Social media has emerged as a key source of understanding customer satisfaction, which is used by investors in their investment decision. Nonetheless, whether and how social media metrics on customer attitude toward the company has not been thoroughly examined. This study develops a new index of...

The ability to demonstrate the impact of marketing action on firm financial performance is crucial for evaluating, justifying and optimizing the expenditure of a firm's marketing resources. This presents itself as a formidable task when one considers both the variety and potential influence of...

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...

The main objective of this study is to determine the influence of service quality on satisfaction of football spectators, looking scarcely investigated in the literature. The results, from a sample of 700 spectators at a football club of the Spanish First Division, reveal three main conclusions:...

Passenger satisfaction and loyalty are crucial for success in the airline industry. To achieve customer satisfaction and loyalty, it is important that airlines provide high-quality services. This paper examines different elements of service quality in the airline industry, including the...

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

The purpose of this quantitative-deductive paper is to explore the link amongst customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. The study was conducted on social media because, it is the fastest growing media in history. Data was...

Der Beitrag diskutiert Kundenerfahrung als Bezugsrahmen, der die beiden Konstrukte Kundenerlebnis und Kundenvertrautheit umfasst. Kundenerfahrung wird konzeptionalisiert als Kundenerlebnis im Sinne eines Maßstabs für die Qualität der Kundenerfahrung (positiv/negativ). Die Einflussstärke der...

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...

A numberof recent marketing studies examinethe stock market's response tothe releaseof AmericanCustomer Satisfaction Index (ACSI) scores.The broad purposeofthese studies is to investigatethe stock market's valuationof customer satisfaction. However, a key focus is on whethercustomer satisfaction...