failure and satisfaction with service recovery are used to design a new scale. Primary data is collected in two separate …

In today’s competitive retailing landscape consumer satisfaction and loyalty have been key issues on the mind of many a … marketer. With the growth of e-retailing, buyers and sellers have evolved; the traditional goals of satisfaction and loyalty … relationship management, satisfaction and how they contribute to loyalty among 18-24 year-old e-shoppers.A survey instrument was …

The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated … in the literature. This research investigated two models involving the linkages between service quality, satisfaction … path analysis indicate that service quality has an indirect relationship with behavioural outcome measures via satisfaction …

-complaint satisfaction on the other. Predictions were derived from justice theory and existing research and practice concerning the … multinomial regression analysis demonstrated that the practice most strongly associated with post-complaint satisfaction related … (marginally) significant relationships between pre-established attributes of perceived justice and customer satisfaction, three …