Customers are the bedrock of any business and driving force behind its growth. As disparities in manufacturing costs, product quality, management systems between competing companies narrow, meeting customer expectations, increasing satisfaction with company, exceeding expectations has become a robust measure for businesses seeking to increase their competitiveness. While advanced technologies o...

This paper examines the relationships between key drivers of e-service customer’s intention to continue to use an eservice. From expectancy confirmation theory (ECT) in consumer behavior literature and technology acceptance model (TAM) in IS, we hypothesize that e-service customers’ intention to continue to use an e-services is determined by the degree of customer satisfaction with e-service us...

the future economy would be a network-centric economy. networks yield more meaning to the concept of perfect competition market. the successful presence in the network-centric economy requires identification and application of new technologies. in today’s competitive business environment, everything is continuously changing and the only thing remains intact is change. environment pressures forc...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

With the prevalence of service jobs, researchers have begun to pay attention to emotional labor in the workplace. Emotional labor refers to spontaneous manipulation of one's feelings or/and expressions, in order to induce expected reaction of others (e.g. customers) or meet the organizational norms (Hochschild, 1983). Employees in service jobs commonly use emotional labor through two different ...

Relationship marketing is in vogue. And why not? The new, increasingly efficient ways that companies have of understanding and responding to customers' needs and preferences seemingly allow them to build more meaningful connections with consumers than ever before. These connections promise to benefit the bottom line by reducing costs and increasing revenue. Unfortunately, a close look suggests ...

We provide a descriptive study of the cross-category effects of satisfaction for financial services on retention behavior. Behavioral contrast and learning theories provide the bases for our understanding of these effects. Our main findings are (i) Across banking and investment categories, when customers have different providers, satisfaction with one lowers the retention probability in the oth...