings from field analysis in the Italian context the paper aims to outline an approach which could assist both politicians and managers to better assess and improve performance according to a customer satisfaction perspective.
researchProduct

The Revival of Indonesian Skin Care Brands

2020

Skincare business in Indonesia has been growing enormously in the last decade, with the coming of international brands and the struggling of local brands, to win the Indonesian customers. The aim of this research is to analyze the influence of country of origin to purchase decision through the brand image, and the impact of country of origin on customer satisfaction for local Indonesian skin care brands. As this research is using the quantitative approach, the data are collected by using questionnaires which are distributed to selected samples of 179 respondents. The respondents are chosen from the consumers of Indonesian brands of skin care products. The data are analyzed with SmartPLS sof…

Skin carecustomer satisfaction05 social sciencesAdvertisingCountry of originlanguage.human_languagecountry of origin imageIndonesianlcsh:Social Scienceslcsh:HBrand imagebrand image0502 economics and businesslanguage050211 marketingCustomer satisfactionpurchase decisionBusiness050203 business & managementSHS Web of Conferences
researchProduct

The impact of value co-creation on hotel brand equity and customer satisfaction

2019

Abstract Value co-creation with customers has emerged as a relevant topic at both academic and managerial level. Considering the positive outcomes derived from value co-creation, firms should learn how to properly manage this process which requires active customer involvement and this paper demonstrates that the level of customer participation (CP) depends to a large extent on their perception of how the hotel favours the process of value co-creation (CcV). Our model also proves the customer perception of the hotel's process of value co-creation has a positive impact on the hotel's brand equity (BE) whereas customer participation positively affects the customer's perceived value (PV). Addit…

Strategy and ManagementBusiness administrationmedia_common.quotation_subject05 social sciencesCustomer perceptionTransportationDevelopmentTourism Leisure and Hospitality ManagementPerception0502 economics and businessValue (economics)Co-creation050211 marketingCustomer satisfactionBusinessBrand equityCustomer participation050212 sport leisure & tourismTourismmedia_commonTourism Management
researchProduct