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Failures in the use of self-service technology are not only a source of dissatisfaction; often, they also trigger negative emotions of anger and helplessness. Drawing on the appraisal theories of emotion, I argue that these emotions have distinct effects on customers' post-purchase reactions...
Persistent link: https://www.econbiz.de/10014210931
Continuous models of respondent heterogeneity assume the existence of a response function where variables of interest are continuously related to explanatory variables. In many situations this assumption may not be true. In this paper we propose an approach of modeling respondent heterogeneity...
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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...
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Waiting involves both cognition and emotions. It has a bearing on the overall perception of retail service quality. The advancement in retailing has triggered scholarly conversations on the psychological impact of waiting at the retail checkout. Prior studies confirm customers being deeply...
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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
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
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