due to the importance of “service quality and customerssatisfaction” subject, this study seeks to investigate and prioritize thefactors which are effective on service quality and customers satisfactionusing grey relational analysis (gra) method. in the case of statisticalpopulations with large sizes, none of the other methods can competewith gra from the viewpoint of calculation accuracy. the s...

the position of financial organization would be increasingly decisive in the next decade in view of the frightening competition. with the increasing number of businesses and growing competitions today, each organization wants to be the customer’s first choice and try to satisfy them for getting loyalty for their future endurance in the market.  however, it is open to ask whether the organizatio...

a r t i c l e i n f o In this paper we examine the different coping mechanisms used by customers when they confront service failure. It was found that the coping mechanism used by customers changes depending on the severity of the service failure. Further, it was observed that brand reputation moderates the relationship between severity of service failure and coping strategies, customer satisfa...

Many product review websites have been established (e.g., epinion.com, Rateitall.com) for collecting user reviews for a variety of products. In addition, it has also become a common practice for merchants or product manufacturers to setup online forums that allow their customers to provide reviews or express opinions on products they are interested or have purchased. To facilitate merchants, pr...

Hierarchical loyalty programs award elevated customer status (e.g., “elite membership”) to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of such customer demotion on loyalty intentions toward the firm. Building on prospect theory and emotions th...

This paper presents a model for a discrete time single server G-queue with two types of independent arrivals, namely positive and negative. The arrival of negative customer to queueing system removes one customer from the head of the queue (RCH), which causes server breakdown. The repair of the server is noninstantaneous and after repair server is assumed as good as new. The interarrival times ...

It is not an easy task to write a book on queuing networks when a large number of books in the topic have already been published. The authors have written a very timely book on queuing networks which can be used by people working in the area of communication networks. The basics of stochastic process have been discussed in Chapter 1 with queuing networks being introduced in Chapter 2 where the ...

Channel changes customers W ith the right stimulation, an ion channel changes its stripes, say Man-Kyo Chung, Ali Guler, and Michael Caterina (Johns Hopkins School of Medicine, Baltimore, MD). Even ion channels that are a little promiscuous have their favorite passengers. Such channels were generally thought to stay true to their preferred customers. But Chung et al. found that the TRPV1 channe...

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...