When firms' customers are located in geographically dispersed areas, it can be difficult to manage service quality because its relative importance is likely to vary spatially. This article shows how addressing such spatial aspects of satisfaction data can improve management's ability to...

Several studies have previously documented the existence of a perception gap -- the extent to which quality-of-life ratings provided by nursing home residents and caregivers diverge. In this study we use Helson's adaptation-level theory to investigate three types of antecedents: (a) focal...

This research focuses on the allocation of available hospital resources to different disease types to better serve the needs of patients. The proposed method examines a network of hospitals in a geographical area and determines the proportion of resources that each hospital should devote to...

This research focuses on the allocation of available hospital resources to different disease types to better serve the needs of patients. The proposed method examines a network of hospitals in a geographical area and determines the proportion of resources that each hospital should devote to...

Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating satisfaction ratings and repurchase behavior. The...