Reliability evaluation of active distribution networks (ADNs) considering customer satisfaction is studied in this paper. Operation optimization model of ADNs is established, which aims to maximize the operation benefit of ADNs using demand response. However, according to optimization decisions, customers may have to change their electricity consumption habit, which affects customer satisfactio...

Along with the e-commerce development, relationship between customers and vendors in e-retail market arouses researchers’ attention. The technology explosion, particularly in the area of knowledge management, makes track of customer behaviour possible. Much research has been done on trust and satisfaction in e-commerce, but little studies integrate confirmation of expectation and sense of belon...

This paper examines the links between service quality, customer satisfaction and loyalty in logistics outsourcing relationships. Besides service quality, also the role of inter-firm relationships and service provider’s image are examined. A theoretical model is developed and tested with structural equation modeling using survey data from industrial companies in Finland. It is shown that perceiv...

E-mail is an important component of the e-collaborative environment. This study contributes to the literature by using the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. We employ a survey to gather empirical evidence to test the modified ACSI model for e-mail systems. Additionally, we test whether sp...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other mark...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...

Previous studies on social enterprises reported that unlike private enterprise consumers, social enterprise consumers appreciate the social value of the enterprise products and that social value affects customer satisfaction and repurchase intention. However, previous literature also pointed out that focusing only on social value as the factor affecting purchase behavior does not reflect the ch...

Intention of the study was to quantitatively analyze the factors based on which telecom service providers can formulate strategy to satisfy customers to get an edge over the competitors. And we will see how Business. Process Management and Re-engineering might play the role of a weapon to Indian Telco service providers. The elements of the business processes of the Telecom domain, which affect ...

Intention of the study was to quantitatively analyze the factors based on which telecom service providers can formulate strategy to satisfy customers to get an edge over the competitors. And we will see how Business Process Management and Re-engineering might play the role of a weapon to Indian Telco service providers. The elements of the business processes of the Telecom domain, which affect c...

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective ...