... not hold a strong relationship with customer loyalty. Ahrholdt et al. (2017) proposed that the quality-delight-loyalty and the quality-satisfaction-loyalty relationships may supplement each other. Research has also demonstrated that customer satisfaction and delight are positively correlated...

... the level of customer participation (Study 1: Low versus high, Study 2: Medium versus high, Study 3: Low versus medium versus high) and measured customers' PWYW payments (Studies 1–3), customer satisfaction (Studies 1–3), perceived equity (Study 3) and perceived enjoyment (Study 3). Studies 1 and 3 were...

...Nathalie Kron; Jesper Björkman; Peter Ek; Micael Pihlgren; Hanan Mazraeh; Benny Berggren; Patrik Sörqvist Purpose Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service...

...Xin Zhao; Na Fu; Xiaoning Liang The findings indicate that team leader customer orientation increases team customer orientation climate, which leads to a higher level of customer satisfaction. Leaders' transformational leadership moderates the link between a leader customer orientation and team...

...Yung-Cheng Shen; Heng-Yu Lin; Cindy Yunhsin Chou; Po Han Wu; Wei-Hao Yang Purpose This study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the accessibility–diagnosticity framework and situated cognition...

...Andreas Edström; Beatrice Nylander; Jonas Molin; Zahra Ahmadi; Patrik Sörqvist Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level achieved at error-free service...

... analyzed along with the quantitative information obtained from the reviews using linear regression and logistic regression methods. Findings The authors found that customer satisfaction and recommendation behavior is formed by own and others' opinion about the airline and alliance. The relative...

... uses the theory of relationship dynamics to capture the rate and direction of change in the effects of SQ attributes on customer satisfaction (CS) and emotional attachment (EA). For this purpose, the study takes CS-velocity and EA-velocity as dynamic outcomes of SQ. Design/methodology/approach...

...Yu Zhang; Bing-Jia Shao Purpose The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived service-entry waiting time (PSWT) influences their first impression of service staff...

... and customer satisfaction based on consumption context (social), evaluation context (temporal) and individual characteristics (expertise). Design/methodology/approach The authors use two lab experiments (hotel and restaurant settings) and a field study of online reviews posted by actual hotel customers...

.... The purpose of this paper is to propose a new organization–customer communication model (Schema Resonance Model), explicate how schema resonance can be achieved in live chat e-service, and investigate the impact of schema resonance on live chat e-service effectiveness, efficiency, customer satisfaction...

... customer satisfaction and customer behavior-based relationship performance. Practical implications MIM used as support to the relationship with customers contributes to generating customer satisfaction and increases the value of service performance revealing it an excellent marketing tool in support...

... Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Stephanie Hui-Wen Chuah is the corresponding author and can be contacted at: hw.chuah@gmail.com Customer satisfaction has long been regarded as a key determinant of customer loyalty and repurchase intentions...

... is thus necessary. The research also reinforces the importance of conceptualizing and measuring customer value as a multidimensional construct in an international adventure tourism context. Japanese Value Customer satisfaction Adventure tourism The purpose of this paper...

... structural equation modelling. Findings Findings reveal that the SPC model behaves somewhat differently in call centres. Although there is general support for most of the links in the model, the results indicate that customer satisfaction in the call centre industry is a separate outcome, rather than...

... the impact of discounts on fairness perceptions in a set of experiments. They confirmed that low discounts were perceived as less fair than average and high discounts. All these research efforts have contributed to the idea that customer evaluations (e.g. fairness perceptions, customer satisfaction...

... in the degree of innovation sought but also alignment as to the depth and stage of the partnering dynamic itself. However, when such collaboration works customer satisfaction and associated contract retention can increase significantly. Originality/value – Most inter-company innovation projects...

...Anothai Ngamvichaikit; Rian Beise-Zee Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design...

...Hsuan‐Hsuan Ku; Chien‐Chih Kuo; Martin Chen Purpose To investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the resulting satisfaction scores. Design/methodology/approach The first...

... difficult. Also, customer satisfaction must be considered when improving service productivity, otherwise the positive long‐term effects of a lean approach in service will be absent. Practical implications These findings are useful for organizations aiming to improve their service productivity...