This paper aims to measure and analyze the efficiency of the US publicly-held insurance industry from 2011 to 2013. The paper uses a two-stage efficiency model: (1) data envelopment analysis (DEA), a non-parametric model for measuring the efficiency of 141 panel data of US publicly-held...

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the...

This article reports on results of a study on a freight forwarding enterprise engaged in third-party logistics services. The first phase involved establishing an evaluation index system for customer satisfaction of 3PL enterprise based on SERVQUAL model. In phase two, analytic hierarchy process...

The purpose of this article is to increase the customer service level by expanding the method of application used by the mystery customer (MC) to resolve practical and concrete problems concerning the status of chain stores. The survival of organisations can often be dependent on their customer...

The present study aims to empirically test and evaluate the direct and indirect effects of service encounter constructs of service quality, customer satisfaction and service value on loyalty related behavioral intentions of customers in Indian Life services in India to determine the best fitting...

This article draws insight from the literature to propose a model interlinking key stages in the consultative selling process, customer engagement, and customer satisfaction. It is argued that customer journey should be designed as a process of empowering customers to make the right choices and...

To date, customer orientation (CO) implementation constructs have not been systematically investigated. Existing studies have derived their constructs from different perspectives. However, the literature lacks scientifically developed and tested constructs that make an integrative CO philosophy....

The main objective of this article is to investigate the existence of configurations of information technology governance within organizations and to zoom in on their role in driving business value. This study proposes a research model that relies on the configurational theory in an attempt to...

Many organisations are known to focus more on their financial gains to the detriments of their other roles that they are expected to discharge to their workforce and the communities. It has also been established from previous researches that financial performance would not be adequately valid...

The meta-analysis is a probabilistic technique that groups the results of several studies, approaches the same subject and produces a result that summarizes the whole. The results that are displayed in graphical form neither offer interactivity with the user, nor a user-friendly interface and...