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A systematic mapping study on customer loyalty and brand management
Tartaglione, Andrea Moretta; Cavacece, Ylenia; Russo, … - In: Administrative Sciences 9 (2019) 1, pp. 1-21
Customer loyalty is a topic of great interest for marketing scholars due to its importance in gaining sustainable competitive advantages and financial outcomes. Literature is prolific of works regarding customer loyalty and brand management. In order to improve the quantity and quality of...
Persistent link: https://www.econbiz.de/10012612045
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Social media: Where customers air their troubles : how to respond to them?
Larsen, Nils Magne; Alemu, Mohammed Hussen; Menon, R. … - In: Journal of Innovation & Knowledge (JIK) 6 (2021) 4, pp. 257-267
Dissatisfied customers often use social media to voice their complaints effectively, and firms strive to find solutions about how to respond to publicly visible service failure posts. We add to the emerging literature on complaint handling via social media by examining how complaining customers...
Persistent link: https://www.econbiz.de/10013266806
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Evaluation of consumers' WTP for service recovery in restaurants: Waiting time perspective
Ting, Chung-Te; Huang, Yu-Sheng; Lin, Cheng-Te; Pan, … - In: Administrative Sciences 9 (2019) 3, pp. 1-18
Restaurant service quality assessment has generally focused on the dining service. However, restaurant service begins with waiting for the meal. When service failure occurs due to a long waiting time, restaurant managers should adopt appropriate service recovery measures to retain consumers and...
Persistent link: https://www.econbiz.de/10012612100
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Gauging customers' negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery
Mazhar, Muhammad; Ting, Ding Hooi; Abbasi, Amir Zaib; … - In: Cogent Business & Management 9 (2022) 1, pp. 1-23
Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...
Persistent link: https://www.econbiz.de/10014505689
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Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung
Körnert, Jan; Wolf, Cornelia - 2002
raised that it could in-crease customer satisfaction and strengthen customer loyalty. Therefore, a more in-depth question …
Persistent link: https://www.econbiz.de/10010305689
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Merger profitability in industries with brand portfolios and loyal customers
Konrad, Kai A. - 2010
We study the equilibrium effects of mergers between firms with brand portfolios and brand loyal customers for pricing and profitability. We find that the merger paradox (Salant, Switzer and Reynolds 1983) is absent in these markets. The acquisition of brand portfolios can be profit enhancing for...
Persistent link: https://www.econbiz.de/10010307675
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Lack of pupils in German riding schools? A causal-analytical consideration of customer satisfaction in children and adolescents
Kayser, Maike; Gille, Claudia; Suttorp, Katrin; … - 2012
customer satisfaction in riding schools and their significance by using a structural equation model. A survey of 203 children … and adolescents was undertaken in five different German riding schools. Customer satisfaction was particularly influenced … aspect of the results is the strong influence of customer satisfaction on recommendation behaviour. …
Persistent link: https://www.econbiz.de/10010307734
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Relaciones entre imagen de marca corporativa, satisfacción y lealtad: Estudio en una escuela de negocios de la Argentina
Sanna, Domingo - 2010
), satisfaction, and loyalty. Three hypotheses are proposed and tested in this study: (1) Corporate brand image is antecedent to … customer satisfaction, (2) The relationship between corporate brand image and customer loyalty is mediated by customer … satisfaction, and (3) Customer satisfaction is a significant antecedent to customer loyalty. A brand personality scale is used for …
Persistent link: https://www.econbiz.de/10010323208
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Market Share Dynamics in a Model with Search and Word-of-Mouth Communication
Schmidt, Robert C. - 2010
This paper analyzes price competition in an infinitely repeated duopoly game. In each period, consumers remember the existence and location of their previous supplier. New information is gathered via search or word-of-mouth communication. Market outcomes are history-dependent, and the Markov...
Persistent link: https://www.econbiz.de/10010334034
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Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector
Al-Ghamdi, Shumookh Abdul Aziz; Badawi, Nada Saleh - In: Cogent Business & Management 6 (2019), pp. 1-19
This study examines the influence of corporate social responsibility activities on customer satisfaction and loyalty in … that corporate social responsibility activities have a strong and positive impact on customer satisfaction and loyalty. It … was also found that customer satisfaction is linked positively to customer loyalty. Findings from this paper are of …
Persistent link: https://www.econbiz.de/10012117462