Consumer researchers have become increasingly interested in the study of coping. This research contributes to this novel paradigm by investigating structural theories of coping with service failure using a hierarchical structure. Design/methodology/approach – For this purpose after an...

The massive consumption of conventional recyclable products causes environmental pollution, so it is very important to raise public awareness about the use of green plastics. This study assessed a comprehensive understanding of the behavioural intention model of green plastic products from the...

In this research, the case of AIRBLUE has been taken to examine what people think about its performance, whether they trust this airline or not, and are they satisfied or not? Further, this study measures the impact of cabin crew performance and trust on customer satisfaction. The data was...

Hirschman's Exit, Voice, and Loyalty highlights the role of “voice” when individuals confront an unexpected deterioration in quality. Yet, voice has received little attention. To motivate our empirical analysis, we develop a simple model of voice as the equilibrium of a relational contract...

The purpose of this study is to assess the proposition that adoption of a market orientation leads to improved service quality for service sector organisations. We argue that an organisational culture incorporating customer care as its central tenet and involving efforts to understand the needs...

The purpose of this quantitative-deductive paper is to explore the link amongst customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. The study was conducted on social media because, it is the fastest growing media in history. Data was...

The main objective of this study is to determine the influence of service quality on satisfaction of football spectators, looking scarcely investigated in the literature. The results, from a sample of 700 spectators at a football club of the Spanish First Division, reveal three main conclusions:...

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

The main purpose of this paper is to evaluate the hotels’ service quality through customer satisfaction. Theory tells us that if the customers are satisfied then the hotels are providing higher service quality. And also check that which dimensions of SERVPREF is need to be focused more in...

This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts...