Search results for "customer"

Introducing a sensemaking perspective to the service experience

2021

PurposeMost recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest for an in-depth understanding of the service experience. This study introduces a sensemaking perspective to the service experience and develops a conceptualization of how customers construct their experiences cognitively through sensemaking.Design/methodology/approachThe service experience literature is dominated by a focus on firms implementing service experiences for customers. This study, in contrast, investigates service experience and its …

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 mediating role of feelings of guilt in the relationship between burnout and the consumption of tobacco and alcohol

2014

Earlier studies have shown that feelings of guilt appear to be involved in the burnout process. However, the exact nature of the relationship between burnout, feelings of guilt, and tobacco and alcohol use is unclear. The purpose of this study was to analyze the role of feelings of guilt in the relationship between burnout and the consumption of tobacco and alcohol. Role conflict, Role clarity, and Feedback were included as predictors of burnout. The sample of this cross-sectional study consisted of 260 Chilean administration and customer service workers. Hypotheses were tested using a path model. The hypothesized model (i.e., Indolence to guilt to tobacco/alcohol use) showed an adequate da…

Transactions in Mobile Electronic Commerce

2000

With the development of global networking, invention of WWW, and proliferation of Internet-enabled computer hardware and software into homes and pockets, a huge customer base has been created for electronic commerce. It is rapidly expanding in USA and Europe and Japan are following the trend. So far, the development of E-commerce has happened in a rather unregulated way especially in USA, whereas in Europe the European Commission has been developing a regulatory basis mainly in form of directives. Currently (12/1999) they have not yet all been accepted and a major restructuring of the regulatory framework has also been planned. Another technological development is the rapid growth of mobile…

Quantifying and Processing Biomedical and Behavioral Signals

2019

The customer complaining behavior : why customers do not complain

2017

The field of the marketing has been under change since services gained attention under 1970s. The customer behavior and the relationship marketing gained it focus in the 1990s. At the same time, the need for understanding the customer complaining be-havior was noticed being vital for service management. This research is a response for the Tronvoll’s (2012) call for better understanding the customer complaining behavior. Especially, he called for investigation of what makes the customers act and behave in certain way. The intention of this study was to explore triggers, inhibits and motivators, which affect to the complaining behavior and explore the customer complaining behavior. The theore…

La Customer Satisfaction dei Servizi Bibliotecari Universitari. Uno Studio Empirico su Due Biblioteche Universitarie Italiane con il Modello di Kano.

2012

La presente ricerca analizza i servizi bibliotecari di due Facoltà italiane al fine di individuare i principali driver della customer satisfaction attraverso il modello di Kano. I risultati possono essere utili sia ai ricercatori che ai manager delle università per pianificare a livello strategico e operativo le azioni necessarie al miglioramento dell’offerta di servizi bibliotecari di ateneo.

Customer data collection infrastructure and Customer Experience Management:The SAQ Case Study

2017

Channel integration makes Customer Experience Management more complex and requires from retailers a regeneration of their value proposition. A longitudinal case study reveal a hierarchical sequence of operant resource triad: cultural mindsets, strategic directions for designing value propositions, and a dynamic system of capabilities for continually renewing customer experiences. The implementation of a customer data collection infrastructure, the adoption of an iterative and sequential innovation process, and the mobilization of cross-functional and multidisciplinary project teams, will help develop the firm’s dynamic system of capabilities.

Management of Litigants’ Satisfaction in their Quality of Legal Services’ Customers Provided by the Courts

2015

Abstract The quality of public services provided by the courts became one of the most important objectives in all developed countries. According to the current requirements, organizations must respond more promptly to the society’s needs and demands. The citizen / customer’s position and role became essential taking into consideration these changes and reforms, the quality of legal services depends on the user’s demands and expectations holding a strong subjective character. On the other hand, the quality does not apply solely to the final product, namely the court’s decision, but to all related activities carried out during the whole process, the way the citizens perceive all the adjacent …

Perceived value, customer attitude and loyalty in retailing

2008

Customer perceived value has a subjective nature, since it means an evaluative judgment. In the literature, it has been noted that the value received by the consumer has a number of components that together determine its significance. The literature has also highlighted the existence of a relationship between perceived value and customer attitude, considering this variable an important determinant of customer loyalty. This paper tries to analyse the influence of the major components of perceived value on customer attitude and loyalty in several retail activities.