Dealers are assumed to contribute positively to brand retention. We argue that the type of brand moderates the effect of dealer performance on brand retention. Moreover, dealer retention is determined by different drivers for dealers selling different types of brands. To analyze our claims...

The goal of this research is to describe the application of data envelopment analysis (DEA) to the performance evaluations of bank branches. Special attention is focused on how to incorporate the quality dimension into branch efficiency. DEA will apply to a set of micro-data from a Czech...

Despite the prevalence and significance of walk-ins in healthcare, we know relatively little about how to plan and manage the daily operations of a healthcare facility that accepts both scheduled and walk-in patients. In this paper, we take a data analytics approach and develop the first...

Electronic recommendation agents have the potential to be valuable e-service tools in increasing consumer decision quality. Such agents are aimed at assisting consumers in the decision-making process and have the ability to enable consumers to make better choices for themselves. The definition...

Quality credit has attracted considerable interest in both academia and business world in recent years in China. This study aims to discuss the development of quality credit evaluation system, and then based on an Analytic Hierarchy Process (AHP) to construct an evaluation system for Internet...

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...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

Die Qualität einer Dienstleistung vor der Inanspruchnahme zu beurteilen, ist für Kunden nicht leicht. Dieser Beitrag untersucht mögliche Qualitätsindikatoren von Reitschulen in Deutschland und versucht, Qualitätsunterschiede zwischen Reitschulen herauszufinden. Die Daten für die...

This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click- through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing....

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...