In forest operations, the interface between forest companies and harvesting contractors is of special importance, considering that it is the first link in the forest industry’s supply chains. Supply operations account for a significant share of the final costs of wood products (up to 50%). This study investigates the effect of customer–contractor alignment on contractors’ profit margins and on ...

We extend Schmittlein et al.’s model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are satisfied than when they are dissatisfied. A closed-form formula is derived for predicting total expected ...

Emphasizes the controllability of customer-to-customer interaction in the higher education environment. Argues that students’ satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educ...

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

We examine whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minorities and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. In our laboratory and field samples, we find disturbing evidence ...

In order to compete for profitable customers, companies are looking to add value using Customer Relationship Management (CRM). One subset of CRM is customer segmentation, which is the process of dividing customers into groups based upon common features or needs. Segmentation methods can be used for customer portfolio analysis (CPA), the process of analyzing the profitability of customers. This ...

the purpose of this research is to explore the relationship between after sales service quality and customer satisfaction in informatics services corporation. based on available literature review and guidance of professors and expert people, after sales service elements were identified, which are contact, responsiveness, personnel efficiency, system/product efficiency, system availability, cust...