Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction across nat...

Web logs (or blogs) have become a means for citizens to share opinions and deliberate on local issues. However, the large number of blogs makes finding and exploring content of interest relatively difficult. This discovery problem presumably also limits participation by interested citizens. We present a tool to display a representation of citizen-to-citizen discussion in blogs that reveals simi...

I this paper, we investigate the effectiveness of a firm’s proactive management of customer-to-customer communication. We are particularly interested in understanding how, if at all, the firm should go about effecting meaningful word-of-mouth (WOM) communications. To tackle this problem, we collect data from two sources: (1) we implement a large-scale field test in which a national firm created...

Managers need to create and sustain internal systems and controls to ensure that their customer focused strategies are being implemented. Companies are currently in a spiral of permanent optimization. Accordingly, many companies turn to their core activity. In this framework, one notices the development of the concept of "industrial partnership". In this context and to control the Customer-Supp...

A ring-model of vicious cycles in customer-employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well,...

This research effort seeks to extend current understanding within the sociotechnical perspective. It investigates the inter-relationship between various aspects of both individual and technology roles in the workplace. A main focus of research is the notion of technological capacitation, the support employees derive from the use of IT systems. An analysis of survey data on the work environment ...

The study investigates the impact of brand equity on brand loyalty with the mediation of customer satisfaction in restaurant sector of Lahore, Pakistan. The study uses seven dimensions of brand equity, which include physical quality, staff behavior, ideal selfcongruence, brand identification, life style-congruence, trust and environment. Questionnaire has been used to collect the data from the ...

Purpose: Customer satisfaction in modern organizations requires employees' job satisfaction that can be led to performance improvement in the organization. In this regard, self-leadership and strengthening of it among the employees and managers can facilitate this subject. The purpose of this paper is to study the relation between self-leadership with job satisfaction and performance improvemen...