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Service quality has been identified as a major determinant of market share, return on investment and ultimately, customer satisfaction, which in turn leads to enhanced brand image, and profits. This study examines the applicability of the service quality measurement scale SERVPERF in the Food service industry. Perception of Service quality in terms of the service performance (SERVPERF)dimensions,...
This study reviews the effects of strategy orientation and synergy on new product performance using a meta-analytic approach. Based on empirical studies published before 2011, this study reveals interesting findings. First, the bivariate correlations show that market orientation and technological synergy are identified as the dominant drivers of new product performance. Second, moderator regression...
The purpose of the study was to determine the applicability of the SERVPERF model in the Indian Banking Sector and also determine, if any, the differences in the service quality perception of service performance, customer satisfaction and purchase intention between public and co-operative retail banking units. The findings confirm that the SERVPERF dimensions of Tangibility, Reliability and Responsiveness...
Customer satisfaction (CS) gains lots of attention since it is believed to bring loyalty. However, are satisfied customers always loyal? Using meta-analytical method and based on 27 studies published from 1980 to 2007, we construct the moderators of CS-loyalty relationship model in four dimensions: cultural context, economic development, industry background and research method; and then put forward...
Consumer perceived value has become increasingly important for hotel marketers and operators due to the highly competitive environment. This paper attempts to answer the following questions: (1)What dimensions do consumer perceived value involve in hotel context? (2)What's the relationship between these dimensions? A total of 202 samples were analysed with exploratory factor analysis(EFA) and confirmatory...
This dissertation has designed the models from the perspective of team designed that described the relationship between top management team structural characteristic and performance, which based on TMT theory and absorbed the cultural and industrial content at the same time. Then through analysis how the structural characteristic influence the short-term and long-time performance and found that the...
The objective of this paper is to determine the knowledge sharing behavioral intentions among employees. We developed nine hypotheses on the behavioral intentions of employees with respect to sharing knowledge, which are grounded on theory. In addition, we used 141 valid survey responses from an electronics manufacturing firm in Malaysia and analyzed the data using correlation and regression statistical...
A key principle when performing research studies is that of randomisation, in order to counter any effects that the ordering of tasks, elements, subjects, etc. may have on the dependent variables. When performing requirements prioritisation, it is not always possible (e.g., because of how prioritisation methods are constructed) or even desirable to randomise all requirements before prioritising them...
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