Search results for "Customer satisfaction"
showing 10 items of 140 documents
The Current and Future Role of Carsharing in Palermo: Analysis of Collected Data and Results of a Customer Satisfaction Survey
2018
In recent years many cities, both in Italy and abroad, have adopted Sustainable Urban Mobility Plans, in which one of the key action is the developing of the sharing mobility. The aim of the paper is to define the role that carsharing plays in Palermo today and it will play in the future, thanks to the adoption of new strategies, such as the introduction of the free-floating system, and transport demand orientation policies, such as the increase in the parking fees for private cars or the expansion of the ZTL. The average user profile of carsharing in Palermo has been identified through a customer satisfaction survey and the potential demand of carsharing in Palermo has been studied using G…
(Im)politeness in Service Encounters
2017
This chapter examines sociopragmatic research on commercial service encounters. It offers a precis of the studies that have utilised service encounters as a vehicle to examine (Im)politeness manifestations. It addresses the methodological advantages of the service encounter as a relatively formalised interactional site in which sociability and efficiency are managed, hence as a locus for the emergence of (Im)politeness orientations. The chapter traces the evolution of (Im)politeness research and discusses the complexities of capturing (Im)politeness practices in transformation: from face-to-face and telephone-mediated encounters to newer communicative arenas resulting from technological adv…
Strategic analysis of transit service quality using fuzzy AHP methodology
2013
Customer satisfaction analyses are deeply based on customers' judgments and as consequence, they can be characterized by a certain degree of uncertainty generally ascribed to coexistence of three relevant aspects: vagueness, imprecision and subjectivity. In the present paper, a methodology able to handle such uncertainty, based on the ServQual discrepancy paradigm and that uses in combined manner the AHP method and the Fuzzy Sets Theory is proposed in order to overcome limitations of the traditional service evaluation approaches. Subsequently, by considering the Italian public transit service sector, a service quality analysis is conducted and the overall transit service quality structure i…
Indagine di Customer Satisfaction condotta dall'Ufficio Relazioni con il pubblico (URP) dell'Azienda Ospedaliera Policlinico (AOUP) "Paolo Giaccone" …
2011
Competitive intelligence embeddedness: Drivers and performance consequences
2019
Abstract The proliferation of Web-based information sources and social media draw firms' attention to these channels as sources of competitive intelligence (CI). To date, research has focused mainly on information collection techniques rather than on CI uses and its influence on firm performance. We define CI embeddedness as the extent to which management and employees incorporate CI in daily routines, so that actionable knowledge is transferred throughout the organization. A survey of 124 decision makers reveals positive impact of Web CI sources as well as alliances with information providers on CI embeddedness. Furthermore, while CI embeddedness shows no direct influence on firms’ perform…
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…
Enhancing strategy design and planning in public utilities through “dynamic” balanced scorecards: insights from a project in a city water company
2008
In the last decade there has been an increasing effort to provide public utilities managers with planning and control tools, to take into account not only operational but also strategic issues. Among them are customer satisfaction, internal business process efficiency, business image, and bargaining power against other counterparts (e.g., the municipal administration). Often, however, such an effort has been oriented to generate a large volume of data, focused only on financial indicators and on a static view of the relevant system. This paper shows how the use of “dynamic” balanced scorecards can significantly improve the planning process in a strategic learning perspective. Insights from …
Role of Marketing and Technological Innovation on Satisfaction and Word of Mouth in Retailing
2017
Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work analyses innovation in retail experiences from two aspects—marketing innovation and technological innovation—to understand the role it exercises in satisfaction and subsequent recommendation. For that purpose, our objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word of mouth through three core constructs: store image, consumer value, and …
Effects of Corporate Social Responsibility perception on consumer satisfaction with the brand
2016
Abstract Using two different studies we assess under what conditions Corporate Social Responsibility (CSR) affects consumer satisfaction. In the first study, based on the American Customer Satisfaction Index, and a content analysis of CSR initiatives reported by 65 US companies, findings show a positive direct relationship between CSR and customer satisfaction with CSR training and environmental initiatives, but a negative direct relationship between CSR corporate communication initiatives and customer satisfaction. The second study, through an empirical study based on an online survey of consumers, points to a positive relationship between CSR and customer satisfaction. Our findings sugges…
La Customer Satisfaction dei Servizi Bibliotecari Universitari. Uno Studio Empirico su Due Biblioteche Universitarie Italiane con il Modello di Kano.
2012
La presente ricerca analizza i servizi bibliotecari di due Facoltà italiane al fine di individuare i principali driver della customer satisfaction attraverso il modello di Kano. I risultati possono essere utili sia ai ricercatori che ai manager delle università per pianificare a livello strategico e operativo le azioni necessarie al miglioramento dell’offerta di servizi bibliotecari di ateneo.