[BOOK][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer
RL Oliver - 2014 - taylorfrancis.com
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 …
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Dynamic customer relationship management: Incorporating future considerations into the service retention decision
The authors examine the influence of customer future-focused considerations, over and
above the effects of satisfaction, on the customer's decision to discontinue a service …
above the effects of satisfaction, on the customer's decision to discontinue a service …
Rethinking customer expectations of service quality: are call centers different?
AM Dean - Journal of Services Marketing, 2004 - emerald.com
Reported studies on call centers emphasize efficiency and control, with possible
implications for service priorities, customer orientation and service quality. However, there is …
implications for service priorities, customer orientation and service quality. However, there is …
Managing customer expectations in the service encounter
RW Coye - International Journal of service industry management, 2004 - emerald.com
Consumers of services have expectations about what they will receive from the delivery
system. These expectations are beliefs about future events which, when compared with the …
system. These expectations are beliefs about future events which, when compared with the …
Estimating impacts of logistics processes on online customer ratings: Consequences of providing technology‐enabled order tracking data to customers
Recent advances in logistics tracking technologies have enabled e‐commerce firms to both
accurately track the shipments and obtain accurate estimates of delivery times. With …
accurately track the shipments and obtain accurate estimates of delivery times. With …
Brand familiarity: its effects on satisfaction evaluations
JLM Tam - Journal of Services Marketing, 2008 - emerald.com
Purpose–The purpose of this paper is to examine the moderating effects of brand familiarity
on satisfaction evaluations and behavioral intentions. Design/methodology/approach–A …
on satisfaction evaluations and behavioral intentions. Design/methodology/approach–A …
Framework for analyzing wait times and other factors that impact patient satisfaction in the emergency department
OA Soremekun, JK Takayesu, SJ Bohan - The Journal of emergency …, 2011 - Elsevier
BACKGROUND: Wait times and patient satisfaction are important administrative metrics in
emergency departments (EDs), as they are critical to return patronage, liability, and …
emergency departments (EDs), as they are critical to return patronage, liability, and …
[BOOK][B] Dienstleistungsmanagement
H Corsten, R Gössinger - 2007 - katalog.ub.uni-heidelberg.de
Dieses Buch gibt einen Überblick über die betriebswirtschaftlichen Erkenntnisse für
Dienstleistungsunternehmungen. Dabei erfolgt eine Beschränkung auf die drei Funktionen …
Dienstleistungsunternehmungen. Dabei erfolgt eine Beschränkung auf die drei Funktionen …
When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Extant research established that customers' expectations play an ambivalent role in the
satisfaction formation process: While higher expectations are more difficult to meet and thus …
satisfaction formation process: While higher expectations are more difficult to meet and thus …
Experienced and potential medical tourists' service quality expectations
Purpose–The paper's aim is to compare experienced and potential US medical tourists'
foreign health service‐quality expectations. Design/methodology/approach–Data were …
foreign health service‐quality expectations. Design/methodology/approach–Data were …