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The Effects of Service Quality and Word of Mouth on Customer Acquisition, Retention and Usage
Nam, Sungjoon - 2007
This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...
Persistent link: https://www.econbiz.de/10012730533
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How Does the Brand’s Perceived Ethicality Influence Customer Loyalty and Positive Word-Of-Mouth in Service Brands of Pakistan? A Comparative Analysis of Bank, Restaurants, and Tele...
Kanwal, Nazish; Siddiqui, Danish Ahmed - 2021
In the past few decades, growth in ethical consumerism has led brands to increasingly develop conscientiousness and depict ethical image at a corporate level. But does having a corporate brand that is perceived to be ethical have any influence on outcome variables of interest for its product...
Persistent link: https://www.econbiz.de/10013249760
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Heard It Through the Grapevine! How Peer-to-Peer Interaction Affects Customer Experience and Word-of-Mouth Intention in Different Service Environments : A Bayesian Approach
Siqueira, Ribamar; ter Horst, Enrique; Molina, German; … - 2017
The study of customer experience (CX) has become a prominent topic in marketing research lately because of the evolution of the customer/company relationship. The total number of touch points where this interaction can take place has increased significantly due to the total number of channels...
Persistent link: https://www.econbiz.de/10014034031
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Customer Preferences for Different Service Quality Dimensions in Selected E-Commerce Websites in India
Sharma, Anjali; Bahl, Dr. Sanjay - 2020
customers visit and transact with a website is to provide them a service that meets their expectations and satisfies them. The e … perceived ease of use, perceived privacy, perceived website design, perceived personalization, perceived assurance, perceived … revealed that the website service quality dimensions have a dominant effect on customer perceived service quality, leading to …
Persistent link: https://www.econbiz.de/10014102115
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Brand Image, Perceived Quality, Ease Of Use, Trust, Price, Service Quality On Customer Satisfaction And Purchase Intention Of Blibli Website With Digital Technology As Dummy Variab...
Djakasaputra, Arifin; Pramono, Rudy; Hulu, Edison - 2021
The purpose of this study is to analyze whether ease of use has a significant effect on customer satisfaction, to analyze whether trust has a significant effect on customer satisfaction, to analyze whether service quality has a significant effect on customer satisfaction, to analyze whether...
Persistent link: https://www.econbiz.de/10013221345
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Assessing the additional impact of process recovery communications on customer outcomes: a comprehensive service recovery approach
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - 2009
Persistent link: https://www.econbiz.de/10003854104
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The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior
Lestari, Setyani Dwi - 2019
Objective - Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services....
Persistent link: https://www.econbiz.de/10012866595
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The Influence of Customer Satisfaction Towards Positive Word-of-Mouth in Hospitality Industry
Zainol, Noorliza; Ahmad Rozali, Abdul; Fadhlina; Akhir, … - 2016
Providing high quality services and improving customer satisfaction are broadly known as basic factors enhancing the performances of businesses in the hotel and tourism industry. Essential of knowing customer satisfaction can help hotelier to identify the vital elements influencing customers'...
Persistent link: https://www.econbiz.de/10014035408
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Effects of Service Quality that Leads to Word of Mouth (WOM) A Case Study of Coffee Shop in Bangkok, Thailand
Padungyos, Nantikarn; Nuangjamnong, Chompu; Dowpiset, … - 2021
This research is divided into six parts. Firstly, the introduction, that explains what the background of this research is, the problem statement in this proposal is, what research objectives are. Secondly, it presents a literature review. It divided into three sections, which are the theory that...
Persistent link: https://www.econbiz.de/10013237987
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Relationship Marketing and Word-of-Mouth Communications : Examining the Mediating Role of Customer Loyalty
Akbari, Mohsen - 2019
In competitive markets, maintaining customers and building trust and loyalty are considered important in marketing relationship. Banks have invested some ways to improve customer loyalty for developing their activities. The aim of this study was to investigate the effect of relationship...
Persistent link: https://www.econbiz.de/10012891855