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Service quality dimensions and customer satisfaction in a Brazilian university context
Eberle, Luciene; Milan, Gabriel Sperandio; Dorion, Eric - In: Benchmarking: An International Journal 23 (2016) 7, pp. 1697-1716
Purpose The purpose of this paper is to identify and assess the perception of customers (students) about the services provided by Brazilian universities, through the identification of the attributes that impact on customer satisfaction and the dimensions or factors related to quality in...
Persistent link: https://www.econbiz.de/10014684576
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Kundenzufriedenheit, Dienstleistungsqualität und die Bedeutung einzelner Leistungsparameter: Das Beispiel des Lindner Congress Hotels Cottbus
Eckert, Marit; Brusch, Michael; Kölling, Christian - In: Zeitschrift für Tourismuswissenschaft 3 (2011) 1, pp. 81-88
Zusammenfassung In diesem Beitrag wird die Kundenzufriedenheit und die Dienstleistungsqualität zur Beurteilung des …
Persistent link: https://www.econbiz.de/10014624255
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Disconfirmation of taste as a measure of region of origin equity
d'Hauteville, François; Fornerino, Marianela; Philippe … - In: International Journal of Wine Business Research 19 (2007) 1, pp. 33-48
Purpose – Disconfirmation of expectations is the mismatch between the expected and blind evaluation of a product. The purpose of this paper is to explore the relation between expected and perceived value (quality), focusing on wines from the French regions with varying levels of notoriety and...
Persistent link: https://www.econbiz.de/10014814053
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The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France
Lee, Jonathan; Lee, Janghyuk; Feick, Lawrence - In: Journal of Services Marketing 15 (2001) 1, pp. 35-48
empirical example based on the mobile phone service market in France indicates support for the moderating role of switching …
Persistent link: https://www.econbiz.de/10014904912
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Communities of practice: control or autonomy?
Bardon, Thibaut; Borzillo, Stefano - In: Journal of Business Strategy 37 (2016) 1, pp. 11-18
Purpose – The purpose of this paper is to address the question of how two seemingly opposite principles – managerial control and autonomy – simultaneously affect, positively and negatively, managers’ motivation to develop together innovative practices in a community of practice (the...
Persistent link: https://www.econbiz.de/10014846968
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An empirical analysis of the antecedents of adoption of online services
Ozen Seneler, Cagla; Basoglu, Nuri; Daim, Tugrul U. - In: Journal of Enterprise Information Management 23 (2010) 4, pp. 417-438
exploring service innovation and attempts to explore factors that help or hinder the attitude towards using online services … integrates technology adoption and market research theories to assess service innovation.  …
Persistent link: https://www.econbiz.de/10014859796
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Can integration difficulties affect innovation and satisfaction?
Simon, Alexandra; Honore Petnji Yaya, Luc; … - In: Industrial Management & Data Systems 114 (2014) 2, pp. 183-202
Purpose – The difficulties in the integration of management systems (MSs) and their relationship with innovation and … customer satisfaction are explored by proposing a model that links these three concepts together. Integration, innovation and … to both of MS documentation and procedures. This level is also directly related to the innovation and satisfaction …
Persistent link: https://www.econbiz.de/10014825515
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The role of customer relations for innovativeness and customer satisfaction
Bellingkrodt, Silvia; Wallenburg, Carl Marcus - In: The International Journal of Logistics Management 26 (2015) 2, pp. 254-274
Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation …/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and …
Persistent link: https://www.econbiz.de/10014781217
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Improving innovation and customer satisfaction through systems integration
Simon, Alexandra; Honore Petnji Yaya, Luc - In: Industrial Management & Data Systems 112 (2012) 7, pp. 1026-1043
objectives of this research are to propose scales and study the existing relationships among innovation, Management System … of innovation and the four dimensions of MSs Integration are confirmed. Besides, the findings show that the integration … characteristics are positively related to innovation and satisfaction, whereas, innovation is only partially linked to satisfaction …
Persistent link: https://www.econbiz.de/10014824410
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Building brand loyalty in e-commerce of fashion lingerie
Sanchez Torres, Javier A.; Arroyo-Cañada, Francisco-Javier - In: Journal of Fashion Marketing and Management: An … 21 (2017) 1, pp. 103-114
electronic shopping, in order to examine whether the customer’s perception of the quality and innovation of the final product … characteristics (Quality, Innovation and Satisfaction), and constructs brand (Virtual Community, Reputation and Trust). Research …
Persistent link: https://www.econbiz.de/10014868547