|
SITUATIONAL CHARACTERISTICS AS MODERATORS OF THE SATISFACTION-LOYALTY LINK: AN INVESTIGATION IN A BUSINESS-TO-BUSINESS CONTEXT
|
ABSTRACT
This paper researches moderating effects of the customer satisfaction-loyalty link with specific regards to situational characteristics. We develop hypotheses about moderating effects of perceived product importance, purchase uncertainty, switching costs and relationship duration and test them in an empirical study, using data from 425 business customers of a major European energy provider. The results of a multi-group causal analysis indicate that it is important to consider ...
Related newspaper, magazine, and journal articles from HighBeam Research
|
Five myths about customer satisfaction
Quality Progress
; ACME APPLIANCES HAS A PROBLEM. Although it's a leading manufacturer of large and small appliances, recent anecdotal evidence from the field and negative remarks in the trade press suggest that Acme's customers are dissatisfied with the company's products and are switching to other vendors. Acme is
|
|
All those in favor of customer satisfaction?
Purchasing
; More and more these days the words customer satisfaction are being invoked in purchasing departments around the country. It isn't a new phrase. In most firms it arrived at purchasing's door from further up the corporate ladder. CEOs for the past several years, for instance, have been liberally
|
|
Why - not where: what do Alaska mechanics, fighter planes, holistic culture and customer satisfaction have in common? A lot more than you imagine....
Bank Marketing
; What do Alaska, mechanics, fighter planes, holistic culture and customer satisfaction have in common? An utterly nonbank anecdote - possibly apocryphal, maybe not: In the 1960s, officers at an Air Force base in Alaska noted that those aircraft maintenance staff who were Native American Alaskans had
|
|
|
A CONTENT ANALYSIS OF CUSTOMER SATISFACTION IN ANNUAL REPORTS
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
; ... Manifesto," Harvard Business Review, 69 (January-February): 131-137. Fielding, Michael (2006), "Customer is King-Says Who?" Marketing News, April 15:4. Fornell, Claes (1992), "A National Customer Satisfaction Barometer: The Swedish Experience," Journal of Marketing ...
|
|
Measuring customer satisfaction.
Ceramic Industry
; A well run customer satisfaction measurement program is the key to improved customer retention Quality has become the strategic driving force for the 1990s. SPC, TQM, ISO 9000 and other acronyms have become a part of every business vocabulary. The true measure of quality is satisfied customers who
|
|
|
A case study of organization-level customer satisfaction
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
; ABSTRACT Despite ample study of the satisfaction of individual customers, little is yet known about organizational practices with respect to customer satisfaction. To encourage the development of further knowledge, this paper reports a case study of the development and evolution of a customer
|
|
Study identifies opportunities to increase customer satisfaction
Hoosier Banker
; ... that across a wide range of businesses, the longer a firm retains a customer, the more profitable the relationship. The good news in the research findings is that most customers are generally satisfied with their banks. A total of 91 percent reported they ...
|
|
Technology advancement strategy on patronage decisions: the role of switching costs in high-technology markets.
Omega
; 1. Introduction The complex nature and volatility of high-technology markets also create uncertainty and competition on the supply side [1]. In the fast-changing and competitive technology market, every firm tries to provide the most advanced version of whatever product they offer. Especially in
|
|
|
Gaining a competitive advantage through customer satisfaction. (Faculty Corner)
Bank Marketing
; What are the most common competitive strategies for banks? It appears that many banks are pursuing one of the following: * Don't Annoy The Customers. The goal is to provide just enough performance and customer satisfaction so customers don't leave. * We're No Worse Than Anyone Else. If this is your
|
|
Will you still love me tomorrow? Here are five myths about customer satisfaction. Once you see these fables debunked, you can start to respond in more realistic ways to customer metrics.(Customer Satisfaction)
ABA Bank Marketing
; [ILLUSTRATION OMITTED] There are a lot of myths about customer satisfaction and how to obtain it. One fable is that you should strive blindly to satisfy all of your customers' desires. WRONG. Some retail banks fall into the trap of indiscriminately investing so much to satisfy customers that their
|