Customer Satisfaction
Buying Private Label Durable Products: Influence Of Perceived Risk And Anticipated Satisfaction
Based on the purchase of a plasma television, this present study analyses the influence of general satisfaction with private labels, perceived similarity, in terms of quality between the private Read More »
Author: Maria-Jose Miquel, Eva Caplliure, Carmen Perez, Rafael Curras
Contributor: eb™ Research Team
Customer Perceptions Of Service Recovery Fairness: An Empirical Investigation In The Thai Hotel
A fair recovery positively influences customer satisfaction and repatronage intentions following a service failure. While the link between perceived recovery fairness (justice) and customer Read More »
Author: Stavros Kalafatis, Jaywant Singh, Benedetta Crisafulli, Francesca Dall’Olmo Riley
Contributor: eb™ Research Team
The Influence Of The Net Promoter Score (NPS) On Actual Online Word-of-Mouth
The Net Promoter Score (NPS) is a widely used measurement tool for customer loyalty. While common practice for many companies across multiple industries, academics are not convinced about the NPS Read More »
Multichannel Versus Pure E-securities Brokers: Impact Of Customers’ Assessment Of Website
This study compared customers of multichannel securities brokers with customers of pure e-brokers in their evaluations of online website attributes and the attributes’ impacts on e-trust and Read More »
When Waiting Time Requires Manager Attention: A Field Study In The Restaurant Industry
Past research demonstrated that waiting time satisfaction has a positive effect on service evaluation. However, where many services consist of multiple stages, few studies consider an evaluation of Read More »
Author: Dennis Von Bergh, Paul Ghijsen, Kees Gelderman, Ron Tuninga
Contributor: eb™ Research Team
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