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...

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...

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...

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...

There are calls in the extant literature for further exploration into the factors influencing customer satisfaction in industrial vending solutions (IVS), a distinct vendor-managed inventory method. This study delves into these factors, identifying primary drivers of satisfaction, perceptions of...