Search results for "Customer"
showing 10 items of 387 documents
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…
Continuous mobile banking usage and relationship commitment – A multi-country assessment
2015
Although conducting banking transactions via mobile phones, smart phones and tablets has become popular in many countries, major gaps exist in our understanding of those who use this technology, particularly how experienced users perceive mobile banking. Drawing from the literature on mobile banking adoption, continuous usage behavior and post-adoption of technology behavior, the authors shed light on the nature of experienced mobile banking users’ relationship commitment (RC) with their bank and personal finances. The study reveals changes in commitment and shows that mobile banking offers substantial added value to users. Overall, this research will help managers better understand the imp…
Mobile banking and consumer behaviour: New insights into the diffusion pattern
2004
Technological advancement has challenged the providers of financial services; the very nature of selling and buying financial services has changed. Mobile devices are among the newest channels to conduct banking electronically. This paper focuses on studying diffusion and adopters of mobile banking services. Previous research has identified the typical characteristics of a potential adopter in the electronic services era; this paper explores some contradictory empirical findings drawn from a mobile banking survey. The results provide an indication of the characteristics of potential subsequent adopters of mobile banking, and of differences between user segments. Consequently, the authors ar…
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…
Supplier behavior and its impact on customer satisfaction: A new characterization of negotiation behavior
2019
Abstract Many questions of customer/supplier negotiation dynamics remain unanswered. One reason behind this is that most existing models do not entirely reflect the complex relationship between negotiation behavior and the attained outcome of the negotiation process, analyzing the former from a purely dichotomous perspective. This study examines supplier negotiation behavior and how it impacts the outcome (satisfaction) from the customer´s perspective, thereby proposing a new characterization of negotiation behavior. Our analysis is based on a case study of 21 customer/supplier negotiations carried out by four leading supermarket chains in Costa Rica. Evidence supports our proposal that in …
Alternative paths to high consulting fees: A fuzzy-set analysis
2016
Abstract Little research exists on factors that cause high consulting fees. This study examines what combinations of factors can generate the kind of competitive advantage that consulting firms can benefit from. Accordingly, this study performs a fuzzy-set qualitative comparative analysis (fsQCA) to ascertain whether consulting-client satisfaction explains differences in consulting fees and determine the conditions that lead to high consulting fees. This analysis suggests complex pathways driving companies' willingness to pay higher consulting fees. This methodological approach sheds new light on the relationship between combinations of conditions and high consulting fees. The set of condit…
Complaints management and bank risk profile
2015
Abstract This study investigates Spanish financial institutions' (FIs') propensity to amend and rectify errors deriving from complaints that financial services' users file with the Spanish regulator Complaints Service and how this propensity relates to FIs' risk profile. Under the theory that risk management system of a FI includes reputation risk, this study finds that FIs with higher amendment ratio are inefficient, have high liquidity, are highly profitable in the banking business and are sensitive to market risk while FIs that tend to rectify errors have lower loan loss provisions booked and have larger loan portfolios. Both tend to issue a sustainability report. Findings shed light on …
Relational Benefits, Value, and Satisfaction in the Relationships Between Service Companies
2015
In the context of relationship marketing, it is of great importance for a company to identify elements that contribute most to value creation and thus to customer satisfaction. Among the value antecedents are relational benefits. Although relational benefits have been widely studied in the field of tourism business-to-consumer relationships, they have so far received little attention in the context of relationships between companies. Therefore, this article aims to analyze empirically a model that reflects the influence of different types of relational benefits received by the customer on relationship value and the impact thereof on customer satisfaction in the context of relationships betw…
Analysing the fulfilment of service recovery paradox in retailing
2017
AbstractThe literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. In addition to this, scarce attention has been paid to service recovery in the context of retailing. This paper aims at verifying the compliance of the SRP in the context of retailing. Considering a sample of consumers that experienced a failure in the service delivered by a retailer and are very satisfied with the solution provided by the store employee, we test first the fulfilment of the SRP in the context of retailing. Secondly, we test the existence of significant differences in the customer satisfaction levels with the store before and after experiencing th…