In the current era, such changes have occurred in the service sector which it has never experienced throughout its history. These changes have impact either on industry structure or competition nature. So, this study aims to Study effect of site quality on online repurchase intention through satisfaction, trust and commitment of customer. This research is survey research, in terms of methodolog...

Observation of justice is one of the most important indexes influencing satisfaction of the personnel of an organization so that perceiving injustice will result in the personnel dissatisfaction thereby leaving negative influence on their performance [38]. This situation also influences the customers’ satisfaction in the service organizations where the personnel have direct and face-to-face con...

In many services such as primary health care, financial and legal consulting, repair services, hospitality and education, the quality or value provided by the service increases with the time spent with the customer. However, longer service times (slower service rates) result in longer waits for customers. We term such services, in which the interaction between quality and speed is critical, as ...

regarding the highly intensive competition in the market, nowadays using customer-oriented strategies is necessary for retention and attraction of the costumers. nevertheless, using those kinds of strategies depends on understanding customer behavior patterns and classification of customers in accordance with those patterns. the current study aims to determine the strategies for dealing with ne...

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 ...

This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyal...

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...