Search results for "Satisfaction"
showing 10 items of 1427 documents
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 …
The Cross-Level Moderation Effect of Resource-Providing Leadership on the Demands—Work Ability Relationship
2021
Employees in female-dominated sectors are exposed to high workloads, emotional job demands, and role ambiguity, and often have insufficient resources to deal with these demands. This imbalance causes strain, threatening employees’ work ability. The aim of this study was to examine whether resource-providing leadership at the workplace level buffers against the negative repercussions of these job demands on work ability. Employees (N = 2383) from 290 work groups across three countries (Germany, Finland, and Sweden) in female-dominated sectors were asked to complete questionnaires in this study. Employees rated their immediate supervisor’s resource-providing leadership and also self-reported …
Is it all about consumer engagement? : Explaining continuance intention for utilitarian and hedonic service consumption
2020
This paper compares the explanatory power of consumer engagement (CE) regarding service continuance intention with the variables of attitude (utilitarian and hedonic) and satisfaction. Survey data were collected from users of mobile music (n = 596) and mobile parking (n = 297) services. The partial least squares method was applied to analyze the data. In line with expectations, the findings show that attitude and satisfaction are superior drivers of service continuance intention compared to CE when service is used for utilitarian reasons. In contrast, when service consumption is driven by hedonic reasons, CE is a stronger driver than satisfaction. However, no evidence for the superiority of…
Employee Satisfaction Measurement – Part of Internal Marketing
2012
Since 1980 service companies have realized that standards and technology are essential for the successful implementing of the adopted strategy, but not enough. Without employees with the proper attitude, knowledge and skills, strategy can not generate the desired results. Great service companies highlight that employees (front-line employees) are responsible for the implementation of the service strategy, their satisfaction and loyalty having a direct and strong influence on the satisfaction and loyalty of the customers. In this context, this paper aims to highlight the importance of employees in delivering reliable services, as well as how to measure employee satisfaction levels. Regarding…
Constraint qualifications and Lagrange multipliers in nondifferentiable programming problems
1994
In this paper, we present several constraint qualifications, and we show that these conditions guarantee the nonvacuity and the boundedness of the Lagrange multiplier sets for general nondifferentiable programming problems. The relationships with various constraint qualifications are investigated.
Exact and Approximate Algorithms for Two–Criteria Topological Design Problem of WAN with Budget and Delay Constraints
2004
This paper studies the problem of designing wide area networks (WAN). In the paper the two-criteria topology assignment problem with two constraints is considered. The goal is select flow routes, channel capacities and network topology in order to minimize the total average delay per packet and the leasing cost of channels subject to the budget constraint and delay constraint. The problem is NP-complete. Then, the branch and bound method is used to construct the exact algorithm. Also the approximate algorithm is presented. Some computational results are reported. Based on computational experiments, several properties of the considered problem are formulated.
Decision Support Systems Based on CLP Approach in SMEs
2006
The paper focuses on a selected class of decision problems related with the production flow planning in SMEs, particularly in new production orders. Verification of orders gives a possibility to evaluate whether resources capacity of a manufacturer is balanced with the orderer's requirements. The class of decision problems under analysis is included in the scope of organizational production preparation and can be naturally determined by available CLP (Constraint Logic Programming) tools. The approach proposed in the paper is based on establishment of an interface which facilitates its task oriented use. The system has been presented on the basis of a sample order execution in a manufacturer…
La calidad percibida de los servicios deportivos : diferencias según instalación, género, edad y tipo de usuario en servicios náuticos
2008
En el ámbito de la gestión deportiva, la calidad de los servicios deportivos y la satisfacción de los usuarios es un área de gran desarrollo. Este trabajo pretende determinar el grado de calidad percibida en unos servicios deportivos de carácter público como son unas escuelas de actividades náuticas. Para ello se analizaron 2375 usuarios de estas escuelas que contestaron un cuestionario sobre calidad de servicio percibida y satisfacción con el servicio recibido. La escala de calidad percibida utilizada determinó diez dimensiones de calidad: las clases, el tiempo libre, el entorno náutico, los horarios, la comida, el material náutico, la comida complementaria, la conserjería, la limpieza y l…
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…
The Social Side of Consumerism
2014
In the old consumerism paradigm there has been a clear cut distinction between business organizations (producers) and customers (consumers). The advent of Social Software Platforms (SSP), such as online social networks, is destabilizing this duality. SSP provide business organizations with the infrastructure to extend beyond organizational boundaries and establish network ties with their customers with the purpose to include the customer in the value creation process. The chapter reports on the findings of a mixed-methods study. The study describes how major German airports profit economically from online consumerism, i.e. collaborative conversation with passengers, while focusing on the SS…