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 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...

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. ...

i Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically u...

The customer satisfaction evaluation of product customization helps to improve the market competitiveness of customization enterprise. In order to evaluate the customer satisfaction of customized product scientifically, customized product customer satisfaction evaluation index systems was established from six aspects of quality, functionality, brand, price, service, payment and method for deter...

The aim of this paper is to investigate the impact of individual dimensions of perceived service quality on customer satisfaction, trust and loyalty in e-commerce settings. Empirical results indicate that the perceived service quality has positive direct effects on both customer satisfaction and trust. The results also show that customer satisfaction appears to have a positive direct effect on ...

This study examines how customers can be maintained, which is a particularly important issue for service industry area. Customer service is important not only to private firms but also to public organizations. To improve service quality and maintain customers, organizations must ensure their employees’ job satisfaction. This study measures job satisfaction and examines its effects on service qu...