The retail and distribution industry in Botswana's deregulated economy is one of the largest and most difficult sectors in which to operate, mainly because of levels of competition amongst Botswana companies and the global competitive industry, in general. Hill (2000:539) postulates that...

This study examines multiple reference effects in customers’ service evaluation regarding dining experiences in restaurants. Specifically, the present study explores the antecedent role of three reference points: focal, other, self-based and satisfaction in the development of customer...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study...

In order to gain competitive advantage, companies must determine the relationship between HR practices and firm performance. This conceptual paper proposes a model that highlights the importance of selecting people who “fit” within the organizational culture and climate of the firm. The...

In today’s competitive retailing landscape consumer satisfaction and loyalty have been key issues on the mind of many a marketer. With the growth of e-retailing, buyers and sellers have evolved; the traditional goals of satisfaction and loyalty remain but the means to achieving those have...

This title of this research is "Analysis of the Effect of Customer Value to the Customer Loyalty of As simcard (Case Study on USU students of the Law Faculty)". The purpose of this study is to investigate and to analyze the influence of customer value which consits of product value, service...

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...

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...

Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587...

Contractual helpdesk services, also known as call center outsourcing is a growing industry. Helpdesk solutions, which offer customer service to consumers who have an issue, problem or concern, are an integral part of many organizations' wider service function. For smaller companies, outsourcing...