This paper examines the relationship between price changes and customer defection levels in a “subscription”‐type market, namely car insurance. Two regression models are constructed to estimate this relationship, one model for younger customers and another for older customers. The...

The axiom that “the customer is always right” is no longer valid when companies realize that some of their customers are not right at all. Paying too much attention to these so‐called “wrong” customers may jeopardize a company's survival and profitability. Right customers have to be...

Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important online settings. This paper extends the prior work to explore the antecedents of e‐satisfaction and the relations...

In today's ever‐increasing globalization of services and brands, service‐oriented businesses need to attend to the satisfaction of their customers both domestically and abroad while transcending unique cultural differences from country to country. This study provides a cross‐cultural...

This paper examines several sources of support for contact employees in service encounters. These sources of support, including organization support, supervisory support, and customer's participation, are proposed to affect the attitudes and behaviors of employees, and consequently affect...

This paper examines the possible relationship between post‐consumption dissonance and consumers’ time‐elapsed perceptions of service quality. A review of literature suggests that the degree of post‐consumption dissonance experienced would be inversely related to both initial ratings of...

The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that...

Customer satisfaction is an important issue for marketing managers, particularly those in services industries. However, it appears that achieving customer satisfaction is often the end goal, as evidenced by the emphasis on customer satisfaction surveys. This paper proposes that this focus is due...

This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability of...

Purpose – Aims to examine the services and facilities provided by public parks revealing that the attributes corresponding to performance of service delivery involve the interaction between non‐human aspects of physical environment and emotional experience of users which differ from common...