Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...

The present survey was conducted to determine “Effect of customer relationship management on customer satisfaction with regard to moallem insurance company in Isfahan province". This survey was conducted using descriptive-field study. Statistical population of the present survey included all...

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...

Purpose – The United Kingdom Financial Services Authority's treating customers fairly initiative has drawn attention to a current trend that involves regulators using regulatory principles to enhance the relationship between financial institutions and customers. The term corporate fairness is...

The face of the workplace has changed dramatically over the past decade and most organisations have to survive in a fiercely competitive global economy. The impact of the competitive changes, especially in the service environment has become critical and quality service is considered an essential...

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...

In the restaurant business, customer satisfaction can be linked directly to restaurant sales; thus, it is important to identify which perceived quality factors more strongly affect customer satisfaction or dissatisfaction. The purpose of this study was to find differences between satisfied and...

Purpose: This paper aims to model the effect of advertising spending on brand loyalty by examining the simultaneous effects of advertising spending, store image, perceived quality and satisfaction on brand loyalty. Design/methodology/approach: A proposed model is compared with three competing...