Customer satisfaction/dissatisfaction has become an important issue for marketing
practitioners. The authors examine the issue in terms of customer service. In particular …

Page 1 INTERNATIONAL SERIES IN OPERATIONS RESEARCH AND MANAGEMENT
SCIENCE perations Management Customer Satisfaction Evaluation Methods for Measuring and …

Abstract Service providers are continually looking for ways to increase customer loyalty.
Although loyalty to tangible goods (ie, brand loyalty) has been studied extensively by …

Although there is no consensus on the definition and measurement of brand loyalty in the
literature, there are three approaches to measure brand loyalty; behavioral scales which …

In highly competitive environments, such as retail markets, characterized by a growing
heterogeneity of demand and the proliferation of new retail formats, cross-shop** …

The authors decompose repeat buying for frequently purchased nondurables. The results
are very similar for two categories each over a different city and time period. A factor analysis …

Nous proposons de définir le comportement de fidélité comme une tendance latente
présente durablement chez le client qui contribue à développer à long terme ses achats de …

Marketing researchers and practitioners have been interested in how advertising and
promotion influence consumer purchases. Most work in this field, however, has concentrated …

We propose to analyze the determinants of consumers' brand decision within a retailer store
using a multinomial mixed logit approach. For the consumers' choice, national brands …

In hypercompetitive business markets, the ability to develop unique competitive advantages
often spells the difference between corporate success and failure. Overlaying segmentation …