... 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. Word-of-mouth Thinking Customer...

... 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...

... toward each alliance partner as a standalone firm. It has been widely accepted in the marketing literature that customer satisfaction is a function of the discrepancy between prior expectation and the actual performance perceived after consumption (e.g. Oliver, 1980 ; Tse and Wilton, 1988...

... 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 about Company X?” And, consumers are relying less frequently on companies' marketing...

... 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...

... reviews Predictive power improvement Customer satisfaction Consumer behaviors Cracking the Code in an extremely interesting and valuable collection of 14 articles dedicated to the idea of accurately predicting the highly complex subject of consumer behavior and the consumer decision...

... 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...

... outlooks. These are: © Emerald Group Publishing Limited 2010 Individual psychology Brands Cross‐cultural management Customer satisfaction Israel An executive summary for managers and executive readers can be found at the end of this article. 1. Whether the self is defined...

... employs grocery retailing as context. The customers from a grocery store that is part of one of the large grocery retail chains in Norway responded to a questionnaire focusing on customer satisfaction and service quality. The Norwegian grocery retailing industry has undergone comprehensive...

... organizations. Nelson Barber can be contacted at: nelsonbarber@msn.com © Emerald Group Publishing Limited 2009 Customer satisfaction Consumer behaviour Search output An executive summary for managers and executive readers can be found at the end of this article. Consumers...

... the Service Profit Chain to Work for Unbeatable Profitability . Boston, MA : Harvard Business Press   2008 . 214 pp. , ISBN: 978‐1‐4221‐1023‐2   US$29.95 © Emerald Group Publishing Limited 2009 --> Customer loyalty Customer satisfaction Value chain Since its introduction...

..., the use of customer satisfaction surveys is not beneficial to an organization if they do not produce accurate results. When sampled individuals do not respond to the survey at all, or fail to answer key items, the results may be biased, posing a major threat to the validity of survey estimates (McCall...

... for the journalistic business. © Emerald Group Publishing Limited 2009 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...

... and form purchase decision (Johnson and Gustafsson, 2000). They are at the center of quality improvement and customer satisfaction (Anderson and Mittal, 2000). Accordingly, attribute‐related research holds the interest of both practitioners and theoreticians. As a practical concern, managers wish to make...

...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...

... Publishing Limited 2007 Complaints Consumer behaviour Customer satisfaction An executive summary for managers and executive readers can be found at the end of this article. Though largely ignored in empirical research, costs have been included in theoretical models of consumer...