Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty,...

The retail and distribution industry in Botswana's deregulated economy is one of the largest and most difficult sectors in which to operate, mainly because of levels of competition amongst Botswana companies and the global competitive industry, in general. Hill (2000:539) postulates that...

This study examines multiple reference effects in customers’ service evaluation regarding dining experiences in restaurants. Specifically, the present study explores the antecedent role of three reference points: focal, other, self-based and satisfaction in the development of customer...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study...

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...

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2006.

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2007.

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2006.

Purpose: The purpose of this paper is to investigate the satisfaction consequences in repurchase situations. Design/methodology/approach: Online travel services are chosen because customers in these types of services had direct contact with firms. A conceptual model of CS-RPI link is developed...