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Customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in Bangladesh mobile telecommunications market

Mannan, Mahafuz; Mohiuddin, Md. Fazla; Chowdhury, Nusrat; … - In: South Asian Journal of Business Studies 6 (2017) 2, pp. 142-160

Purpose The purpose of this paper is to link customer satisfaction, switching intentions, perceived switching costs … addition, this study develops three key formative determinants of customer satisfaction: financial factor, technological factor … of 442 respondents. The three key formative determinants of customer satisfaction were developed using a panel of five …

Persistent link: https://www.econbiz.de/10015005678

Retail service quality in India: construct exploration and measure development

Verma, Harsh V; Duggal, Ekta - In: South Asian Journal of Global Business Research 4 (2015) 1, pp. 129-148

Purpose – Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct of retail service quality in the Indian context, and identifies quality components as a precursor to developing a...

Persistent link: https://www.econbiz.de/10015005867

New developments in customer service training

In: Management Development Review 10 (1997) 4, pp. 151-153

Customer service representatives are no longer perceived as secretaries or telephone operators, nor considered as mere support staff for personnel working in the field. Rather, they are increasingly viewed as carriers and guardians of the company’s image, and key players in the...

Persistent link: https://www.econbiz.de/10014936870

Investing in change

Memmott, David - In: The TQM Magazine 3 (1991) 5

satisfaction ratings. Lists the achievements of the project during the past three‐and‐a‐half years and concludes with a summary of …

Persistent link: https://www.econbiz.de/10015033238

Attention to detail

Creelman, James - In: The TQM Magazine 3 (1991) 5

Exploration of the American Express Company′s experience of integrating TQM within its organisation. The article briefly charts the history of the company, relating its long‐standing goals to those of TQM. Charts the work of training network TMI for American Express with its “putting...

Persistent link: https://www.econbiz.de/10015033242

Baldrige Winners

Delsanter, Judith M. - In: The TQM Magazine 4 (1992) 1

another point in common, that of focusing on customer satisfaction. Defines the dominant factors for each company′s success in … customer satisfaction. …

Persistent link: https://www.econbiz.de/10015033258

MANAGING AND TRAINING FOR CUSTOMER SERVICE

Macaulay, Steve; Cook, Sarah - In: Management Development Review 6 (1993) 6

Discusses a recent Industrial Society survey which indicated that customer care and service was a priority for UK organizations. Shows that “the customer is always right” needs an effective customer service initiative to be able to address this and more.

Persistent link: https://www.econbiz.de/10014936779

Value drivers and adventure tourism

Williams, Paul; Soutar, Geoff; Ashill, Nicholas Jeremy; … - In: Journal of Service Theory and Practice 27 (2017) 1, pp. 102-122

with customer satisfaction and behavioral intentions, between two culturally distinct groups of adventure tourists. Design …. Originality/value This study highlights that different value drivers affect the satisfaction and behavioral intentions of Japanese …

Persistent link: https://www.econbiz.de/10014907482

Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty

Chuah, Stephanie Hui-Wen; Rauschnabel, Philipp A.; … - In: Journal of Service Theory and Practice 27 (2017) 3, pp. 616-641

Purpose The purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a … loyalty compared with satisfaction; third, switching inducements (i.e. competitors’ marketing innovation initiatives …, satisfaction and switching barriers (i.e. a focal firm’s marketing innovation initiatives, switching costs, inertia, and local …

Persistent link: https://www.econbiz.de/10014907488

Navigating service sector innovation using co-creation partnerships

Burdon, Stephen; Mooney, Grant Richard; Al-Kilidar, Hiyam - In: Journal of Service Theory and Practice 25 (2015) 3, pp. 285-303

collaboration works customer satisfaction and associated contract retention can increase significantly. Originality/value – Most …. In such cases, customer satisfaction surveys can be useful tools for objectively navigating the innovation co …

Persistent link: https://www.econbiz.de/10014907562