Customer Satisfaction
The Weight Of Product Attributes On Longitudinal Satisfaction For New And Long-Term Consumers
Research on longitudinal satisfaction demonstrates that the weight of product attributes on satisfaction shift over time. However, existing literature lacks an understanding of the intervening Read More »
Author: Ying Yu, Fengjie Jing, Bang Nguyen, Junsong Chen
Contributor: eb™ Research Team
Should Retailers Integrate Assortments Across Channels To Drive Customer Loyalty? Insights From
Building on the concept of diagnosticity, this study investigates through which mechanisms and in which conditions channel assortment integration influences customer loyalty. Results of a 3 (channel Read More »
The Value Of The Supermarket: A Cross-Retail Format Study Of Holbrook’s Typology
This study addresses the following two research questions: (1) Are different retail formats typically associated with different customer value types?; (2) what is the strategic role of different Read More »
Author: Kim Willems, Sara Leroi-Werelds, Gilbert Swinnen
Contributor: eb™ Research Team
A Comparison Of The Antecedents Of Offline, Online, And Mobile Channel Usage
Little is known about the perception of mobile channel attributes. In this study, a comparison of channel attributes among the online, mobile, and offline channel is conducted. Channel attributes Read More »
Author: Sebastian Tillmanns, Marcel Stafflage, Carolyn Hall
Contributor: eb™ Research Team
Agreeableness And Customer Satisfaction: Effects Of Customer Personality On The Relationship
Highly satisfied, delighted customers of banking services have higher loyalty, less intention to change the bank and a higher intention to recommend it. It is well established that not all of the Read More »
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