Given the growth of the service sector, and advances in information technology and
communications that facilitate the management of relationships with customers, models of …

Understanding the antecedents and their effects on satisfaction is crucial, especially in
consumer marketing. Most investigations in marketing research have used the Expectation …

Repeat business is critical to the success of medical clinics in the competitive medical
tourism market. This study develops a model explaining international medical travelers' …

Purpose Satisfaction and loyalty as vital and strategic concepts in the marketing literature
are highly important to companies and marketers. The review of the existing literature …

Previous research on corporate social responsibility (CSR) and firm innovativeness and
their impact on financial performance has focused on firms' actions (ie, what firms do) …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Understanding the behavioral intentions of public transit passengers is important, because
customer loyalty is seen as a prime determinant of long-term financial performance. This …

Are there economic benefits to improving customer satisfaction? Many firms that are
frustrated in their efforts to improve quality and customer satisfaction are beginning to …

The American Customer Satisfaction Index (ACSI) is a new type of market-based
performance measure for firms, industries, economic sectors, and national economies. The …

Do dissatisfied customers engage in more or less word of mouth than satisfied customers?
There is theoretical and empirical support for both possibilities. To better understand this …