Eine Besonderheit bei der Bereitstellung von Dienstleistungen - im Vergleich zur Güterproduktion - liegt in der Notwendigkeit der zeitgleichen Zusammenkunft von Anbietern und Nachfragern. Wartezeiten entstehen immer dann, wenn einer von beiden nicht zum verabredeten Termin erscheint oder mehr...

Die ?konomisch-empirische Zufriedenheitsforschung ist ein noch relativ junger Zweig der empirischen Wirtschaftsforschung, der Befragungsdaten zur individuellen, subjektiv empfundenen Zufriedenheit analysiert. Erste empirische Evidenz auf diesem Gebiet l?sst dabei Zweifel an der Pr?misse der...

Direct tests between corporate social responsibility (CSR) and firm performance (FP) have been argued to be a futile pursuit. Following this line of thinking, the present study sought to test an alternative model in understanding the CSR-FP relationship. Specifically, reputation and customer...

In attempting to devise customer satisfaction measures, there are a number of factors which can affect the interpretation of results - the nature of the customer, service provision, service quality and, for the public sector, the extent to which consumer sovereignty exists. It is the contention...

In an environment where economic, political and technological change is the rule, a fundamental business strategy should be the defence of traditional markets and thoughtful entry into new markets, with an aim to increase market penetration and stimulate profit. The success of such a strategy...

The Information service sector e.g. utilities, telecommunications and banking has grown rapidly in recent years and is a significant contributor to the Gross Domestic Product (GDP) of the world’s leading economies. Though, the information service sector has grown significantly, there have been...

Structuring preferences has been developed with econometric models using functional flexible parametric form and the exploring the perceptions about expressed and latent needs using different multivariate approaches. Purpose of this research is to explore the demand for a new drink using the...

The movement or flow of employees into, around and out of organisations(‘employee flow’) has long been a central issue in human resourcemanagement and industrial psychology. This is especially so for the specificelement of employee turnover, but also applies to staffing and internal...

The South African economy has, over the last 18 months, experienced severe change. The good times have been replaced with bad. The once buoyant consumer riding the crest of the wave and with an unquenchable appetite for debt, who revelled in the trappings of what money could buy, is long gone....