i Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically u...

1 All well reputed organizations know that the key to success lies in their customers. Hence in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to jump in and steal these customers. Same rule applies in Telecommunication sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty...

BACKGROUND Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. OBJECTIVE The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. METHODS This is a cross sectional survey study. Participants were 196 patients referred to private hospi...

BACKGROUND Pharmaceutical products are an important component of expenditure on public health insurance in the Federal Republic of Germany. For years, German policy makers have regulated public pharmacies in order to limit the increase in costs. One reform has followed another, main objective being to increase competition in the pharmacy market. It is generally assumed that an increase in compe...

Executive summary To remain competitive in the services sector, companies must better understand what drives key customer behaviors such as purchase intent and repeat purchase frequency. The use of Structural Equation Modeling (SEM) and IBM SPSS Amos* is quickly emerging as a powerful approach to understanding this relationship, not only in academia but also in the corporate and public sectors....

Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design/methodology/approach – Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data...

PurposeHotel Industry is one of the most substantial factors for Tourism Industry. It could provide the necessary substructures for Tourism. Therefore the growth in Tourism industry depends on growth in Hotel industry. Hotel industry had a major growth in recent years in Iran; therefore the purpose of this paper is to explore the customer satisfaction in hotel industry. This paper aims to ident...

Technology advancement is gaining a great deal of attention among young individual. Technology has significantly impacted and changed the context and the way young people live in recent years particularly in developing countries across Asian regions. Telecommunication companies have noticed the importance of e-lifestyle factors which largely will influence on their identity. This research deter...

With the rapid development of e-commerce, e-commerce is becoming more and more competitive. How to improve customer loyalty, attract more new customers, and expand the market effectively, it is very important for the e-commerce enterprise. In this paper, a comprehensive model is proposed, which is based on generalized association rules and decision tree technology. The model is used for custome...

Rebates—retroactive discounts applicable where a customer exceeds a specified target for sales in a defined period—feature in many of the decided cases under Art.82 EC Treaty involving ‘‘exclusionary abuse’’. The treatment of rebates features yet again in two recent judgments by the European Court of First Instance (‘‘CFI’’). These cases are particularly significant because they address a quest...