...Lucas Baier; Niklas Kühl; Ronny Schüritz; Gerhard Satzger The possibility to understand the relationship between encounter data and customer satisfaction will offer ample opportunities to evaluate and expand existing service management theories. Identifying dissatisfied customers...

... attributes that are “potential delighters” versus “must-have” attributes. Customer satisfaction Customer behavior Customer delight Managers commonly believe that customer satisfaction is a fundamental determinant of long-term consumer behavior. This widespread acceptance has made customer...

... © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Stereotypes Health services Service dominant logic Customer satisfaction Value co-creation The present study addresses this gap in knowledge by examining two mediating mechanisms...

... is to study the impact of FLEs’ brand advocacy on customer satisfaction with the service encounter, and identify the conditions under which the effects are detrimental. This paper specifically considers service issue severity and product newness as contingency conditions. This paper finds that brand...

... customer satisfaction and attitudinal loyalty, perceived switching costs and attitudinal loyalty, and attitudinal loyalty and behavioral loyalty (i.e. recommendations, cross-buying, and total spend). Design/methodology/approach Set in a banking context, this study is the first in an RRP context to link...

...Seo Young Kim; Youjae Yi Purpose The purpose of this paper is to demonstrate that customer engagement behavior may not always be a positive experience for customers. Specifically, the paper examines the effect of sources of help (employee vs customer) on customer satisfaction, and the underlying...

...Magnus Soderlund The present study adds employee categorization leakage to the existing literature dealing with employee-related factors affecting customer satisfaction in service encounters. Service marketing Customer satisfaction Categorization Service encounters Poor and rich...

...) employee significantly increases customer satisfaction through the mediating influence of pleasure. The face is believed to be the primary non-verbal channel for the communication of emotions (Small and Verrochi, 2009), with smiling being the most direct sign of positive emotions (Ekman, 1992...

...Min-Hsin Huang; Zhao-Hong Cheng Purpose Customer satisfaction (CS) and customer-company identification (CCI) are two important relational constructs and play a complementary role in the service-profit chain. Drawing from the theory of relationship dynamics, the purpose of this paper is to define...

... “disaggregated effects on receivers” as an important issue for future research investigation. The current study contributes to knowledge of the behavioral and psychological impacts of eWOM on individual receivers. Internet Stress Customer satisfaction Complaints Coping Online reviews Customers...

...Alexander Buoye; Yuliya Komarova Loureiro; Sertan Kabadayi; Mohammad G. Nejad; Timothy L. Keiningham; Lerzan Aksoy; Jason Allsopp Purpose – The satisfaction and loyalty research argues that customer satisfaction is an antecedent to share of wallet (SOW). The double jeopardy view, however, argues...

... this study, is illuminated. Brand loyalty Relationship marketing Customer satisfaction Retailing Services marketing Technology has dramatically changed the landscape of retail services. In particular, the web, and what is known as social media or Web 2.0, have given consumers much more...

... implications – The research points to guidelines to structure CP activities based on the nature of the participation process and the type of service output to achieve the competing goals of customer satisfaction and efficiency. Originality/value – The proposed classification offers a new method...

.... by increasing switching costs) is a common strategy. The purpose of this paper is to develop a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions. Design/methodology/approach – Survey data were collected from...

... receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction...

... that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand...

... Consumer behaviour Customer experience Customer experience quality Customer loyalty Customer satisfaction Customer services quality Pre-purchase satisfaction Repurchasing behaviour Scale development Service experience Article Type: 2013 Awards for Excellence From...

... Oliver et al.'s consumer delight model in a utilitarian, frequent-use setting, finding previously undiscovered limitations to its validity. Customer satisfaction has been analyzed from two perspectives: transactional and cumulative. In a transactional perspective customers evaluate or make...

... as a top strategic priority but only one in four has a formal definition of customer loyalty. Customer satisfaction and likelihood to recommend are the two most tracked measures. The findings also demonstrate that few firms are relatively sophisticated in their analytics capabilities and only half examine...

... between employee‐level CO and a customer's perception of interaction quality. Additionally, interaction quality is shown to be positively related to customer satisfaction. Research limitations/implications Although the design of the research utilized data from both customers and employees from several...