Search results for "Customer delight"
showing 10 items of 10 documents
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…
Retail IT and customer loyalty: The moderating role of customer age
2010
Information technology (IT) may represent a source of competitive advantage for retailers. Notwithstanding, there is debate in the literature about the way in which IT influences supplier–customer relationships. In addition, the conclusions regarding the influence of consumer age on attitudes towards the retailer's IT solutions have been mixed. This article proposes and tests a model for the influence of the retailer IT on customer loyalty towards the retailer, evaluating the role of consumer age as a moderator of this relationship. Our results provide evidence of the existence of a two-way positive influence of IT solutions on customer loyalty towards the retail store, that is, through att…
Customer relationship management: The evolving role of customer data
2013
Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to their inherent orientation towards selling more products to customers. The perspective on customer data usage needs to better address the strategic goal of serving customers. Consequently, the purpose …
Perceived value, customer attitude and loyalty in retailing
2008
Customer perceived value has a subjective nature, since it means an evaluative judgment. In the literature, it has been noted that the value received by the consumer has a number of components that together determine its significance. The literature has also highlighted the existence of a relationship between perceived value and customer attitude, considering this variable an important determinant of customer loyalty. This paper tries to analyse the influence of the major components of perceived value on customer attitude and loyalty in several retail activities.
Impact of Service Quality Dimensions on the Formation of Customer Value in B to B Services
2013
PurposeCustomer and value‐oriented business strategies are increasingly important in the context of business to business services. However, little is known about the construction of customer value of B to B services. Also the influences of specific dimensions of service quality on customer value are open to debate. This study aims to explore the construction of customer value of B to B services, and to examine how specific dimensions of service quality contribute to customer value.Design/methodology/approachThe research data consists of 90 questionnaires which were collected through the structured interview method among Finnish business organizations. Hypothesis testing was conducted throug…
The Impact of Brand Personality and Customer Satisfaction on Customer's Loyalty: Theoretical Approach and Findings of a Causal Analytical Study in th…
2003
For the past few years, companies within the telecommunication and media industry have been operating within the environment of digital convergence. Internet Service Providers especially are, therefore, confronted with a new competitive landscape, which is characterized by an increased complexity and dynamics. This development implies a need for change in the strategic alignment, a change away from transaction towards relationship orientation understanding loyal customers as an asset. In many different industrial and service providing sectors customer satisfaction is regarded as the key to customer loyalty. However, this relationship is influenced by several other variables, such as the con…
Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model
2006
International audience; Although customer satisfaction is recognised as a key driver for positive organisational outcomes, the nature and the role of the service attributes contributing to satisfaction are still misunderstood, and are most often evaluated by service quality dimensions. This study attempts to explore these attributes and their contribution to satisfaction in a sport service context using Llosa's Tetraclasse model which hypothesises that some service attribute weights are performance related whereas others are not. This application on a sample composed of 184 customers from five French health clubs indicated four satisfaction contribution types. The results suggest that the q…
Customer satisfaction as an antecedent of price acceptance: results of an empirical study
2001
The goal of this current study is to extend customer satisfaction research in two important ways. First, it attempts to demonstrate the relationship between customer satisfaction and price acceptance. Second, as Voss, Parasuraman and Grewal claim that only a small proportion of the existant satisfaction research focuses on services, we empirically analyze the relationship between customer satisfaction and price acceptance in the hotel industry. Finally, the implications of the study’s findings for research into purchasing patterns and pricing policy are discussed.
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
2017
Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…
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 …