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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
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Do Institutions, Ownership, Exporting and Competition Explain Firm Performance?
Commander, Simon; Svejnar, Jan - 2008
We analyse a large stratified random sample of firms that provide measures of each firm’s top manager’s perception of the severity of business environment constraints. Specifically, we use the 2005 and 2002 Business Environment and Enterprise Performance Survey (BEEPS) to assess the effect...
Persistent link: https://www.econbiz.de/10009476563
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Does Capital Market Myopia Affect Plant Productivity? Evidence from Going Private Transactions
Dittmar, Amy - 2010
to improve their establishment level productivity relative to a peer control groups of firms. We find no evidence that … productivity after going private, there is little evidence of difference-in-differences efficiency gains relative to peer groups of … peer groups. Our findings cast doubt on the view that public markets cause listed firms to make sub-optimal, productivity …
Persistent link: https://www.econbiz.de/10009476643
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Do Institutions, Ownership, Exporting and Competition Explain Firm Performance? Evidence from 26 Transition Countries
Commander, Simon; Svejnar, Jan - 2007
Abstract: We analyze a large stratified random sample of firms that provide us with measures of performance and each firm’s top manager’s perception of the severity of business environment constraints faced by his/her firm. Unlike most existing studies that rely on external and aggregated...
Persistent link: https://www.econbiz.de/10009476928
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Do Institutions, Ownership, Exporting and Competition Explain Firm Performance? Evidence from 26 Transition Countries
Svejnar, Jan - 2007
We analyze a large stratified random sample of firms that provide us with measures of performance and each firm’s top manager’s perception of the severity of business environment constraints faced by his/her firm. Unlike most existing studies that rely on external and aggregated proxy...
Persistent link: https://www.econbiz.de/10009476938
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Do Institutions, Ownership, Exporting and Competition Explain Firm Performance? Evidence from 26 Transition Countries
Commander, Simon; Svejnar, Jan - 2007
We analyze a large stratified random sample of firms that provide us with measures of performance and each firm’s top manager’s perception of the severity of business environment constraints faced by his/her firm. Unlike most existing studies that rely on external and aggregated proxy...
Persistent link: https://www.econbiz.de/10009476939
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Determinants and Impacts of Customers’ Menu Choice Regarding the Familiarity in the Authentic Chinese Restaurant Context
Zhong, Yan; Ryu, Kisang - 2010
The study examined the determinants and impacts of menu choice (familiar food versus novel food) in an authentic Chinese restaurant setting. A conceptual model is built to explore the linkages between determinants (perceived risk taking, physical environment, and service quality) and outcome...
Persistent link: https://www.econbiz.de/10009467743
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The Role of Multiple Reference Effects in Restaurant Evaluations: A Cross-cultural Comparison
Kim, Soyeon; Suh, Yong Gu; Chung, Jae-Eun - 2011
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...
Persistent link: https://www.econbiz.de/10009467917
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Influence of Physical Environment on Disconfirmation, Customer Satisfaction, and Customer Loyalty for First-time and Repeat Customers in Upscale Restaurants
Ryu, Kisang; Han, Heesup - 2010
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...
Persistent link: https://www.econbiz.de/10009467978
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Customer Satisfaction, Profitability, and Firm Value in the Hospitality and Tourism
Sun, Kyung-A; Kim, Dae-Young - 2011
Customer satisfaction has been considered one of the most prominent factors in the measurement of marketing strategies and performances. On the other hand, profitability and value of firm are important indicators of companies’ financial performance. Considering the unique differences from...
Persistent link: https://www.econbiz.de/10009467995