Similar Search Results

Investigating a comparative evaluation approach in explaining loyalty

Jaiswal, Anand Kumar; Lemmink, Jos G.A.M. - In: Marketing Intelligence & Planning 35 (2017) 7, pp. 937-954

Purpose The purpose of this paper is to examine the superiority of comparative evaluation or relative attitudinal measurement approach in which the respondent evaluates one object with direct comparison with other objects. The study uses comparative and non-comparative approaches to examine the...

Persistent link: https://www.econbiz.de/10014947098

Service quality, cash flow volatility, and moderating environmental factors

Sun, Wenbin; Cui, Kexiu - In: Marketing Intelligence & Planning 33 (2015) 1, pp. 20-38

Purpose – Service quality is a critical factor leading to firm returns. However, its benefit on the firm risk side metric is not clear. The purpose of this paper is to link firm service quality and firm cash flow volatility (CFV) and further investigates this relationship by incorporating the...

Persistent link: https://www.econbiz.de/10014947294

Measurement and validation of online financial service quality (OFSQ)

Roy, Sanjit Kumar; Balaji, M S - In: Marketing Intelligence & Planning 33 (2015) 7, pp. 1004-1026

Purpose – The role of service quality in fostering the growth of online financial services has received much attention in the academic and practitioner communities. In this context the purpose of this paper is to explore the underlying dimensions of perceived service quality in the online...

Persistent link: https://www.econbiz.de/10014947296

Differences between stayers, switchers, and heavy switchers : A study in the telecommunications service market

Moreira, Antonio Carrizo; Silva, Pedro Miguel; … - In: Marketing Intelligence & Planning 34 (2016) 6, pp. 843-862

Purpose The purpose of this paper is to identify and compare different groups of customers’ perceptions (i.e. stayers, switchers, and heavy switchers) of several loyalty antecedents such as satisfaction, trust, service quality, switching costs, marketing communication, and loyalty itself....

Persistent link: https://www.econbiz.de/10014947301

Predicting determinants of Internet banking adoption : A two-staged regression-neural network approach

Sharma, Sujeet Kumar; Govindaluri, Srikrishna Madhumohan; … - In: Management Research Review 38 (2015) 7, pp. 750-766

Purpose – The purpose of this paper is to explore the main determinants of Internet banking users on the basis of … literature of technology acceptance model (TAM). Understanding and predicting main determinants of Internet banking is an … TAM together with demographic variables. The data were collected using Google Docs from 110 Omani Internet banking users …

Persistent link: https://www.econbiz.de/10014952602

3G post adoption users experience with telecommunications services : A partial least squares (PLS) path modelling approach

Rezaei, Sajad; Amin, Muslim; Moghaddam, Minoo; Mohamed, … - In: Nankai Business Review International 7 (2016) 3, pp. 361-394

Purpose The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approach A total...

Persistent link: https://www.econbiz.de/10014954280

The value of guarantee in service e-commerce

Zheng, Haichao; Hung, Jui-Long; Lin, Zhangxi; Wu, Jing - In: Nankai Business Review International 6 (2015) 1, pp. 82-102

various services are contracted, managed, sold and even delivered via the Internet. However, the uncertainty of service …

Persistent link: https://www.econbiz.de/10014954326

Framework for a global quality evaluation of a website

Rocha, Álvaro - In: Online Information Review 36 (2012) 3, pp. 374-382

Purpose – This paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and attributes of three main dimensions (content, service, and technical quality) that will substantiate the...

Persistent link: https://www.econbiz.de/10014966169

Empowerment through involvement: a case study of TGI Fridays restaurants

Lashley, Conrad - In: Personnel Review 29 (2000) 6, pp. 791-815

Suggestions for improvements in service quality in hospitality operations frequently advocate the use of empowerment as a strategy for the management of employees. Analysis of employer initiatives that claim to empower employees needs to distinguish those initiatives labelled empowerment and...

Persistent link: https://www.econbiz.de/10014973737

Banking on people : TQM, service quality and human resources

Cowling, Alan; Newman, Karin - In: Personnel Review 24 (1995) 7, pp. 25-40

Total quality management (TQM) principles are now being applied in service industries in the UK, following their perceived success in manufacturing industries, with the particular aim of improving service quality. In financial services the impetus behind the adoption of quality programmes is...

Persistent link: https://www.econbiz.de/10014974407