insurance industry. These are important impacts of the liberalization and opening of the German insurance market. With the aid …

insurance business at a mid‐size Swiss insurance company. The mapping tool used during the session was IDEF0. The purpose of …

modest side of just 130 employees, an insurance company has taken on the big boys in Sweden with its total quality management …

understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the … and satisfaction. Findings – The major findings of the study were that: there were no fundamental disconnects in the … quality and satisfaction; the managers evaluated satisfaction in terms of services provided, but the guests conceptualized …

satisfaction, and behavioral intentions. Design/methodology/approach – Data were collected from customers at an authentic upscale … customer perceived value is indeed a significant determinant of customer satisfaction, and customer satisfaction is a … environment, food, and service), restaurant image, customer perceived value, customer satisfaction, and behavioral intentions in …

, customer satisfaction, and corporate reputation to understand how customer perceptions evolve into customer loyalty in the … effects, is that perceived trust affects customer loyalty through customer satisfaction and that it has a stronger effect than …

Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of … satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the … relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic …

industry. The purpose of this study is to test an integrative model to examine the relations among customer satisfaction, trust … not examine the interaction effects between customer satisfaction and trust. Future researchers can test these interaction … on factors (satisfaction, commitment, trust and corporate image) which have the greatest influence on retention …

rapport and satisfaction. It is also designed to reveal the comparative impact of three types of relational benefits … rapport-satisfaction link while the moderation impact of customer involvement is not supported. In contrast, social treatment … effective future strategies and to manage successful relationships with customers in order to motivate customer satisfaction …

variety seeking (VS) on the satisfaction-loyalty relationship, and uses theories and findings mostly from the brand literature …. CSS is found to have a positive moderator effect on the category satisfaction-category repurchase loyalty relationship … literature by discussing and highlighting positive moderator effects of CSS and VS on the satisfaction-loyalty relationship at a …