This paper examines the effects of customer familiarity (i.e. the number of previous consumption-related experiences) on a) expectations prior to the consumption of a service, b) performance perceptions after the consumption, and c) satisfaction after the consumption. Data collected in a...

This paper explores links between customer satisfaction, repurchase intentions, purchase behavior, and customer profitability with empirical data on attitudes, behavior, and profitability at the customer level of analysis. Purchase behavior and profitability data, derived from the accounting...

The main finding in this paper is that customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects customer satisfaction in an asymmetric way. Data from customers in the airline industry suggest that it is more difficult to obtain a high level of...

Research paper<br> Purpose<br> Despite the increased outsourcing of support services and their growing impact on the business industry, academic research on support services is not extensive. The purpose of this study is to examine the impact of support services on the satisfaction of end-users – i.e....

This paper presents a network model incorporating customer satisfaction into efficiency and productivity measures. The network consists of a production node and a consumption node and offers flexibility in modelling the production and consumption process. Allocation of input resources to...

Purpose – Although the influence of using multiple channels on customer behavior has been investigated, most of this research has focused on channel behavior within a single company. Customers however frequently have access to multiple providers amongst which they can choose to allocate their...

The overwhelming majority of research in marketing has treated commitment as a one or two dimensional construct and largely disregarded temporal effects when investigating the relationship between satisfaction, commitment and customer loyalty. This under-specification of the commitment construct...

This paper presents empirical evidence of the international integration of Swedish economic historians. Contrary to the claims of a recent national evaluation of the discipline, the Swedish shares of international publications and conference presentations are robustly below available...

Billions of euros are allocated every year to university research. Increased specialisation and international integration of research and researchers has sharply raised the need for comparisons of performance across fields, institutions and individual researchers. However, there is still no...