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 problem of finding the minimum cost multi-commodity flow in an undirected and completenetwork is studied when the link costs are piecewise linear and convex. the arc-path model and overflowmodel are presented to formulate the problem. the results suggest that the new overflow model outperformsthe classical arc-path model for this problem. the classical revised simplex, frank and wolf and a ...

The research of customer satisfaction greatly promoted the development of customer marketing, but the existing research emphasize the results and feedback effect of customer satisfaction; ignore its core link role. This paper analyzes how classification of customer profits; determination of target customers; setting file according to the customer perception and adjusting according to customer c...

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...

O ne major problem with purchasing through the Web is locating reliable suppliers that offer the exact product or service you need. In the usual approach, you access an indexing-based search engine, specify keywords for the purchase, and initiate the search. The outcome is typically a list ranked according to keyword matches—useful, but not always helpful. Keyword matches provide only one ingre...

In this letter we propose a new Shape from Focus (SFF) method using piecewise curved search windows for accurate 3-D shape recovery. The new method uses piecewise curved windows to compute focus measure and to search for Focus Image Surface (FIS) in image space. The experimental result shows that our new method gives more accurate result than the previous SFF methods. key words: CCD camera, foc...

The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different coun...

We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 19982001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities a...

Although firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer satisfaction for support services of ESS and focus on employee skills and customer heterogeneity. ...