... satisfaction and loyalty in a market context where switching costs are low and the market is described as disloyal. Originality/value This study investigates the well-researched relationship between satisfaction and loyalty and the antecedents of customer satisfaction to determine which of these variables...

...Viraiyan Teeroovengadum Purpose The link between service quality and customer satisfaction has been well established; however, there are strong reasons to believe that gender moderates the effects of service quality dimensions on customer satisfaction. This study aims to uncover gender-based...

...Emily Mary Grott; Jesus Cambra-Fierro; Lourdes Perez; Mirella Yani-de-Soriano Purpose The aim of this study is two-fold. Firstly, to examine the outcomes of co-creation from a customer perspective using well-recognised customer management variables (customer satisfaction, loyalty and word-of-mouth...

... are assessed. Findings Perceived employee service delivery skills (PESDS) and value significantly and positively influence customer satisfaction/delight experiences, whereas customer satisfaction/delight experiences significantly and positively influence their BIs. Research limitations/implications...

...Estelle Van Tonder; Daniël Johannes Petzer; Karlien van Zyl Purpose The aim of this study is to determine whether customer satisfaction, trust and commitment as relationship quality factors can be valuable to a luxury motor vehicle dealership in generating favourable behavioural intentions...

...-recovery satisfaction and loyalty after service failures. © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only CSR Customer satisfaction Service failure Service recovery Service failure and recovery are important issues for both...

... and the USA, the purpose of the present paper is to empirically examine three potential benefits of demonstrating CSR: reduced employee turnover; increased customer satisfaction; and improved reputation. Design/methodology/approach The paper collected data on latent constructs through a survey of chief...

... Group Publishing Limited 2009 Localization Customer satisfaction Competitive advantage Communication technologies Taiwan Manufacturing industry is fundamental to the competence of developing countries. A review of competitive characteristics for Taiwan shows heavy export processing...

... practitioners as well as academics in his experts and he included data and techniques as part of marketing knowledge. Marketing Epistemology Generation and dissemination of information Customer satisfaction Academic libraries epistemology n. The study of knowledge; one of the five...

...Khaldoon (Khal) Nusair; Jay Kandampully Purpose The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the five prominent travel web sites. Design/methodology/approach A content...

..., it is probable that quality and satisfaction do bear some influence on loyalty in the steel industry. © MCB UP Limited 2002 Steel industry Manufacturing Service quality Customer loyalty Customer satisfaction Value confirmation‐based satisfaction with previous purchases; cognitive...