... 07 2024 08 02 2025 28 04 2025 15 06 2025 13 07 2025 17 07 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Corporate social responsibility Customer engagement Customer satisfaction Trust Identification...

... 2024 17 11 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Sustainable incentives Sustainable involvement Customer satisfaction Brand experience Word of mouth Embracing sustainable practices has evolved into a more viable...

... criticality failures has a greater impact on customer satisfaction levels and repurchase intentions for female and male customers. Design/methodology/approach A scenario-based experimental design method has been adopted to collect data, and 697 participants aged 18 and 58 years have been reached...

.... García-Madariaga et al. (2017) Customer Satisfaction CS (Model1) Customer's overall evaluation of the experience of buying and consuming a product over time (Anderson et al., 2004) ACSI Index. Wolter et al. (2019) Employee satisfaction ES (Model1) Emotional...

... with the SPSS program with the PROCESS tool to examine the moderation (Model = 1) and three-way interaction (Model = 4) effects. Findings The research findings show that inoculation messages moderate the relationship between recovery measures and customer satisfaction. Specifically, there is a positive...

... re-use rights only Brand loyalty PLS-SEM eWOM Customer satisfaction Elaboration likelihood model Consumer brand engagement What makes consumers engage with a brand? How can brands consistently interact with customers to become their first choice when the brand's category is evoked...

... that specifies the effect of customer engagement in sales promotion on purchase intention, through its impact on perceived value and customer satisfaction. Design/methodology/approach The model was tested with the PLSc-SEM approach. Findings Engaging customers to store's offers by giving them...

... in an online retailer has two principal forms: cognitive trust and affective trust. The purpose of this paper is to examine various factors influencing the development of each form of customer online trust and the subsequent effect on customer satisfaction (CS) and loyalty intention (LI). Design/methodology...

...-comparative approaches to examine the effects of service quality, value, and customer satisfaction on attitudinal loyalty in a service setting. Design/methodology/approach The study uses the data collected from the survey of 300 customers of two large Indian banks. Findings The results provide partial...

... in banks to facilitate internet banking successfully. Furthermore, this results in customer satisfaction and continuance intentions towards internet banking usage. The premise of this argument is that customers’ trust in service providers affect customer satisfaction (Erciş et al., 2012...

... on customer satisfaction and loyalty. It was shown that “customer services about atmosphere (CSA)” affected both satisfaction and loyalty whereas “incentive customer services (ICS)”, “customer services in encounter stage (CSE)”, and “customer services about payment (CSP)” affected only loyalty. Research...

... revenues and cost savings (Clemes et al., 2010). © Emerald Group Publishing Limited 2013 Price satisfaction Switching behaviour Relationships Retail banking Prices Customer satisfaction Establishing, developing and maintaining buyer/seller relationships has been central...

...Jackie Lai‐Ming Tam Purpose The objectives of this study are twofold: to investigate the impact of service encounter quality dimensions on perceived value, customer satisfaction, and loyalty, and to examine the moderating effect of perceived risk on the relationship of loyalty with perceived value...

...Pham Ngoc Thuy Purpose In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this paper is to test the relationship between service convenience and customer satisfaction based...

...Hua Yang; Nigel Coates Purpose It has been accepted that enhancing the satisfaction of employees, especially customer‐contact employees is important as they can significantly and positively influence customers' satisfaction. In order to improve satisfaction of customer contact employees – caddies...

.... realization or creation of the desire to travel to a place), information search and evaluation, choice and booking processes and post‐trip travel experience sharing (Moutinho, 1987). Consumer behaviour Customer satisfaction Travel Tourism Portals © Emerald Group Publishing Limited 2010...

...Rodoula H. Tsiotsou; Vanessa Ratten; Mark S. Rosenbaum; IpKin Anthony Wong Purpose The purpose of this paper is to show how value equity and its subdimensions of service quality, cost, and convenience drive customer satisfaction among business and leisure travelers who are attending events (e.g...

... The research shows the great importance of a destination that offers conditions that support specific goals or desired activities in order to achieve customer satisfaction. It also finds that the physical service environment has a major influence on customer satisfaction. Finally, the physical conditions seem...

....” Deciding how to compete on what customers value now and in the future raises difficult questions. Woodruff (1997) adds that, “to build customer value delivery capability often requires finding and overcoming organizational culture, procedural, and learning barriers.” Customer satisfaction Customer...

...Michel Rod; Nicholas J. Ashill; Jinyi Shao; Janet Carruthers Purpose The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand...