The study investigates the impact of service recovery on word of mouth, customer trust and customer loyalty in public sector organizations of Pakistan (Pakistan Post, Pakistan Railways and Pakistan International Air Lines). This study employed a quantitative method approach to collect and analyse the data collected through a survey questionnaire. The study sample population comprised 300 custom...

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

Marketers value and seek brand loyalty. Consequently, they have developed a variety of strategies to encourage both behavioral (repeat purchase) and attitudinal (emotional) loyalty among customers. A recent concept has emerged related to the latter goal: brand engagement. Although marketers give a variety of definitions for brand engagement, the essential concept is an emotional attachment to a...

to enrich our understanding of the attitudinal/motivational basis of foreign language learning at junior high school level, this study investigated the students’ status of l2 motivation, the relationship between motivational factors, and the possibility of predicting their motivated learning behavior in light of dörnyei’s (2005, 2009) theory of l2 motivational self system. to this end, 1462 jun...

BACKGROUND To fulfill the increasing demand of service quality improvement in recent years, it is imperative to develop a proper instrument to evaluate patient satisfaction with perioperative anesthetic care for many institutes in Taiwan. METHODS We used a six-factor 32-item pilot questionnaire developed in our previous study as our starting point in this study. Exploratory factor analysis of...