Search results for "Customer satisfaction"

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 …

Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice1

2006

This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and manage…

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…

When buyers also sell: The implications of pricing policies for customer satisfaction

2002

In certain purchase situations, such as when a new car is purchased and an old vehicle is traded in, individuals simultaneously play the role of buyers and sellers. It is interesting to observe that, when evaluating the purchase and selling prices of the new and old products respectively, such consumers often fail to behave rationally. For example, a discount on the price of the new commodity and an equivalent markup on the old product will be weighted differently. This empirical phenomenon can be analyzed with the aid of the prospect theory - an approach based on the descriptive decision theory. This theory facilitates the elaboration of decision-making rules for determining the optimum pu…

Key Predictors of Customer Loyalty for Facebook Brand Pages. Empirical Research on Social Media Marketing

2018

The new marketing practices and developments have had incredible impact on consumers’ purchasing process and information-acquisition process, and most notably, social media is changing marketing. The research setting for this paper refers to consumer behavior on social media services, particularly Facebook and consumers’ interactions with brands on this social platform. Through this research, we examine which consumer behavior concept has a higher impact in generating loyalty for the brands consumers interact with on Facebook. Using Automatic Linear Modeling, we forecast and model a target variable (namely, consumer loyalty) based on linear relationships between the target variable and its …

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…

Indagine di Customer Satisfaction condotta dall'Ufficio Relazioni con il pubblico (URP) dell'Azienda Ospedaliera Policlinico (AOUP) "Paolo Giaccone" …

2011

Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung

1999

Traditional elements of competitive differentiation are declining. As industries and firms worldwide face increasing competition, slower growth rates, and price pressures, greater attention is being placed on customer satisfaction. However the research in satisfaction never consider alternatives, when customer satisfaction is formed. It has been the approach of this paper to present an extension for this circumstance. Therefor the regret theory, a diversion of the expectation utility theory, is used to explain the phenomena. According to this theory, each outcome has associated with it the evaluation of the difference between the outcome and the outcome that would have been received had a d…

Dazing Diversity: Investigating the Determinants and Consequences of Decision Paralysis

2012

This article makes new contributions to the assessment of negative effects on consumer choice behavior due to high product variety by (1) developing a holistic framework to identify the determinants and, for the first time, consequences of decision paralysis; (2) introducing a novel construct, namely, tendencies toward paralysis, that refers to the extent of decision makers’ preference (a) to maintain the status quo, (b) to omit, and/or (c) to delay choice, as well as providing an appropriate measurement model incorporating these three dimensions of decision paralysis that previously have been analyzed only separately; and (3) analyzing potential moderating effects of decision makers’ predi…

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…