The relationship between customer satisfaction and logistic costs was mainly analyzed in the article, and the grey correlation analysis method was used to study the relationship between customer satisfaction and various activity centers, and the research result could offer decision-making references to save costs and enhance customer satisfaction for 3PL (Third Party Logistic) enterprises.

The purpose of this study is to continue to fill a gap in the literature by investigating the impact of website-supported customer relationships on customer satisfaction. The study used content analysis to analyze the interview data obtained from a sample of 22 executives and webmasters of eight (8) IT companies in Quebec, Canada to test the hypotheses. The results show that three of the four w...

The rapid development of the Internet has facilitated the proliferation of online stores. How businesses can seize this enormous business opportunity and survive intense competition is an important issue. Based on strategic experiential modules (SEMs), including sense, feel, think, act, and relate, this study attempted to explore the type of experience preferred by consumers of lativ, a well-kn...

Recent studies suggest that satisfaction with price affects overall customer satisfaction. In the internet market, customer satisfaction is determined by two separate measures: satisfaction with the pre-purchase experience (e.g. ease of use, selection) and satisfaction with the post-purchase experience (e.g., delivery, order tracking, customer service). Using data collected by a commercial web ...

Nowadays E-tailing has grown tremendously fast, which bring intensive competition in online business. E-tailers pay more attention to website management to acquire and retain customers. Information quality of website is vital to gaining and increasing customer loyalty in online market. This study validates that information quality has direct effect on customer satisfaction, and it investigates ...

Prior research has found that the relation between customer satisfaction and performance is equivocal. This study explores explanations for this finding, paying attention to whether increases in customer satisfaction can provide diminishing improvements to organisational performance. The concept of a point at which returns to customer satisfaction begin to diminish is particularly important to ...

been studying the processes by which delivering high-quality goods and services increases profitability through customer satisfaction and found that customer satisfaction is related to positive word of mouth, cross-selling or upgrading, repurchase intentions, and reduced price sensitivity (e.g., Baker and Crompton 2000; Reichheld and Sasser 1990; Rust, Zahorik, and Kleiningham 1995; Stahl, Matz...

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims t...

The relationship of employee job satisfaction with customer service quality evaluation and customer loyalty is studied. A study of the UK financial services industry finds that, contrary to previous research, employee job satisfaction does not affect customers’ perceptions of service quality; but there is a relationship between job satisfaction and one measure of customer loyalty repurchase int...