IT vendor management (ITVM) plays an increasingly relevant role for IT organizations; many companies already spend more than half their IT budgets on services from external providers. These providers are often in direct contact with internal IT and business staff, thus significantly impacting their satisfaction. Although recent studies reveal that companies are often dissatisfied with external ...

The most important efforts that have been reported for the development of generic satisfaction barometers during the last years refer to individual business organisations, industry sectors or the total of national economies. The main aim of these efforts is the data collection either for comparative analysis of companies performance regarding customer satisfaction or for monitoring the evolutio...

Much research has been done to understand the motivations of consumers to choose among online retailers and the retailer factors driving customer satisfaction (e.g., Kim et al. 2009; Kotha et al. 2004; Pan et al. 2002; Qu et al. 2008; Smith et al. 2000; Wolfinbarger and Gilly 2003). Concentrating on e-tailing service quality, Wolfinbarger and Gilly (2003) argue that four factors—website design,...

Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm’s capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts i...

the aim of this study was to describe and determine the relationship between satisfaction and customer loyalty and word of mouth advertising in zanjan bodybuilding clubs. the population of this study included all customers of bodybuilding clubs in zanjan city who had at least one year of physical activities in these clubs. 280 customers were randomly selected from bodybuilding clubs and data of...

Many research studies have been conducted in the area of retailing services, but there has been no research that takes into account both service quality and retail store features and identifies the factors that lead to customer satisfaction in food retail supermarkets. Customer satisfaction is defined as the extent to which a product or service meets or exceeds the customers’ expectations. The ...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...

This study examines the usefulness of the theory of transaction cost economics (TCE) for the online travel market and investigates customer satisfaction and loyalty with the transaction cost over the Internet taken into account. Using structural equation modelling (SEM), the authors identify the relationships among the antecedents (uncertainty, personal security and buying frequency), the media...