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This research details the development and validation of a perceived customer discrimination (PCD) scale that measures individual differences in customers' proneness to feeling treated differentially in the marketplace, especially during service interactions. Two studies identify the potential items and validate the PCD dimensions. In Study 1, with a sample of 235 respondents, factor analyses and comprehensive...
A common problem in any large grocery store is to make sure the customers find the right product of their choice quickly. The problem gets worse when large grocery stores hold several thousand products and when customers have time constraints, it becomes way too difficult for customers to find the required product quickly. Often customers end up not purchasing the product of their preference just...
The service failure is sometimes inevitable because of the high interaction characteristics of service products. Based on the experimental method of scene simulation, this research examines the negative emotion, the recovery expectation, the perception control and the complaining tendency of grouping consumers when facing with service failure, by using the SPSS software. Several conclusions are drawn...
The industrial service failure is sometimes inevitable and the effective way to re-win customers is through a successful service recovery. Compared with the individual service failure, the group service failure is more complex, thus the loss brought to the service enterprises is more serious. Meanwhile, the implementation of a reasonable remediation strategy and the restoration of community satisfaction...
Previous studies about supply chain decision mechanism are based on the fixed parameters demand distribution function. But in practice the demand function is affected by the decision variables of marketing strategy. So we focus on this practical problem and build the demand distribution function including pricing, advertising and consumer characters. We add this demand distribution function into supply...
Based on worldwide development of experience economy, service brand and newly born brand love research, this paper aims to brand's love to consumer (BLTC) and proposes a model based on theoretical review. Using data from sedan maintenance service brand in China, we find support for the existence of love from brand to consumer which can be divided into three dimensions. The implications of this study...
Designing Web sites that are responsive to customer needs is a critical prerequisite for the success of online services. Recently, a usability evaluation procedure, based on the Microsoft usability guidelines (MUG) has emerged. MUG identifies five design requirements - content, ease of use, made-for-the-medium, emotion, and promotion - that should increase the usability of sites. To date, however,...
Compared with Web 1.0, Web 2.0 has many unique characteristics such as real-time, N-N interaction, consumer-participation and rapid spread. However, little literature covers this topic. This paper aims to build a new effective e-commerce service quality system of Web2.0. First, a new service quality system is built based on TAM model and then the relation between the new service quality system and...
Many service facilities are adopting the strategy of advertising a uniform delivery lead time to attract customers in Time Based Competition. Different kinds of customers have different sensitivities to price and time. How many money are prepared to pay for the service is also different to the customers with the same time or price sensitivity. In this typical guaranteed delivery time strategy, customer...
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