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The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance
Chae, Ho-Chang - 2009
This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the...
Persistent link: https://www.econbiz.de/10009475034
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Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization
Simpson, Eric Phillip - 2006
In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service …-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are …
Persistent link: https://www.econbiz.de/10009475075
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Dimensions of service quality and service climate: a study of bank customers and employees in four local Malaysian banks
Ab. Wahab, Norailis - 2009
In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a...
Persistent link: https://www.econbiz.de/10009465913
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CONSUMER'S SATISFACTION MEASUREMENT IN PUBLIC HOSPITALS
MUNTEAN, Andreea Cipriana; PUTAN, Alina - 2015
Customer satisfaction is an important indicator in determining the future coordinates of any entrepreneurial activity, be it company, institution or non-governmental organization. Our research is performed in the public hospital units from Alba County. The purpose of this paper is to identify an...
Persistent link: https://www.econbiz.de/10011316281
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Customer perceptions of values of a retail supermarket : analysis of Pick 'n Pay's Waterfront store
Singh, Randhir - 2008
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...
Persistent link: https://www.econbiz.de/10009447200
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The role of pure and quasi-moderators in services : an empicial investigation of ongoing customer-service-provider relationships
Sharma, Neeru - Foundation for Organisational Research and Education; … - 2003
relationship commitment, a sample of 200 clients who are the patrons of two financial planning services firms is used to test the …
Persistent link: https://www.econbiz.de/10009482064
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ESSAYS ON STRUCTURAL ANALYSIS OF RETAIL COMPETITION USING CLASSICAL AND BAYESIAN ESTIMATION TECHNIQUES
Venkataraman, Sriraman - 2005
The thesis is a collection of three essays on retail competition that are relevant to both the theory and practice of … marketing. Essay 1, examines the role of price and category assortment on competition between EDLP (Every Day Low Price) format … and HILO (Promotion) format retail stores. Policy experiments are conducted to study the strategic implications of 1 …
Persistent link: https://www.econbiz.de/10009466190
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Is lack of retail competition in the grocery sector a public health issue?
Wardle, Jon; Baranovic, Michael - 2009
Objectives: The economic implications of a lack of competition in the grocery retail sector are hotly contested … paper hopes to draw attention to the potential public health issues that arise as a result of lack of competition in the … grocery retail sector. Method: Relevant supporting literature was reviewed to explore the possible effects of market …
Persistent link: https://www.econbiz.de/10009448553
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The relationship between 'high-performance work practices' and employee attitudes: an investigation of additive and interaction effects
Macky, K; Boxall, P - 2007
attitudinal variables of job satisfaction, trustin management, and organizational commitment, implying that HPWS can provide …
Persistent link: https://www.econbiz.de/10009431044