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Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash; … - 2004

The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated in the literature. This research investigated two models involving the linkages between service quality, satisfaction, perceived value, repurchase intention and willingness to...

Persistent link: https://www.econbiz.de/10009484485

Understanding the Interfaces: How Ocean Freight Shipping Lines Can Maximize Satisfaction

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2002

Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing...

Persistent link: https://www.econbiz.de/10009484488

Business to Business Marketing: Service Recovery and Customer Satisfaction Issues with Ocean Shipping Lines

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2000

The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as...

Persistent link: https://www.econbiz.de/10009484489

Testing the SERVQUAL Scale in the Business-to-Business Sector: The Case of Ocean Freight Shipping Service

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 1999

freight services. Based on a survey of a cross-sectional sample of 114 business organisations in Singapore, which regularly … can only be applied with caution in business-to-business marketing. Implications and future directions for research are …

Persistent link: https://www.econbiz.de/10009484490

Finding the Sweet Spot: A Two Industry Study Using the Zone of Tolerance to Identify Determinant Service Quality Attributes

Durvasula, Srinivas; Lobo, Antonio; Lysonski, Steven; … - 2006

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Persistent link: https://www.econbiz.de/10009484549

Service Encounters: The Missing Link Between Service Quality Perceptions and Satisfaction

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2005

Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those factors that affect service satisfaction. Extant research in the service sector reveals two important determinants of service satisfaction. One is service quality, and the other is the service...

Persistent link: https://www.econbiz.de/10009484550

The impact of emotional intelligence skills to entrepreneurial business success

Ristovska, Natasha; Blazheska, Daliborka - In: UTMS Journal of Economics 12 (2021) 2, pp. 171-185

Business leaders are playing entrepreneurial roles in the process of decision making. As entrepreneurs, they are … expectations of their target customers, and business leaders with high emotional intelligence can create quality interpersonal … relationships and enhance employees' motivation. As a result, business success can be achieved, operating performance can increase …

Persistent link: https://www.econbiz.de/10014465765

The influence of COVID-19 pandemic on the global business trends and management practices

Ristovska, Natasha; Blazheska, Daliborka; … - In: UTMS Journal of Economics 14 (2023) 2, pp. 144-159

COVID-19 has had a significant impact on the global economic activities. Businesses entities experienced the disruption of their normal operations. The dynamic nature of modern working conditions and the pivotal role of change management approaches in navigating this complexity is analysed....

Persistent link: https://www.econbiz.de/10014465855

Terrorism and Business

Frey, Bruno S. - 2007

here argued that they not only apply to society as a whole but can also usefully be applied by business enterprises. …

Persistent link: https://www.econbiz.de/10012168270

Research on Well-Being: Determinants, Effects, and its Relevance for Management

Frey, Bruno S. - 2017

Empirically orientated happiness research provides valuable and new insights to both business and political economics … well-being provides crucial insights for economic and social policy as well as for business economics considering aspects …

Persistent link: https://www.econbiz.de/10012168488