..., confidence benefits, special treatment benefits, customer satisfaction and commitment. Design/methodology/approach An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness...

...Daniel J. Petzer; Estelle van Tonder Purpose The purpose of this paper is to assess the mediating effect of customer engagement on the relationships between selected relationship quality and value antecedents (commitment, customer satisfaction, trust and customer value), and the consequence...

...Johra Kayeser Fatima; Mohammed Abdur Razzaque; Rita Di Mascio Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction...

... observations, in‐depth interviews, company publications, and questionnaire responses on the three issues identified above. Commitment Competitive strategy ISO 9000 Management Quality ISO 9000 registration is rapidly becoming a “licence to compete” worldwide[ 6 , 7 ]. At the end of 1992, fewer...

... and concerns about ISO 9000 and highlights the importance of senior executive commitment. While commitment is shown to be a complex concept which has yet to find universal agreement, it is suggested that some of the current criticisms of the standard may be symptomatic of lack of such commitment. Outlines some...

.... Reveals that quality is but one of a number of changes that are occurring within large organizations. Quality begins in the boardroom, and the competence of directors and effectiveness of boards should not be assumed. The management of change requires top‐management commitment, and the articulation...