. In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of Front line Employees (FLEs) in improving the service experience. However, few studies have simultaneously examined the quality perceptions of each group. Do FLEs perceive service quality in the same way as their customers? If this is the case, service quality itself will ...

In this article a tool for measuring customer satisfaction in public transport is proposed. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes. The public transport service analyzed is the bus service habitually used by University of Calabria students to reach the campus from the u...

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer re...

We develop an unsupervised learning framework for extracting popular product attributes from different Web product description pages. Unlike existing systems which do not differentiate the popularity of the attributes, we propose a framework which is able not only to detect concerned popular features of a product from a collection of customer reviews, but also to map these popular features to t...

With a unbridled increase in international and domestic forms of business, Customer Relationship Management (CRM) has become one of the matters of concern to the enterprise and the entrepreneurs. CRM takes customer as the center and it enchants a new life to the organization system and optimizes its business process increasing its profitability. In order to help enterprises understand the “Prod...

This paper attempts to compare the classification of quality attributes using Kano’s method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality attributes by Kano’s method were identified. Four service quality factors were apparent from this study, and e...

In Indonesia, motorbikes dominated public transit, making motorcycle sales extremely competitive for a number of brands, particularly Honda and Yamaha. The goal this research is to identify assess the effects pricing perspective qualities, brand advantages, media branding, promotions, after-sales guarantee, products, colors, designs, as well fuel consumption motor product items on consumer beha...