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Customer Knowledge Acquisition in the Business Products Market

Gordon, Geoffrey L.; Calantone, Roger J.; di Benedetto, … - In: Journal of Product & Brand Management 2 (1993) 3, pp. 23-25

Examines how the business products‐marketing firm acquires knowledge about its customers. Objectives include identifying the most effective means by which organizations can acquire customer knowledge, and the specific kind of knowledge which firms should strive to possess about their customers...

Persistent link: https://www.econbiz.de/10014896574

Applying the peak‐end rule to reference prices

De Maeyer, Peter; Estelami, Hooman - In: Journal of Product & Brand Management 22 (2013) 3, pp. 260-265

Purpose – The objective of this paper is to propose and empirically test a potential mechanism for how consumers form reference prices. The proposed peak‐end rule of reference price formation says that reference prices are formed as a weighted average of the highest observed price and the...

Persistent link: https://www.econbiz.de/10014896866

Perceived brand quality as a way to superior customer perceived value crossing by moderating effects

Vera, Jorge - In: Journal of Product & Brand Management 24 (2015) 2, pp. 147-156

Purpose – The purpose of this paper is to assess the relationship between perceived brand quality (PBQ), customer perceived value (CPV) and disposition to pay a higher price (DHP) for a product. Such an assessment also seeks to determine if consumer involvement and brand performance...

Persistent link: https://www.econbiz.de/10014896872

An adaptation to ISO 9001:2000 for certified organisations

Tsim, Y.C.; Yeung, V.W.S.; Leung, Edgar T.C. - In: Managerial Auditing Journal 17 (2002) 5, pp. 245-250

On 15 December 2000, the International Organisation for Standardisation published a new series of ISO 9000 standards. There are significant changes in this third edition standard. Several specific surveys and analysis revealed the key concerned areas of the certified companies and the...

Persistent link: https://www.econbiz.de/10014928727

Auditing hospital queuing

Barlow, Gerald L. - In: Managerial Auditing Journal 17 (2002) 7, pp. 397-403

This paper reports on research carried out during the summer of 2000, within a National Health hospital in the West … Midlands region of England. It looks specifically at the queuing problems in the busiest clinic of the hospital, and involves … to the hospital’s management for managing the patient’s perception of their wait, and suggests operational ways of …

Persistent link: https://www.econbiz.de/10014928746

Integrated business excellence model for a trading company

Bauer, Andreas; Reiner, Gerald - In: Managerial Auditing Journal 17 (2002) 9, pp. 576-580

In this paper, we first present the conceptual framework for the customer satisfaction‐oriented evaluation of process improvements that is embedded in an improvement cycle. The basic feature of the evaluation model is the relationship between the overall customer satisfaction value of a...

Persistent link: https://www.econbiz.de/10014928762

A critical appraisal of customer satisfaction and e‐commerce

Chi Lin, Chia - In: Managerial Auditing Journal 18 (2003) 3, pp. 202-212

In this paper electronic commerce (e‐commerce) is examined in the context of the relationship between firms and their customers and the implications for organisational accountability. The technology of e‐commerce determines what can be offered to customers, but only customers determine which...

Persistent link: https://www.econbiz.de/10014928788

Service quality, client satisfaction and loyalty towards audit firms

Ismail, Ishak; Haron, Hasnah; Nasir Ibrahim, Daing; … - In: Managerial Auditing Journal 21 (2006) 7, pp. 738-756

Purpose – The purpose of this paper is to explore the relationship between audit service quality, client satisfaction and loyalty to the audit firms. SERVQUAL model was used to measure the perceptions and expectations of public listed companies on the services received from audit firms....

Persistent link: https://www.econbiz.de/10014929032

Further evidence on knowledge spillover and the joint determination of audit and non‐audit fees

Krishnan, Gopal V.; Yu, Wei - In: Managerial Auditing Journal 26 (2011) 3, pp. 230-247

Purpose – For more than 25 years auditing research has examined whether knowledge spillovers or synergies exist from the joint provision of audit and non‐audit services as well as whether the audit client benefits from knowledge spillovers. However, empirical evidence on knowledge spillover...

Persistent link: https://www.econbiz.de/10014929244

Improving the quality of internal audit functions through total quality management

Rezaee, Zabihollah - In: Managerial Auditing Journal 11 (1996) 1, pp. 30-34

In today’s fast‐paced and ever‐changing audit environment, an improved quality of the internal audit function is essential to the success of internal auditors. Suggests total quality management (TQM) as a means of achieving continuous quality improvements in internal audit functions....

Persistent link: https://www.econbiz.de/10014929502