In the highly competitive health care market, corporations need to develop successful new services that meet the needs of customers. This is a complex system consisting of many actors and interest groups, and while there are many development opportunities, they seem in many cases dispersed and...

This short analysis presents perspective and a holistic method for approaching and measuring customer satisfaction. The Balanced Critical Factor Index (BCFI) method is a measurement tool to indicate which attribute of a business process is critical and which is not, based on the experience and...

Purpose: Habit is treated as a construct of marginal focus on attitude, and in particular on the expectancy-value perspective, as antecedents of behavior. In online business context, repeat purchase behavior of customers is critical for the prosperity and survival of online stores; the habitual...