...Juan-José Nájera-Sánchez; Ricardo Martinez-Cañas; María-Ángeles García-Haro; María Pilar Martínez-Ruiz Purpose Given the growing importance of the relationship between customer value co-creation and customer satisfaction, it is essential to assess the implications of this connection from both...

...Thanh Tiep Le; Aviral Kumar Tiwari; Abhishek Behl; Vijay Pereira Purpose This study aims to evaluate the impact of perceived cause- related marketing (perceived-CRM) on the repurchase intention (CRIN). Besides, brand image (BIMA) and customer satisfaction (CSAT) connect this relationship...

... Limited Licensed re-use rights only Kano model HWWP model Decision support criteria Elasticity curves Theory of attractive quality Value added Customer potential requirements Customer satisfaction In today’s business environment, successful companies must differentiate their offer...

... satisfaction and loyalty. The purpose of this paper is to analyze unobserved heterogeneity on customer value dimensions perceptions in retail establishments, and their potential effects on positive forms of behavioral outcomes considering customer satisfaction as a mediating variable. Design/methodology...

... 176 customers in the context of professional financial insurance services. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software. Findings The results of the study show that customer participation produces positive effects on customer satisfaction...

... a conceptual framework that explores the links between co-production, emotional labor, employee satisfaction, value co-creation, co-production intensity, and their effects on customer satisfaction. Design/methodology/approach This study involved collecting and analyzing 322 questionnaires from the dyads...

... of the customers themselves and proposes that there is a direct relationship between value co-creation behavior and customer satisfaction with the service experience. Design/methodology/approach – To verify the hypothesis proposed, adults over 18 were personally interviewed. They had to be regular users...

...Domingo Ribeiro Soriano; Helena Martins Gonçalves; Patrícia Sampaio Purpose This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service...

...Matti Haverila; Earl Robert Bateman; Earl Robert Naumann Purpose This exploratory study aims to identify the key drivers of customer satisfaction for strategic consulting engagements in a global context. Specifically, the authors compare the attitudes of US and non‐US senior executives to learn...

... Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents. Findings It was found that customer satisfaction...

... identification through purchase, use and disposal of the product. They also are incomplete in that they focus on customer's benefits and demote the customer's sacrifice side of the value equation. © Emerald Group Publishing Limited 2004 Customer satisfaction Customer retention Value analysis...

...‐linked companies, which has led to a number of high‐profile failures, shows the importance of applying the concept of TQM to virtual environments. As the ultimate goal of TQM is customer satisfaction, it is important for the Internet companies to focus on unconditional customer satisfaction. This paper...

... 2003 Customer satisfaction Customer service Service quality Quality management Total quality management The service sector of the economy is growing in size but shrinking in quality. America is predominantly a service economy where little of the quality crusader’s fervor remains...

.... Clearly, shareholder value and customer value are interrelated – without positive, long‐term high levels of customer satisfaction there can be no long‐term shareholder value. It follows that identifying the value criteria is only the first step. Their linkages, the investment requirements and their cost...

... by: © MCB UP Limited 1996 Customer satisfaction Evaluation Financial services Positioning Since financial services are an important product which all economically active individuals are obliged to use, it is inevitable that the industry will attract a high profile with the public...

.... High margins often result from the customer′s perceptions of “exclusive value”[ 1 ]. Consequently the price the customer will pay can depend on your ability to alter the customer′s perceptions affecting exclusive value. © MCB UP Limited 1995 Customer care Customer satisfaction Customer...

.... For the hair‐stylist, the customer would probably give more weight to “testimonials” of prior happy customers. © MCB UP Limited 1995 Customer satisfaction Service industries Services marketing Special factors affect the margins earned on providing services. Success at garnering a high...

... is the cornerstone of success. Customer satisfaction Entrepreneurs Risk Small firms Strategic planning Large company or small. Start‐up or existing firm. The essence of entrepreneurial success is found in the strategies that link the company and its environment. New and/or different links between...

... to the reference model. Illustrates the application of the audit method through a case study. Concludes with a brief discussion on the significance of the work described, its limitations and potential benefits. © MCB UP Limited 1995 Customer satisfaction Integration Internal audit Product management...

... to organizations. Short cases in the areas of quality management, customer satisfaction management, and personal appraisal and development systems are given to support this argument. Concludes with a list of symptoms of this problem and appropriate managerial responses. This is a large R&D‐led company...