Purpose – To propose a conceptual structural equation model to demonstrate the direct and indirect impact of supply chain participation strategy (SCPS), information technology application (ITA), manufacturing participation strategy (MPS) on customer satisfaction (CS) and organizational...

Purpose – The purpose of this paper is to examine the use of listening tools by several large companies to obtain information about customers' needs, preferences, and perceptions of their performance in order to facilitate customer relationship management (CRM), and identify some best...

Purpose – The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS). Design/methodology/approach – Based on relevant literature and theoretical considerations on customer satisfaction, a new measurement model was...

Purpose – Now‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service...

Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers' perspectives in Malaysia's service sector. Design/methodology/approach – The data are collected from 140 managers...

Purpose – Self‐service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This paper aims to develop an integrated model designed to predict and...

Purpose – The purpose of this paper is to propose a model to examine the impact of organizational support on behavioral intention (BI) regarding enterprise resource planning (ERP) implementation based on the technology acceptance model (TAM). Design/methodology/approach – A research model is...

Purpose – The paper aims to examine existing information flows formally and informally within a customer complaint handling process, and to identify possible improvement areas to strengthen the effectiveness of this process in the workplace. These objectives are derived from the fact more than...

Purpose – This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer satisfaction, and loyalty. Although previous studies have addressed the importance of these variables, the understanding of...

Purpose – In recent years, organizations have been forced to compete in a new environment and to become more innovative, provide more quality and respond more effectively to consumers' needs and preferences. Within this context, the main objectives of this research are to propose scales and...