This study investigates the impact that e-Ioyalty has on the business success of SMEs. E-Loyalty is defined as a customer's favourable attitude towards an on-line business which ultimately culminates in repeat purchasing behaviour. Eight factors (the 8Cs - customisation, contact interactivity,...

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...

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...

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...

This research aims to know the PT. Perkebunan Nusantara IV (Persero) Medan achievement if measured by using balanced scorecard. The reseearch method is descriptive method. The variety of data that used in this research are the primary and secondary data. The data collection that used in this...

This paper studies the relation between current intellectual capital disclosure (lCD), realized current earnings, and three years realized future earnings, in Sri Lanka ridden with a civil war. Examination of the top 30 listed firms in Colombo Stock Exchange from 1998 to 2003 shows that the...

Managerial scholars have suggested that 'g' score (i.e., intelligence) tests are not enough to assess and select the appropriate candidates for some jobs. Other dimensions can play just as important a role in employee performance. Thus, the purpose of this article is to expand our view in terms...

O marketing de relacionamento fornece a definição de construtos envolvidos na relação entre entidades que transacionam ao longo de um canal de marketing. Construtos como poder, dependência, confiança, comprometimento, cooperação, conflito, incerteza e oportunismo contribuem para realizar...

This study examines Customer Perceptions of services rendered by Pick 'n Pay Waterfront employees. The main objectives of this study include the following: To define customer services within a supermarket environment; To determine how Pick n Pay (PnP) employee achieve customer satisfaction...

Marketing scholars question the ability of the 4Ps to explain higher order phenomena in modern marketing. Scholars contend that marketing's historical framework, based in product centric economic theory, constrains the 4Ps ability to form a foundation for a general theory of marketing. The focus...