Research studies on brand transgression (BT), service failure and recovery (SFR), and product-harm crisis (PHC) appear to have a common focus, yet the three streams developed surprisingly independently and with limited reference to one another. This situation is unfortunate because all three...

This study aims to examine the determinants of brand loyalty in emerging markets, focusing on smartphone consumers in Bangladesh. The study focuses on identifying the key elements that contribute to brand loyalty and the extent of their impact on customers' commitment to their preferred...

With rapid aging of the Taiwan population, the senior-care market has been growing in rural areas of Taiwan. Competition among senior care market players also soared in the past decade and consumers have been demanding better quality performances. This has forced the Senior Care Organizations...

Objective – The purpose of this study is to identify the impacts of implementing marketing mix on the usage of library services towards library users’ satisfaction. Methodology/Technique – This study will be conducted in quantitative method. Primary data will be obtained by distributing of...

Customers with more education may get better service after complaining, because they are better placed to advocate for themselves. It is unclear how digitization of the consumer complaint process will change this situation. To investigate this, we analyze 364,189 customer complaints to the city...

Die vorliegende Studie untersucht, welche Komponenten der Dienstleistungsqualität einen Einfluss auf die Zufriedenheit und Verhaltensabsichten von Mitgliedern in deutschen Reitvereinen haben. Für diese Untersuchung wird ein Strukturgleichungsmodell aufgestellt und das Partial Least...

Diffusion of Internet usage and proliferation of electronic commerce activities have forced many service companies to implement the online extensions and provide all or some services via high quality web sites. Therefore, determining the quality dimensions of their web sites and understanding...

The authors indicate and describe two groups of elements which influence customer's perception of the Internet vendor's service: the first group is connected with marketing tools, traditionally used in retailer market, the second is connected with the other company's marketing actions. Both...