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Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization

Simpson, Eric Phillip - 2006

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

Persistent link: https://www.econbiz.de/10009475075

The impact of e-loyalty on the business of SME's

Naidoo, Kruben - 2006

customers on the Internet and the relative difficulty in retaining them make customer loyalty an essential asset for many online …

Persistent link: https://www.econbiz.de/10009447150

Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash; … - 2004

The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated in the literature. This research investigated two models involving the linkages between service quality, satisfaction, perceived value, repurchase intention and willingness to...

Persistent link: https://www.econbiz.de/10009484485

Finding the Sweet Spot: A Two Industry Study Using the Zone of Tolerance to Identify Determinant Service Quality Attributes

Durvasula, Srinivas; Lobo, Antonio; Lysonski, Steven; … - 2006

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Persistent link: https://www.econbiz.de/10009484549

Effects of ISP Interconnection Agreements on Internet Competition: TheCase of the Network Access Point as a Cooperative Agreement for InternetTraffic Exchange

Beltran, Fernando - Universidad de Los Andes - 2003

agreement for the exchange of domestic (national) traffichas been adopted all through the region; the Internet access market … Internet in South America. We have identified come crucialaspects such as the characteristics of the interconnection … stability of Internet growth in thecontext of the fast developing and ever more complex South AmericanInternet access markets …

Persistent link: https://www.econbiz.de/10009435074

Telecommunications Regulation: An Introduction

Economides, Nicholas - NYU Stern School of Business - 2004

the emergence and decline of thetelecom bubble, the impact on pricing of digitization and the emergenceof Internet …

Persistent link: https://www.econbiz.de/10009435083

Competing Against Simulated Equilibrium Price Dispersions:AnExperimentOn Internet-Assisted Search Markets

Garcia-Gallego, Aurora; GeorgantzIs, Nikolaos; Pereira, … - Universitat Jaume I; Universitat Jaume I; LINEEX, … - 2005

In a four-treatment experiment, we test some of the hypotheses inGarcia-Gallego et al.(2004) concerning competition among a number offirms of which some (or all) are indexed by a price-comparison enginefacilitating buyers' search process. In this paper, we isolateindividual behavior from noise...

Persistent link: https://www.econbiz.de/10009435086

Versioning and Quality Distortion in Software? Evidence fromE-CommercePanel Data

Ghose, Anindya; Sundararajan, Arun - NYU Stern School of Business; NYU Stern School of Business - 2005

We present a framework for measuring software quality using pricing anddemand data, and empirical estimates that quantify the extent of qualitydegradation associated with software ver- sioning. Using a 7-month,108-product panel of software sales from Amazon.com, we document theextent to which...

Persistent link: https://www.econbiz.de/10009435087

The Effects Of Competition On The Price For Cable Modem Internet Access

Chen, Yongmin; Savage, Scott J. - University of Colorado at Boulder; University of … - 2007

higherunder duopoly if consumer preferences for the two products are morediverse. Focusing on the price for cable modem Internet …

Persistent link: https://www.econbiz.de/10009435113

U.S. Department of Energy Consequence Management Under the National Response Framework

H. Clark, R. Allen - 2009

/7 Internet presence, early data entry by first responders, support for distance collaborations, and data exchange with the EPA … TurboFRMAC for calculations.Paperless FRMAC is presented to users via two Internet websites. The first, FRMAC Portal website, is …

Persistent link: https://www.econbiz.de/10009435382