Traditional product selection methods – especially for high involvement products like refrigerators, cars and diamonds – use customer specified multi-attributes of the product to select products of interest to the customer. However, such methods tend to generate lot of false positives and false negatives due to conflicting, imprecise and non-commensurable nature of product attributes. In this p...

For e-commerce websites to be successful in a highly competitive environment, the designers and managers should know what usability attributes can affect the probability of customers’ making purchases. This paper proposes a website usability study to measure attributes and the users’ intention of planned purchases. This study provides a designer’s perspective of the online customer which can be...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

In an era of global customization, dominating the majority market with a single product has become increasingly difficult and almost impossible for most companies. In contrast, they must provide various product varieties that attract diverse customers, particularly when acquiring distinct market segments. In practice, however, most companies cannot effectively reduce the gap between customer re...

Structural changes in the aviation sector have accelerated customer acceptance of the Internet as a suitable medium for booking airline travel. This research explores the preferences of airline travelers for various content attributes on airline websites. The study was conducted by surveying 903 respondents from Australia and New Zealand using an online questionnaire. The results indicate that ...

In this paper, the theory of customer value throughout the entire process of research, centered on how to measure customer value and develop competitive strategy with the theory of customer value. Firstly, the paper introduced the idea of “competition” to the theory of customer value measurement, pointed out that the measurement of customer value needs to select and integrate the existing metho...

Customer loyalty is one of the important approaches for retailers to improve competitive edge. Despite the importance of customer loyalty, some of the retail stores have lack on service quality, product quality, price strategy as well as customer satisfaction whereas needs a comprehensive work to explain how customers develop loyalty to a particular store. This study aims to evaluate the retail...

With a choice of many online store attributes, retail managers are concerned about which attributes to include and how to operationalize them as well as their impact on customer satisfaction and loyalty. There is a lack of consensus regarding online store attributes and their categories, and there is very limited empirical research regarding their effects. This paper uses a widely cited seconda...

In a highly competitive market, customers’ product affection is a critical factor to product success. However, understanding customers’ affective needs is difficult to grasp; product design practitioners often misunderstand what customers really want. In this study we report our experience in developing and using an affective design framework that identified critical affective features customer...