Search results for "Custom"
showing 10 items of 488 documents
Logistics service quality: a new way to loyalty
2008
PurposeNow‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.Design/methodology/approachAfter reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacture…
Employees' overestimation of functional and relational service quality: A gap analysis
2005
This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A questionnaire format was used to measure both functional and relational service quality, as well as customers' loyalty. When comparing employee and customer perceptions, gaps potentially range from ‘overestimation’ (employees' perceptions are greater than customers' perceptions) to ‘underestimation’ (customers' perceptions are greater than employees' perceptions). In general, the results indicated that the em…
Under-over benefitting perceptions and evaluation of services
2016
Purpose– In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs over-benefitting (customers receive more than they invest) perceptions to customer service evaluations. The authors assess three competing hypotheses: maximization, fairness, and the asymmetric hypotheses.Design/methodology/approach– Linear and nonlinear relationships between under-over benefitting perceptions and service evaluations are examined following a test-retest approach. These relationships are investigated in four samples from two survey studies: hotels (Time 1,n=591; Time 2,n=512) and restaurants (Time 1,n=5…
La satisfacción del cliente como indicador de calidad en neurorehabilitación
2015
This paper tries to determine customer satisfaction degree from two perspectives: outsider customer (primary in patient and secondary in relatives) and insider customer (employee), being all of them indicators of quality of care in a neurorehabilitation centre. Results support clinician tendency of introducing patient satisfaction degree as an indicator, like effectiveness or efficiency, in order to value success treatment. This tendency allows to coordinate all actions in health care design in a such way that integrates professionals, patients and, in the case of a neurorehabilitation service, relatives perspectives.
Measuring Repurchase Intention on Fashion Online Shopping
2020
The internet has become one of many ways for consumers to shop. With the rapid development of internet connection, online shopping has become increasingly popular around the world. All forms of conveniences available through online businesses have lured consumers to switch from offline shopping to online slowly. This research emphasizes the influence of e-service convenience on customer satisfaction, perceived service value, and repurchase intention on fashion online shopping websites in Surabaya. The sample is taken from 115 Surabaya respondents. The sampling technique uses a non-random sampling technique. The analytical method used is the partial least square (PLS). The results show that …
IMPLEMENTING SERVICES IN PRICING DECISIONS TO ENHANCE THE CUSTOMER RELATIONSHIP — A FRAMEWORK FOR PRICE SETTING
2008
AbstractThis study develops a pricing framework that focuses on relationship-building — a factor that has been largely ignored in the pricing literature. First, a case-study method has been employed to better understand how a production-oriented company sets prices for its products. Then a framework has been developed which incorporates the service component in the pricing equation. The results of this research suggest that factoring in the price for services offered can enhance relationship management, thus having a positive impact on the company's business performance.
Contrasting Internationalization Paths of Product- and Service-oriented Software Firms
2019
The internationalization of software firms has been widely researched topic over the last two decades. However, the most of the studies have treated software firms as a homogeneous group, ignoring the fact that software firms actually differ greatly in terms of having either a product or a service orientation. Based on earlier literature, we hypothesized that software product firms would show a tendency to internationalize earlier and at a smaller size than software service firms, and that product firms would show a greater tendency to target countries that are both geographically and culturally distant. In fact, we found no support for most of our hypotheses, with relatively strong and sta…
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.
The Structure and Formation of Customer value in B-to-B Services
2017
This study investigates the hierarchical construct and the formation of customer value of b-to-b services. In-depth understanding of the construction of customer value and the effects of service quality on customer value are the key to effective development of b-to-b services. This quantitative study was conducted through the structured interview method among Finnish business organizations in early 2009. The data consisted of 90 qualified questionnaires. The customer value of b-to-b services was found to be composed of attribute and consequence levels. The dimensions of service quality influenced to differing degrees the formation of the attribute and consequence levels of the customer valu…
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...