...Mehran Kamali; Hadi Zarea; Mathew Parackal; Zhan Su Purpose The purpose of this paper is to investigate the role of Customer Participation (CP) in the effectiveness of New Service Development (NSD) by examining the moderating roles of Customer Empowerment (CE) and Customer Satisfaction (CS...

...Neeraj Yadav; Pantri Heriyati Purpose Generic quality management system standard ISO 9001 and the automotive quality management system standard IATF 16949 both require organisations to demonstrate continual improvement in their customer satisfaction and the number of non-conformities identified...

... of the variables chosen for the study. Stepwise multiple regression analysis is employed for data analysis. Findings Surprisingly, emotional competency showed an insignificant relationship with customer satisfaction. The social and technical competencies are found significant. The findings suggest...

...Abhijeet Biswas; Deepak Jaiswal; Rishi Kant Purpose Permeation of private sector banks has triggered intense competitiveness in the Indian banking sector; therefore, customer satisfaction has become the epicenter of all activities. The study seeks to explicate the antecedents and reverberation...

... of importance of the adopted criteria for e-commerce service quality were proposed. Design/methodology/approach The level of customer satisfaction was measured using the Servqual method. In order to compare two groups: the quality of e-commerce services before purchase and the quality of e-commerce services...

...Sarra Berraies; Rached Chtioui; Mehrez Chaher Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL...

...) and the direct and indirect effects of OMS on customer satisfaction (CS) and customer behavioral intentions (CBIs) that might affect income and, therefore, be influential regarding café-restaurants in Sulaimania in Iraq. Design/methodology/approach Data are collected through a survey questionnaire using...

... to have a strong positive impact on employee motivation and performance within the public sector as well (Kealesitse et al., 2013). According to Huang and Dastmalchian (2006) , customer orientation can enhance customer satisfaction and loyalty, while increasing profitability and competitiveness...

... Laboratories Customer satisfaction Data analysis Malaysia Customer satisfaction is a psychological attitude which indicates a customer's positive or negative feeling about the value he or she receives as a result of using a particular firm's products or services (Homburg and Rudolph, 2001). It has...

... application to measure customer satisfaction in FM. Design/methodology/approach Through an extensive literature review, this paper researches the application of customer performance measurement in FM through a strategic management context. Findings The development of a customer performance measurement...

... underpin the assumptions used to explain the service profit chain model. The service profit chain model argues that employees' level of satisfaction with organisational processes significantly affects how they deliver services, which in turn affects the resultant level of customer satisfaction...

...Veronica Martinez; Zoe Radnor; Arturo J. Fernández‐González; J. Carlos Prado Prado Purpose The research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000‐certified organizations...

...Paul J. Davis Purpose To provide public sector organizations with a development map to achieve employee and customer satisfaction and to align organizational processes for goal achievement. Design/methodology/approach The paper re‐works the highly influential and widely validated service...

... which should be specifically addressed to improve quality and customer satisfaction. The objectives of the study were to: The focus of the study has been on identifying the minimum set of design characteristics able to cover and provide for quality in education. The study is thus aimed...

... approach to customer satisfaction measurement that fails to recognise the concept of value is likely to fail. It can be useful to ask customers to express their satisfaction – and many organisations do this using simple questionnaires with equally simple scoring systems. However, they tend to give...

...Edited by Subir Chowdhury Management theory Globalization Customer satisfaction Edited by Subir ChowdhuryFinancial Times/Prentice HallISBN:0273639633£21.99 Keywords Management theory, Globalization, Customer satisfaction The editor has assembled contributions from...

...Shirley Daniels Customer value management (CVM) is an enhanced form of customer satisfaction measurement – one that recognises the fact that the price paid for goods and services is a key component of value. Explains the background to CVM and the key issues surrounding its implementation. © MCB...

...’ unclear expectations. In customers’ understanding of service there appears to be a distinct difference between product and service transactions. So what is customer service? Customer service is often equated to customer satisfaction. But customer satisfaction is subjective. When we are providers...

... © MCB UP Limited 1999 --> Clients Consultants Customer satisfaction Media news Con Tricks: The Shadowy World of Management Consultancy and How to Make It Work for You Martin AshfordSimon & Schuster£17.99 Keywords Clients, Consultants, Customer...

... © MCB UP Limited 1999 --> Customer satisfaction Customer service Profit Service industries Media news The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value James L. Heskett, W. Earl Sasser and Leonard...