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With the dramatic competition in the Information Technology (IT) industry, if the IT business wants to obtain a more stable marketplace and maintain a constant source of profits. How to maintain long-term and relatively stable trading relations with customers need to be considered. Further more, they should also encourage customers to generate repurchase intention and conduct buying behaviors. This...
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,...
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...
Tourism has become a new industry of China. Scenic spot customer satisfaction degree plays a very important role in the development of tourism industry. How to measure tourists' satisfaction degree with scientific method? Through analyzing the characteristics of tourism products, the method of gray correlation analysis was selected. The first, the theory of the method was introduced. The second, the...
It's of great significance to improve customer satisfaction for MICE industry. The goal of this research is to construct MICE Customer Satisfaction Index model which is based on the European Customer Satisfaction Index model.
This paper discusses the concept of customer value, customer perceived value at first. The authors next bring forward the value orientations, value dimensions and the metrics. After that, this paper builds a model which researches the relation among customer perceived value dimensions, customer satisfaction, and customer value of service enterprises. The empirical study shows that different value...
In the 21st century, the company's marketing activities need to be changed from a purely productoriented sale to customer-oriented. The enterprises should build a good relationship with the customers so as to win their attention and support to the product or at least its information. This paper established the framework of relationship benefits-customer value-relationship quality, and proposed the...
With the rapid network technology development, electronic commerce is rapid developing in the world. Study customer loyalty has become an important issue under the background of electronic commerce. This paper summarized customer loyalty influencing factors and relevant research under the background of electronic commerce consumption.
This paper aims to use the theory of service quality evaluation and the method of mathematical statistics, initially establishes a medical service evaluation index system based on the archival research, experts consultation and patients communication. According to the prepared index system, the authors use questionnaire survey method to explore the major considered factors when patients evaluate the...
Quality of service is the core of service industry development, and is the most focused issues in service marketing research. Through reviewing the literature of service quality, this research studies the relationship of service quality, customer satisfaction and behavior intention. In this study, the railway passenger services as the empirical study object, the results show that rail passenger service...
In the past decades, satisfaction dominant logic gained widely acceptance in both marketing practice and research because it is naturally believed to influence loyalty. However, can satisfaction really bring loyalty? Using meta-analytical method and based on 85 quantitative studies from 1980 to 2007, this research finds that although satisfaction affects composite loyalty, the effect of satisfaction...
The use of corporate social responsibility (CSR) initiatives to influence consumers' buying behaviour has become quite common. The relationship between CSR and customer behavior is one of the most important research focuses of management scholars. In this article, we develop a theoretical framework that specifies how the perceived CSR influences customer loyalty. Empirically we find that the perceived...
The development level of service industry is the important index measuring social economy developing stage. Rapid development of service is the internal requirement of solving human problem and improving social harmony. This article will focus on service with experience qualities. Through the analysis on development of service industry, brand analysis and the influence of loyalty, this article summarizes...
Human dispatch is a kind of employing labor way beneficial to employee, enterprises and society. However, human dispatch industry has not formed quality specifications as a newly arisen service industry, which restricted the development of human dispatch service. This paper argues that an important way of establishing service specifications for human dispatch industry is continuous improvement of...
Switching Cost has been regarded an important factor for consumer retention. Some prior literatures had examined the construct, but researches were flawed because of lacking extensive empirical support. This article provides an empirical explanation for the drivers of the Switching Cost and discusses its impacts on consumer's switching intention through investigating the wireless communication industry...
The speed of the new product development in sewing machine industry is slow. Due to the influence of the general situation of sewing industry, time and funds, combined with the uncertainty of the development result, the enterprises find hard to make decision on how and when to develop their new products or improve old ones, though they have eager and strong desire. To meet the very demands, the article...
Strategic investment in real estate is the investment based on strategic orientation. With the gradual maturity of the real estate market and the consumers becoming more and more rational, the real estate enterprises are required to change from traditional financial management to strategic management. Through making a comprehensive analysis of financial and non-financial indicators of the real estate...
Marketing science has matured to the point where it seems desirable to take stock of where we are, what we have learned, and develop a research agenda for extending the knowledge base that has developed. For some old topics, the need today is not for additional empirical data but for some means of making sense of the vast amounts of data that have been accumulated. Meta-analysis method can make quantitative...
Service performance variability and failures also arise from the inseparability of service production and consumption, which prevents quality inspections of most services prior to delivery. Service marketers therefore have a large stake in understanding both the consequences of failure and how to provide an effective recovery, so that they can minimize customer dissatisfaction following a failure...
This paper adopts structural equation model (SEM) method to study on factors influencing relationship quality between service firm and customer. Systematic sampling method is used in the research and the individual customers who have financial dealings with the bank are investigated in ten bank mesh points in Wuhan, Hubei province, P.R.China. Three conclusions are drawn from the research: Firstly,...
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