Search results for "Customer satisfaction"
showing 10 items of 140 documents
Exploring the relationship between co-creation and satisfaction using QCA
2016
Abstract Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.
Quality of consulting services and consulting fees
2015
Abstract This study explores whether consulting service clients' degree of satisfaction can explain differences in consulting service fees to the same clients. By monitoring factors having a relationship with consulting fees as well as consulting service quality attributes, this study notes that client satisfaction with consulting team positively and strongly affects consulting fees. A dimension of consulting client satisfaction, which is not a consulting service quality attribute, is the factor that better explains consulting service pricing. This satisfaction dimension may allow consultants to charge higher fees through higher leverage while setting prices during contracting process. Clie…
Antecedents and consequences of logistics value: And empirical investigation in the Spanish market
2010
Abstract In business practice and the academic study of logistics, the incorporation of concepts such as quality followed by value has been truly revolutionary. In addition, the use of information and communication technologies (ICT) has substantially modified the way inter-company relationships are managed. This has meant that logistics is no longer considered a routine, merely operational activity but a strategic variable which is a deciding factor in achieving customer satisfaction. There are, however, still a large number of companies which continue to ignore the differentiating potential of logistics and consider it to be a routine activity. Our contribution comes within the framework …
Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing
2017
Purpose 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 aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation. Design/methodology/approach The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core …
Value antecedents in relationship between tourism companies
2014
Purpose – In the context of relationship marketing, identifying the elements that contribute to creating value for companies has become essential for managing customer satisfaction and retention. The literature has focused on business-to-end consumer relationships and there are few contributions in the business-to-business context, especially in the tourism industry. The aim of this study is to analyze the process of relationship value creation between tourism companies from the more relevant antecedents proposed in the literature: relationship benefits, long-term orientation and attitude towards the main provider. Design/methodology/approach – A survey was conducted with 309 travel agency…
The impact of experiential consumption cognitions and emotions on behavioral intentions
2008
Purpose – The purpose of this paper is to examine cognitive and affective antecedents and consequences of satisfaction in the context of hedonic services.Design/methodology/approach – Two studies were conducted using hedonic services. The study sample was composed of 400 visitors to two types of leisure and tourism services (interactive museum, and theme park).Findings – The results indicate that the impact of satisfaction is not limited to loyalty; rather its effects extend to other behavioral responses such as consumers' willingness to pay more for the service. Moreover, exceeding pre‐purchase expectations amplifies consumers' on‐the‐spot behaviors such as souvenir purchases. The study fi…
How to build an e-learning product: factors for student/customer satisfaction
2013
Abstract The increasing use of web technologies has changed the way business is done, including in the field of education. In the last decade, the development of electronic learning ( e-learning ) systems became crucial to meet students’ demand. In this study, we adopt a relationship marketing perspective and apply the Kano Model to propose a way to build a non-academic e-learning course that can achieve student satisfaction. We measure the relevance of e-learning requirements from university students’ perspective to identify their expectations about e-learning courses and obtain relevant characteristics that can help to plan an e-learning product capable of achieving high customer satisfac…
The role of value in services: a study in a retail environment
2006
PurposeThis paper aims to underline the effects of shopping value on customer satisfaction and to determine its antecedent variables.Design/methodology/approachA qualitative survey through interviews with hypermarket customers was first carried out. It was followed by a quantitative study, carried out in two stages: 199 patrons were first interrogated in order to clarify the outlet characteristics scale. A second set of data was then collected (436 respondents). Factorial analysis, confirmatory factorial analysis and analysis of regression were conducted.FindingsThe last study results show that both utilitarian and hedonic values have an influence on satisfaction; they tend to indicate that…
Modelli concettuali e strumenti operativi per la valutazione e il miglioramento della «performance» nell’erogazione dei servizi pubblici in una prosp…
2014
La qualità dei servizi è stata riconosciuta come un rilevante aspetto caratterizzante la performance dell’azienda pubblica, analogamente alla capacità di operare secondo criteri di efficienza e nel rispetto dei vincoli di bilancio. Sebbene sia possibile riscontrare alcuni casi di customer satisfaction nelle amministrazioni pubbliche italiane, a tutt’oggi il tema presenta significative criticità, specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare tali valutazioni nel sistema di programmazione e controllo e nel più ampio sistema di controllo organizzativo delle aziende che erogano tali servizi. Il presente lavoro adotta una diversa prospett…