Search results for "Satisfaction"
showing 10 items of 1427 documents
New Challenges of Economic and Business Development – 2012 : Conference Proceedings (May 10 - 12, 2012, Riga, University of Latvia)
2012
Support for Conference Proceedings by ERAF Project "Support for the international cooperation projects and other international cooperation activities in research and technology at the University of Latvia" No. 2010/0202/2DP/2.1.1.2.0/10/APIA/VIAA/013
ANÁLISIS DEL COMPORTAMIENTO DE QUEJA DEL CONSUMIDOR: UNA INVESTIGACIÓN EXPLORATORIA EN EL CONTEXTO DE LOS RESTAURANTES /
2008
RESUMENEl objetivo de este trabajo es analizar la contribución que tiene una serie de determinantes en el comportamiento de queja con el fin de identificar la combinación que mejor explica las respuestas de queja, a terceras partes y privadas. Utilizando el contexto de los restaurantes y la metodología basada en modelos de regresión múltiple (método secuencial de estimación paso a paso), los resultados más relevantes indican que la probabilidad de éxito de la queja es la variable que mayor influencia tiene sobre las respuestas de queja, mientras que es el nivel de insatisfacción en el caso de las respuestas privadas.ABSTRACTThe aim of this paper is to analyze the contribution that a set of …
The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases
2007
PurposeThis paper aims to link conceptually the concepts of price fairness and customer satisfaction and empirically demonstrate the influence of perceived price fairness on satisfaction judgments. Further, it seeks to examine specific factors that influence fairness perceptions including price perception and consumer vulnerability.Design/methodology/approachThe study is conducted in the context of automobile purchases in major German car dealerships. Based on a theoretical conceptualization of the constructs and an empirical pretest, 246 car buyers were surveyed and their fairness perceptions and satisfaction judgments with the car buying process measured.FindingsThe research shows that pr…
The impact of IT applications on customer satisfaction: some new perspectives in the supplier-retailer relationships
2010
The widely-reported advantages of information technologies (IT) in business processes have driven companies to devote important financial resources to IT solutions. However, academics suggest that investment in IT should be carefully assessed and restricted to what is strictly necessary. In this line, this paper aims at analysing the relationship between the customer perception about the IT intensity of use by its main provider and customer satisfaction with the provider's IT solutions as well as the existence of differences across activity sectors. For a sample of retailers of four different industries – i.e., grocery, apparel, electronics and furniture – results support the existence of s…
Customer satisfaction as an antecedent of price acceptance: results of an empirical study
2001
The goal of this current study is to extend customer satisfaction research in two important ways. First, it attempts to demonstrate the relationship between customer satisfaction and price acceptance. Second, as Voss, Parasuraman and Grewal claim that only a small proportion of the existant satisfaction research focuses on services, we empirically analyze the relationship between customer satisfaction and price acceptance in the hotel industry. Finally, the implications of the study’s findings for research into purchasing patterns and pricing policy are discussed.
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…
Managing relationships between tourism companies and their suppliers: An approach beyond classical variables
2023
This paper addresses the study of the antecedents and consequences of satisfaction of a company with its main supplier from different variables highlighted in the literature. Specifically, the objective is to analyse the effect of trust, commitment and switching costs on satisfaction, as well as the effect of this satisfaction on co-creation of value, continuity of the relationship and Information and Communication Technology coordination. To achieve this goal, a structural equation model was estimated with a sample of 256 tourist agencies. The results confirm the proposed relationships to explain the satisfaction process. The trust of the tourism company with its main supplier is the main …