Upselling is a common practice in business that is associated with high profit margin. Yet empirical evidence suggests that upselling is negatively correlated with customer satisfaction. In this paper, we study the relationship between upselling and customer satisfaction in the framework of sales agents’ incentive. On the one hand, sales representatives are motivated to upsell by the monetary i...

This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of this survey show that the more customers ...

Primitive emotional contagion has been proposed to explain why ‘service with a smile’ predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and mood as mediators in service encounters, contrasted with a direct path through perceived service quality. Independent coders recorded the smiling strength of employees and customers at three points in ti...

Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...

This present study aims to compare how service brand preference influence service perceived value, customer satisfaction and loyalty in different countries—Japan and China. Moreover, this study purposes to explore whether countries’ image affect service brand preference of customer. Two customer surveys which were practiced in Japan and China were conducted to examine moderation hypotheses, whi...

The present study has been attempted to understand and examine the factors influencing the customers (passengers) satisfaction in the Bangladesh Railway Platforms. The study is exploratory in nature and used factor analysis to identify the foremost significant factors of customers’ satisfaction with service quality. The research methodology is empirical and a survey of passengers (customers) wa...