In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire surve...

Recent research has increasingly examined customer switching costs in regards to antecedents and relational outcomes. This study extends current research by testing a framework for understanding the underlying relationships between perceived service quality, switching costs, and customer satisfaction with a service provider. The findings of this study suggest that there is a significant and pos...

Customer service and quality are driving forces in the business community. As higher education institutions strive for better service quality, the assessment of educational service quality is required to provide feedback. This study analyzes the relationship between service quality and its dimensions that lead to customer satisfaction in higher education. The sample was drawn from 22 different ...

I the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when customers’ ex ante expectations about a product or service exceed ex post perceptio...

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performanc...

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service cl...