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One of the most unexamined assumptions marketing firms have made in recent years is that satisfaction alone will guarantee customer loyalty. Our research questions this assumption. We explored the correspondence between customer satisfaction and loyalty, and found as many as half of the...
Persistent link: https://www.econbiz.de/10014905610
This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived...
Persistent link: https://www.econbiz.de/10014904894
Using data from the Survey of Consumers, this study focuses on consumer’s resolution efforts with credit card problems and the likelihood of “exiting” – that is, discontinuing the use of a given credit card or of the financial institution associated with the card. Among all households...
Persistent link: https://www.econbiz.de/10014905001
Purpose – The purpose of this paper is to examine cognitive and affective antecedents and consequences of satisfaction in the context of hedonic services. Design/methodology/approach – Two studies were conducted using hedonic services. The study sample was composed of 400 visitors to two...
Persistent link: https://www.econbiz.de/10014905203
Purpose – The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to their “best” customers; but after service failures, will they accept firms' offering better...
Persistent link: https://www.econbiz.de/10014905291
Purpose – Service firms constantly look for ways to differentiate their offering. Recently, personal values have emerged as a way to understand how customers fulfill deeper needs when consuming a service. This paper aims to examine how personal values operate in the evaluation of higher...
Persistent link: https://www.econbiz.de/10014905322
Purpose – This paper aims to examine the mediating role of attitudinal loyalty in the relationship between satisfaction and customer behavioral intentions such as willingness to pay more and internal and external complaining responses. It also seeks to examine the nonlinear effects in the...
Persistent link: https://www.econbiz.de/10014905333
Purpose – The loyalty literature has investigated the association between customer satisfaction and customer loyalty and revealed mixed results. Some studies have indicated that the relationship is linear, whereas others have found it to be non‐linear. This study examines the nature of this...
Persistent link: https://www.econbiz.de/10014905379
There has been considerable analysis of buyer‐seller relationship development within the services sector. While a lot of attention has been given to the processes by which relationships are developed, the subject of relationship deterioration is less well researched. Examines the impacts of...
Persistent link: https://www.econbiz.de/10014905601
Argues that the unidirectional measurement and evaluation of service quality in any specific service encounter is not enough in itself to understand the existing service quality between two actors in a dyadic service encounter. Therefore, a method is introduced for the express purpose of...
Persistent link: https://www.econbiz.de/10014905777