Search results for "CUSTOMER SATISFACTION"
showing 10 items of 140 documents
Rationality, participation and results: the case of the European excellence model in a Spanish services context
2011
The study of the simultaneous effect of employee participation and rationality on organisational results by companies applying the EFQM Excellence Model has been scarcely developed in the literature. Trying to fill this gap, this paper empirically studies the relationship between participation and rationality with organisational results in a sample of Spanish firms applying this model. The case of service firms has been of utmost importance in this study. The study findings reveal that both rationality and participation are indirectly related to key organisational results, though this indirect effect is not present in the case of service firms. This paper encourages the use of the EFQM mode…
Managing satisfaction in cultural events: Exploring the role of core and peripheral product
2017
1.INTRODUCTIONSatisfaction is a key concept within the marketing discipline and specifically within the area of consumer behaviour. Satisfaction in the arts is mostly derived from a combination of three elements: the subjective and experiential aspects of the cultural product, the quality of the venue and the quality of the associated peripheral services (Hume, 2008a). According to this author, studies on satisfaction with cultural events are key to understanding customer motives to repurchase subscription which can increase the arts organization's profitability, this being a main goal of the currently complex entertainment arena.This study focuses on satisfaction among visitors of an art e…
Insights on integrated marketing communications: implementation and impact in hotel companies
2015
Purpose – The purpose of this paper is to provide insights on integrated marketing communications (IMC) by empirically examining the concept in a new context, that is hotel companies, and comparing its implementation and impact in Italian and Croatian hotels. Design/methodology/approach – The study uses survey methodology to assess IMC, approaching managers and guests in high-quality hotels. Findings – From the manager’s point of view, both Italian and Croatian hotels show a high level of IMC implementation and significant differences regarding some items. From the guest’s point of view, significant differences are obtained between the two hotel groups. In addition, IMC is found to influen…
Fostering Sustainable Organizational Development Through Dynamic Performance Management
2016
This chapter outlines a conceptual and methodological framework to support organizational policy makers in managing and assessing performance within the perspective of sustainability. It analyzes the role of SD to enhance P&C systems so as to both manage performance and foster sustainable development.
Satisfaction with and reliability of in-hospital video-EEG monitoring systems in epilepsy diagnosis – A German multicenter experience
2021
OBJECTIVE: To analyze satisfaction with and reliability of video-electroencephalography-monitoring systems (VEMS) in epilepsy diagnostics.; METHODS: A survey was conducted between December 2020 and January 2021 among German epilepsy centers using well-established customer satisfaction (CS) and quality assurance metrics.; RESULTS: Among 16 participating centers, CS with VEMS was low, with only 13% of customers actively recommending their system. Only 50% of users were satisfied with the overall performance of their VEMS, and a low 18% were satisfied with the manufacturer's customer service. User interface, software stability, lack of regular updates, and missing customer-oriented improvement…
Total Quality in a Serial Industry - The Concept of a Closed-Loop in a Total Autonomous Flow
2021
The scientific paper presents a study on the practical perspectives to achieve the ideal “Zero defects” in the automotive industry. The concept of “Zero defects” is a desideratum of all quality managers that can lead to a final goal represented by total customer satisfaction. Quality assurance is necessary in the automotive industry and occurs as a tool by which any organization can achieve a place as competitive as possible in the competitive market. The closed-loop concept emerges as the final solution for achieving the “Zero Defects” ideal. The closed-loop concept encapsulates automation, communication, artificial intelligence, and systematization applied to industrial equipment. The res…
Limitations of Cross-Cultural Customer Satisfaction Research and Recommending Alternative Methods
2004
SUMMARY Cross-cultural research in tourism is receiving increasing attention from academics. Little, however, has been done with regard to the assessment of cultural differences in tourist satisfaction. Research in tourism marketing has recognized the need for further research in cross-cultural satisfaction research, and specifically, in equivalence issues regarding the measurement of tourist satisfaction. Consequently, the aim of this conceptual paper is to focus attention on the importance of exploring cross-cultural differences in customer satisfaction research. The principal contributions are three-fold: (1) to emphasize the significance of exploring cross-cultural differences while att…
Perceived quality and satisfaction with tourist services: theoretical considerations and measurement challenges.
2017
The quality of tourist services is frequently analysed and measured in terms of perceived quality (PQ). As PQ is the subject of evaluations based on one or more tourist experiences, there are areas that overlap with consumer satisfaction (CS), although the two constructs can be logically distinguished. Specific proposals have been made for the measurement of the PQ and CS in the tourism field, although there may be some drawbacks when technical solutions do not take into account the logical and ontological assumptions of the measurement process.
Encuentro de servicio, valor percibido y satisfacción del cliente en la relación entre empresas
2005
Irene.Gil@uv.es Gloria.Berenguer@uv.es La literatura en marketing de servicios ha argumentado que el proceso de servicio puede ser el antecedente más importante de la evaluacióm del cliente sobre el resultado del servicio y que en ese juicio evaluativo último, el valor del servicio adquiere un papel esencial. Sin embargo, la naturaleza de este proceso de formación no ha sido extensamente estudiada, especialmente, en un contexto de relación interorganizativa. El presente estudio intenta contribuir al conocimiento de cómo el encuentro de servicio y el valor del servicio, contribuyen a aumentar la satisfacción del cliente. El trabajo explora la relación entre ambos, analizando el caso de una o…
Servisa kvalitātes ietekme uz klientu apmierinātību sabiedriskās ēdināšanas industrijā Kazahstānā un Latvijā
2018
Maģistra darba mērķis ir noskaidrot kvalitātes kontroles nozīmi kā sastāvdaļu, kas ietekmē klientu apmierinātību sabiedriskās ēdināšanas industrijā starptautiskajā biznesā, kā arī izpētīt galvenos starptautiskā biznesa neveksmes iemeslus, nodrošinājot vienādu pakalpojumu kvalitātes līmeni starptautiskās filiālēs, lai apmierinātu savus klientus. Šis maģistra darbs koncentrējas uz Costa Coffee uzņēmējdarbību, kā piemēru kvalitātes kontroles un klientu apmierinātības aprēķinam. Kompānijas izvēle balstījās uz 3 iemesliem: 1. Starptautisks uzņēmums Costa Coffee darbojas 31 valstī, tajā skaitā arī Latvijā un Kazahstānā; 2. Maģistra darbs…