Purpose – The aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced attributes contribute to delight and satisfaction among customers. Design/methodology/approach – The...

Purpose – The purpose of this paper is to examine different quality schemes and to determine how these could be combined by Agricultural Cooperatives into a brand development strategy designed not only to differentiate their products but also to enhance them with higher value added in the...

Purpose – The purpose of this paper is to ask two questions. How does the customer's loyalty in the banking sector change (at both the structural and quantitative level) in the light of the financial and banking crises? Are any differences observed in those changes between developing and...

Purpose – The purpose of this paper is to investigate customers’ satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, perceived quality,...

Studies customer relationships in professional services. A framework is proposed for managing professional service relationships in a way that creates value for both parties of the relationship. Furthermore, through the framework the marketer is able to discover also those customer needs that...