Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...

2008 2 I dedicate this thesis to my dear mother and father 3 Abstract While a vast number of studies have pointed out the keys of relationship marketing practices in consumer markets, little attention has been paid to the value the organization can get from such strategies in the B2B market. The literature provides relatively little support for the effectiveness of relationship marketing progra...

Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm’s capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts i...

banking and financial services are important parts of the service industry. quality of service in the banking industry has a close relationship with customer satisfaction service system. banks could create competitive advantage by increasing customer satisfaction and reduce costs in today's competitive environment. this paper presents a decision-making model to obtain optimum tasks assigne...

this article develops a theoretical structural model representing the repurchase behavior so that it can measure the repurchase index. the basic model was the european customer satisfaction index that is developed here by adding two latent variables: advertisement as an independent variable and repurchase intention as a dependent variable. data from a questionnaire survey of 150 respondents fro...

Nowadays, managing correctly the always changing customer demands is a challenge for companies, especially because of its impact on the Supply Chain (Forrester effect). Tactical planning is very useful in establishing robust plans. This paper proposes an alternative policy to traditional practices (frozen horizon ...), the so-called “reference plan”, to obtain more stable and robust production ...

the purpose of this paper is to identify the factors of customer satisfaction in export development bank of iran (edbi). in this study, purposive sampling technique was employed to recruit 50 customers classified as government service holder, private service holder and businessmen from all edbi branches. we have done kaiser-meyer-olkin measure of sampling adequacy, bartlett's test of sphericity...

Business response to customers’ need for service (before, during, and after purchase) is mixed –from investing significantly to not investing at all or even to de-investing – indicating an ambiguity regarding customer service’s impact on performance. In this paper we test the impact of god and bad customer service on key business variables such as customer satisfaction, perceived relative attra...