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The Interplay between Cumulative Customer Satisfaction and Brand Value : Its Effect on Cash Flow, ROI and Tobin's Q
Angulo, Luis Fernando - 2008
This research focuses its attention to empirically investigate the interplay between cumulative customer satisfaction and brand value as well as its effect over firms' performance. As literature review suggests, both cumulative customer satisfaction and brand value have been probed as regards...
Persistent link: https://www.econbiz.de/10012726365
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E-Commerce Websites, Consumer Order Fulfillment and After-Sales Service Satisfaction : The Customer Is Always Right, even after the Shopping Cart Check-Out!
Camilleri, Mark Anthony - 2021
Purpose: This research identifies the critical factors of online service delivery of electronic commerce (ecommerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic....
Persistent link: https://www.econbiz.de/10013225504
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What is the Cost of Venting? Evidence from eBay
Li, Lingfang (Ivy) - 2013
This paper uses data collected from eBay's website to identify why buyers fail to leave (negative) feedback in online markets. Empirical results confirm that the fear of retaliation may be an important motivation for buyers not to leave (negative) feedback, while the time and effort cost of...
Persistent link: https://www.econbiz.de/10012710910
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Impact of Relationship Marketing by High End Apparel Stores on Customer Satisfaction
Kumar, Prerna - 2017
High end apparel stores are those stores which appeal to the sophisticated and discerning customers, and that sell different brands and varieties of designer clothing and apparels. These stores cater to the needs and fashion tastes of men, women and kids wear all under one roof, selling ethnic...
Persistent link: https://www.econbiz.de/10012958195
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Global Loyalty Challenge : Generational Perceptions of the Influence of Perceived Benefits on Satisfaction with Loyalty Programs
Kyguoliene, Asta - 2018
Globalization impacts organizations and customers already a few decades. In the context of globalization customers have more purchasing choices than even before, customers buying behaviour changes, the abundance of buying options raises the questions how to keep customers loyal. Customer loyalty...
Persistent link: https://www.econbiz.de/10012910595
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Great Expectations?! Assortment Size, Expectations and Satisfaction
Diehl, Kristin - 2009
Recent research challenges the idea that greater choice is always desirable, showing that larger assortments can increase choice deferral and switching. The present research demonstrates that even when consumers do make a purchase, the same item may generate lower satisfaction when chosen from a...
Persistent link: https://www.econbiz.de/10012764599
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Internal service quality and external service quality using two versions of SERVQUAL scale : An empirical evidence from five malls in the capital city of Saudi Arabia
Almohaimmeed, Bader M. - In: Verslas : teorija ir praktika : Vilniaus Gedimino … 20 (2019), pp. 158-169
Much of service quality research has been carried out on external service quality, i.e., services delivered by organizations to their own customers. The aim of this study was to investigate the influence of internal service quality (ISQ) on external service quality (ESQ), under the existence of...
Persistent link: https://www.econbiz.de/10012020043
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The impact of long-term provision costs on performance of trade in Serbia
Lukic, Radojko - In: Economic and environmental studies : a journal for … 17 (2017) 3, pp. 455-474
Long-term provision costs in trade are based on uncertain obligations in the future in relation to the goods sold. They mostly refer to warranty costs. Warranty costs are caused by repair and servicing of the sold products during the warranty period. They are function of the quality, usage and...
Persistent link: https://www.econbiz.de/10011758188
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The impact of omnichannel integrated marketing communications (IMC) on product and retail service satisfaction
Butkouskaya, Vera; Oyner, Olga; Kazakov, Sergey - In: Journal of economics, finance & administrative science 28 (2023) 56, pp. 319-334
): consistency, interactivity and connectivity, as predictors of positive customer evaluation (product and retail service …. This study focuses on the retail industry. Practical implications This research suggests that three components of IMC … retail service. Originality/value The shift toward omnichannel marketing requires a broader perspective on communication …
Persistent link: https://www.econbiz.de/10014506791
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Does Customer Demotion Jeopardize Loyalty?
Wagner, Tillmann; Hennig-Thurau, Thorsten; Rudolph, Thomas - 2013
Hierarchical loyalty programs award elevated customer status (e.g., “elite membership”) to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of...
Persistent link: https://www.econbiz.de/10014038781