The soaring number of privacy breaches has spurred affected firms to learn how to effectively recover damaged customer relationship. In this study we develop and test a model that explains how online customer behavior is influenced by firm’s recovery endeavors upon privacy breaches. Drawing on a service recovery perspective, we integrate the notions of justice perceptions and psychological resp...

Purpose The service dominant (S-D) logic has been developed as a novel conceptual framework for the creation of value that emphasizes the role of the customer. The purpose of the paper is to explore for business practices that are compliant with the S-D logic and to contribute in the development of new business models that adopt the S-D logic. Relating the S-D logic with particular business pra...

The balanced scorecard (BSC) is a management system that enables executives and managers to map their strategic objectives onto a set of performance measures in four inter-related areas, known as the financial, customer, learning and growth, and the internal process perspectives. Based on research into leading and lagging e-business companies and their measurement practices, this paper introduc...

R in consumer psychology shows that customers seek reasons for service failures and that attributions of blame moderate the effects of failure on the level of customer satisfaction. This paper extends research on service operations failures by hypothesizing that attributions of blame also affect what matters to the customer during service failures. Specifically, we hypothesize that the relative...

The success rate of all organizations irrespective of its nature, service oriented or product oriented; profit based or non-profit based; public or private, is influenced by many factors, where the most critical customer satisfaction is to achieve excellence in business (1). This study has attempted to understand the impact TQM practices in hospital management system where the customer expectat...

INTRODUCTION Interstate natural gas pipelines are operated using sophisticated supervisory control and data acquisition (SCADA) systems. These systems are used to monitor, control and analyze operations. Software which runs in conjunction with the basic SCADA system expands the usefulness of SCADA data to enhance reliability and efficiency of operations, improve customer service, and minimize u...

This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyal...

Based on consumer’s perspective, the influences of logistics service quality on customer satisfaction were empirically studied in order to clarify the key logistical factors affecting consumer’s satisfaction. An empirical method is used to investigate the factors in E-commerce logistics service quality that influence customer satisfaction. The results indicate that delivery service quality, aft...