... and fulfillment (all four from e-service quality measurement scale or E-S-QUAL) comprised the six independent factors. Customer satisfaction, perceived value and purchase continuation intention were the dependent factors, while the variable personalized experience was the mediating variable. Findings...

...Muhammad Zubair; Sidra Iqbal; Muhammad Kashif; Vladimir Kosonogov; Anna Shestakova Purpose The purpose of this study is to compare the impact of website recommendations and artificial intelligence ( AI )-based, voice-enabled recommendations on customer satisfaction with the products recommended...

.... The results indicate that motives of information, self-discovery, status enhancement and entertainment were positively and significantly related to BCE, except social integration. BCE was significantly related to relationship quality (RQ) and customer satisfaction (CS). Finally, CS had a significant positive...

... in relation to the dominant position of customer satisfaction as an antecedent to word-of-mouth in the existing literature. The present results, however, indicate that satisfaction’s contribution to the variation in talking about the encounter was modest. 27 04 2018 31 08 2018 07 01 2019...

... in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend. Findings The results show that customer readiness is a second-order construct. It has...

... favorable word-of-mouth about each alliance partner; and (b) negatively related to their intention to switch away from either alliance partner. It has been widely accepted in the marketing literature that customer satisfaction is a function of the discrepancy between prior expectation and the actual...

... includes a positive service experience” (p. 6). Wired and Dangerous applies to anyone involved in the customer service/customer satisfaction process, from front‐line sales to C‐suite management. Expectations have rocketed from “ah well, I got my product” to “What are other customers saying...

... theory and practice Marketing mix management Targeting Consumer interaction Comparative advertising Brand experience Consumer generated product reviews Predictive power improvement Customer satisfaction Consumer behaviors Cracking the Code in an extremely interesting and valuable...

... satisfaction and intentions. The qualitative findings show how managers may enhance the dining experience and customer satisfaction. Research limitations/implications Caution is advised in extrapolating the results beyond the issues investigated in the study. Practical implications The findings provide...

... Customer focus Customer satisfaction Although the title of this book is Empowered, it is really about the growth, care and nurturing of HEROes (highly empowered and resourceful operatives). That care and growth must be done through empowerment: “To succeed with empowered customers, you must...

... effect of objective knowledge on this relationship. Finally, it uses SEM for moderator analysis with latent constructs. © Emerald Group Publishing Limited 2011 Customer satisfaction Customer loyalty Perceived risk Objective knowledge Certainty An executive summary for managers...

... of a well‐known manufacturer from a specific country, which is perceived as specializing in the category of goods to which the product belongs (De Chernatony and McDonald, 1998). © Emerald Group Publishing Limited 2010 Individual psychology Brands Cross‐cultural management Customer...

... marketing Gender Stores and supermarkets Norway Retailing Customer satisfaction An executive summary for managers and executive readers can be found at the end of this article. Gender differences in shopping behavior are a fertile area for the popular press, but gender has only recently...

... satisfaction Value chain Since its introduction in the 1990s, the “service profit chain” concept has been positively and widely received by industry and academia alike. Simply stated, the “service profit chain” advocates a mirror relationship between employee and customer satisfaction that can drive...

... the understanding of search behavior and the role gender plays, particularly in different purchase situations. Nelson Barber can be contacted at: nelsonbarber@msn.com © Emerald Group Publishing Limited 2009 Customer satisfaction Consumer behaviour Search output An executive summary...

... and unbiased results to be able to make key operational changes. Thomas L. Powers can be contacted at: tpowers@uab.edu © Emerald Group Publishing Limited 2009 Market research Market surveys Customer satisfaction Demographics An executive summary for managers and executive readers can...

... for the journalistic business. Internet Newspapers Motivation (psychology) Customer satisfaction Attitudes An executive summary for managers and executive readers can be found at the end of this article. The growth of the internet over recent years means major changes in business relationships...

... hierarchical comparisons of an attribute actual performance become more relevant during post‐purchase evaluations, as do the emotions that they elicit. Customer satisfaction Product attributes An executive summary for managers and executive readers can be found at the end of this article...

...Eduardo Torres‐Moraga; Arturo Z. Vásquez‐Parraga; Jorge Zamora‐González Purpose Studies on customer satisfaction and loyalty have focused on brand rather than product. It is not that brand is not important, but the process of loving a brand starts with a product. Customers appreciate products...

... of Consumer Affairs , Vol. 39 , Winter , pp. 299 ‐ 313 . Herbert Jack Rotfeld can be contacted at: rotfehj@auburn.edu © Emerald Group Publishing Limited 2007 Ethics Customer satisfaction Consumers In Gene Roddenberry's vision of a future society shown in the Star Trek...