... management and social media are particularly influential in the relationship between users and subjects related to culture (Vassiliadis and Belenioti, 2017 ; Maniou, 2021). © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Innovation Museums Customer...

...Jan Eklof; Katerina Hellstrom; Aleksandra Malova; Johan Parmler; Olga Podkorytova Purpose The purpose of this paper is to assess the usefulness and efficiency of customer-based measures such as customer satisfaction (CSI) and perceived loyalty for monitoring and enhancing the financial performance...

...Wen‐Hung Wang; Chiung‐Ju Liang Purpose The purpose of this article is to develop a model for examination of the relations among attributes, benefits, customer satisfaction, trust, commitment, and customer behavioral loyalty in a marketing system. Design/methodology/approach...

... of security/privacy on customer satisfaction and loyalty. SERVQUAL Customer satisfaction Trust Electronic commerce Qatar Loyal customers are indeed crucial to business survival (Semejin et al., 2005). For that reason many companies use defensive marketing strategies to increase...

... performance of service attributes and customer satisfaction, and second, through a case study in the mobile telecommunication industry to prove that the importance of a service attribute is a function of the performance of that attribute. Design/methodology/approach An empirical study using...

... questionnaires). Chapter 12 deals with manual and computerized analysis of data gathered, methods of presenting information (for example, frequency distributions, performance profiles, and customer satisfaction indices), for both internal and external consumption, and determining priorities for improvement...

... strategic issue for both private and public sector organizations. In the private sector, customer satisfaction and loyalty – secured through high‐quality products and services providing value for money for the consumer – are seen as essential for long‐term survival, let alone long‐term success (Donnelly...

...K. Narasimhan S.   Cook . Measuring Customer Service Effectiveness . Gower , 2004 . 159 pp. , ISBN: 0‐566‐08538‐0   £45.00 (hardback) © Emerald Group Publishing Limited 2006 --> Customer service management Performance measures Customer satisfaction...

...K. Narasimhan N. , Hill , J. , Brierley , R.   MacDougall . How to Measure Customer Satisfaction (2nd Edition) . Aldershot : Gower   2004 . 159 pp.   £27.50 (paperback) , ISBN: 0‐566‐08595‐X © Emerald Group Publishing Limited 2006 --> Customer...

... quality. Companies that focus on customer loyalty are increasingly using their centers to differentiate their product or service offering and drive customer satisfaction.” According to the Call Center Association (1999), a call center is a physical or virtual operation within an organization in which...

... years according to specific service agreements between the customer and the company. Thus, the customer complaint system handles claims within warranty periods based on service agreements. Knowledge management Customer satisfaction New product development Literature selected...

... plan. The article concludes that lack of a structured approach for integrating programs into one plan is the major cause of strategic planning process deficiencies. © MCB UP Limited 2001 Strategic planning Customer satisfaction Improvement Strategic deployment makes sense...

... strategies for customer retention and customer attraction based on customer segmentation. In the penultimate chapter, the authors explain how relationships in the customer satisfaction chain can be measured, analyzed and modeled. How to maximize the benefits of customer surveys is the topic...