Search results for "Customer satisfaction"
showing 10 items of 140 documents
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…
Identifying potential sources of value in a packaging value chain
2013
Purpose – The purpose of this paper is to propose a process approach for identifying potential sources of customer value of a package in a packaging value chain and illustrate the approach through interview data. Design/methodology/approach – The proposed process approach is a synthesis of customer value theories presented in marketing literature and packaging functions presented in packaging-related literature. Packaging value chain members were interviewed to illustrate the critical packaging-related processes among their business processes and to reveal value in the level of packaging attributes and packaging functions/consequences in use situations. Findings – Interviews with packaging …
Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships
2008
Physical distribution quality can be considered as a differentiation factor and, in this way, as a source of competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how it might be influenced by technological solutions. The present paper aims at identifying the main antecedents of logistic service quality, examining the influence of technology on logistic service quality and analysing its effects on firm results in terms of customer satisfaction and loyalty in different levels of the marketing channel. The proposed structural equations model is tested empirically in two different samples: 400 consumers and 304 distributors. For both samples, technology as…
Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural comparison
2007
Customer value and customer satisfaction are pivotal but at the same time elusive concepts in services marketing theory. This paper focuses on discussing the relationship between these two concepts. We propose operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services-value construct. A multitrait-multimethod design is used to test the robustness of the operationalization. Furthermore, a cross-cultural data set is used to explore country influences using confirmatory factor analysis and structural equation models. Results indicate that the measurement construct is robust and useful in country-comparative studi…
Does size matter? Entrepreneurial orientation and performance in Spanish sports firms
2016
The entrepreneurial orientation (EO) of firms is the subject of current research in the fields of management and business. However, analyses on this subject in sport companies are lacking. This study analyzes the relationship among EO, firm size, and business performance of Spanish sports service firms. The study analyzes EO as a multidimensional construct (with proactiveness, innovation, and risk-taking dimensions), and business performance considering self-perception (perceived customer satisfaction, perceived market effectiveness, and perceived financial performance) and financial indicators (ROI). The firm size follows the EU's directive for the classification of micro, small, medium, a…
Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?
2019
Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfacti...
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
2022
The literature offers valuable insights into various aspects of service recovery and service outcomes. However, the available findings are limited relative to the size of the ever-expanding service economy. In particular, past studies have left more granular nuances of the association between service recovery strategies and service outcomes, such as the mediating role of forgiveness or the valence of forgiveness, under-explored. Recognising that an improved understanding of recovery from failures is crucial for sustaining positive customer–brand relationships in the service economy, the present study investigates the mediating effect of the valence of forgiveness (both exoneration and resen…
Market orientation, trust and satisfaction in dyadic relationships:a manufacturer‐retailer analysis
2003
This paper studies the relationships between the manufacturer's market orientation behaviours and the distributor's trust in the relationship and satisfaction with it. It also analyses the effect of the distributor's trust on his/her satisfaction. Following a review of the literature, three alternative models of relationships between trust and satisfaction are compared. For this purpose the article presents the results of a study of the Spanish ceramic industry. These establish that the effect of the manufacturer's market orientation on the distributor's trust and on its satisfaction with the relationship is different depending on which dimension is considered. The model that best fits the …
The effect of market orientation on dependence and satisfaction in dyadic relationships
2005
Purpose – This paper seeks to examines the effect of manufacturer market orientation on distributor dependence and satisfaction with the relationship, and to analyse how this dependence affects distributor satisfaction, with specific reference to the Spanish ceramic tile industry,Design/methodology/approach – Two parallel sets of individual interviews with a total of 222 manufacturers and distributors were conducted by a private research institute. They yielded 179 dyads of interaction. Market orientation, dependence and satisfaction were measured by five‐point Likert scales. The data were used to test 11 hypotheses by structural equation modelling.Findings – Analysis of the findings sugges…
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…