The paper investigates the linkages between customer service, customer satisfaction, and firm performance in the US airline industry. In particular, the moderating effects of market concentration and firm dominance on the service–satisfaction–performance relationship are examined. Our major...

Purpose – The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality (CARTER model) in Islamic banks of Pakistan, the UK and UAE. Design/methodology/approach – This study uses a sample of 225 customers of Islamic banks; 75...

In order to profit from China’s enormous business opportunities, international firms need to know Chinese consumer preferences. To learn more about intrinsic Chinese consumer preferences and their distinction from other Asian consumer preferences, this study analyzes differences in the...

Servant leadership is a leadership philosophy which addresses the concerns of ethics, customer experience, and employee engagement while creating a unique organizational culture where both leaders and followers unite to reach organizational goals without positional or authoritative power. With...

This study investigates the persuasive advertising and informative advertising effects of CSR initiatives on corporate reputation and brand equity based on the evidence from the life insurance industry in Taiwan. The study finds, first, policyholders’ perceptions concerning the CSR initiatives...

In a service-dominant paradigm, service is the core of society and industry. This study explores the hierarchical roles of core service, facilitating service, and supporting service that affect customer satisfaction in the service industry. Cable TV services in Taiwan are employed as an example,...

In this article, we investigate how to construct a customer satisfaction (CS) scale which yields optimally valid measurements of the construct of interest. For this purpose we compare three alternative methodologies for scale development and construct validation. Furthermore, we discuss a...

This study explores how the organizational culture represented by conventional market orientation practices influences B2B relationship outcomes and financial returns for production-centered supplier firms. The market orientation practices of 187 large-sized production-centered supplier firms in...

Customer satisfaction plays a pivotal role in success of every business organization whether it is meant for a product or a service. Every business needs not only to retain its current customers but also to expand customer?s base significantly and it is possible only when target customer is...