Showing 1 - 10 of 1,081
This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...
Persistent link: https://www.econbiz.de/10011938313
This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...
Persistent link: https://www.econbiz.de/10010270942
We report on an experiment designed to explore whether allowing individuals to voice their anger prevents costly … behavior. The evidence supports the conclusion that voicing one's outrage crowds out the need to harm oneself and the other …
Persistent link: https://www.econbiz.de/10010275034
Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell's (1974)...
Persistent link: https://www.econbiz.de/10010318144
We study a consumer boycott on cottage cheese that was organized in Israel on Facebook in the summer of 2011 following … a steep increase in prices after price controls were lifted in 2006. The boycott led to an immediate decline in prices … which stayed low more than three years after the boycott. We find that (i) demand at the start of the boycott, at the new …
Persistent link: https://www.econbiz.de/10011481659
anger and sadness were explored. The cross-sectional and longitudinal findings consistently suggest that the frequency of … anger increases during young adulthood, but then shows a steady decrease until old age. By contrast, the frequency of …
Persistent link: https://www.econbiz.de/10010332809
anger and sadness were explored. The cross-sectional and longitudinal findings consistently suggest that the frequency of … anger increases during young adulthood, but then shows a steady decrease until old age. By contrast, the frequency of …
Persistent link: https://www.econbiz.de/10010322353
A number of sociological theories argue that the experience of emotion is associated with social inequality. Despite … elaborate theoretical work, empirical studies are still rare and incoherent in their attempts at measuring emotion. As a … the sociologically most relevant emotions, namely anger and anxiety. Using representative data from the German Socio …
Persistent link: https://www.econbiz.de/10010327926
The purpose of this work is to study the issues of service quality and service failure during visits to cellar doors in the five regions where wine tourism is most developed: Hunter Valley (AU), Mendoza (AR), Napa Valley (the USA), Stellenbosch (ZA), and Tuscany (IT). We propose a methodology...
Persistent link: https://www.econbiz.de/10014485016
Verbraucherreaktionen bei Unzufriedenheit mit einem gekauften Produkt oder einer in Anspruch genommenen Dienstleistung sind vielfältig und reichen von direkten Beschwerden bei Händlern oder Herstellern über Beschwerden bei Dritteinrichtungen bis hin zum Wechsel des Anbieters. Dabei können...
Persistent link: https://www.econbiz.de/10011375027