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...

Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is...

High-speed internet or broadband internet, typically contrasted with dial-up access over a modem, is now an important access option for internet users for both work and everyday usage. As a result, the availability of high speed internet access is considered by international organisations to be...

This paper assesses International Joint Venture (IJV) marketing performance in the Republic of Thailand, as opposed to general business performance. Furthermore, the paper develops an objective measure to assess IJV marketing performance and compares two different types of measures for measuring...

This study examines whether client satisfaction can help explain cross-sectional variation in Big 6 audit fees paid by Fortune 1000 clients. After controlling for other factors related to audit fees (including audit quality attributes), client satisfaction with the audit team is positively...

A study's purpose was to investigate the relationship among client satisfaction, attributes of audit quality, auditor change, and controller work experience. To address this purpose, controllers of Fortune 1000 companies were asked to evaluate their existing auditor on each of 12 dimensions of...

An application service provider (ASP) is a business model providing information technology (IT) enabled solutions to customers over the Internet. Utilizing an ASP model, small and medium-sized enterprises (SMEs) can acquire affordable IT solutions. Korea Telecom (KT), a leading IT company in...

Abstract: Purpose ? The purpose of this paper is to examine how the perception of price-value tradeoff is related to overall satisfaction, purchase intention, word-of-mouth advertising, and actual repurchase behavior. Design/methodology/approach ? Data on subscribers and single ticket buyers of...

This study examines Customer Perceptions of services rendered by Pick 'n Pay Waterfront employees. The main objectives of this study include the following: To define customer services within a supermarket environment; To determine how Pick n Pay (PnP) employee achieve customer satisfaction...