Search Results - subject_exact:"Kundenzufriedenheit"

Examining the antecedents of career satisfaction : a fresh insight from the public sector of the UAE

Korany, Hossam; Alhag Ali, Ali; Alhyasat, Khaled … - 2026

The purpose of this study is to examine the various antecedents of career satisfaction in the public sector of the UAE.Data were collected randomly through a questionnaire from a sample of 290 respondents working in public sector organizations.For analysis, measurement and structural models were...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015655440

The relationship between employee satisfaction and perceived organizational performance

Magnus Asgeirsson; Thorhallur Gudlaugsson; Gylfi … - 2026

Employee satisfaction remains a central theme in management, with substantial evidence linking it to organizational performance. This study examines the nature and strength of that relationship and investigates whether its magnitude varies across different performance indicators. Using existing...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015612255

Governance and service quality as drivers of organizational performance in the Portuguese telecommunications sector

Castro, Núria; Vilhena, Estela; Sousa, Barbosa Bruno; … - 2026

This study aims to assess the perceived quality of telecommunication services in Portugal and examine how governance practices influence organizational performance, addressing the lack of empirical evidence on service quality gaps in the Portuguese telecommunications sector. Specifically, it...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015612334

Humanizing the customer experience with AI chatbots : a study in the food services industry toward achieving SDG 11 and SDG 12

Hitti, Sandreen; Ramadan, Alaaeddine - 2026

This study explores how AI chatbots in the food service industry can enhance customer experience while contributing to SDG 11 (Sustainable Cities and Communities). It also examines how collaborations between AI developers, restaurants and sustainability-focused organizations can drive...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015616452

Exploring the interplay of psychological need satisfaction, well-being, and behavioral intentions in tourism : a self-determination theory perspective

Kim, Youngsoo - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015595047

Shaping the causes of product returns : topic modeling on online customer reviews

Mor, Andrea; Orsenigo, Carlotta; Soto Gomez, Mauricio; … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015595713

Understanding multilevel organizing : a focus of customer satisfaction on firm performance

Sharma, Udit; Hult, G. Tomas M.; Morgeson, Forrest V., III. - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015591587

Intimate relationship communication, knowledge and relationship satisfaction in entrepreneurial success : the mediating role of self-efficacy and achievement motivation

Awruk, Katarzyna; Staniewski, Marcin; Słomski, Wojciech - 2026

The purpose of this study was to investigate the mechanisms through which intimate relationships influence the business achievements of both men and women. The study involved 400 Small and Medium Enterprises (SME) entrepreneurs (177 women and 223 men) in Poland, all of whom are currently in a...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015606820

Satisfaction and trust in banks on the housing loan market

Czechowska, Iwona Dorota; Paduszyńska, Marta - 2026

The interest in consumer attitudes and role in economic and social life becomes increasingly evident among the representatives of economic sciences and has become a focal point in the financial industry. This issue is not only important for financial institutions in terms of building long-term...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015625927

Chatbots that win hearts and wallets : maximizing customer satisfaction and repeat purchases

Zhao, Xiaochao; Khan, Ali Nawaz; Shahzad, Khuram; … - 2026

This study examines how customer satisfaction and their repurchase intentions are shaped by chatbot interactions in online shopping experience. Three human-like chatbot attributes, i.e., responsiveness, anthropomorphism, and social presence, are examined for their influence on customer...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015627313

Unraveling user switching dynamics in P2P mobile payments : investigating satisfaction and trust in a duopoly market

Mombeuil, Claudel; Jean Pierre, Sadrac - 2026

Research on users' switching intentions in peer-to-peer (P2P) mobile payment systems, particularly in developing markets, remains limited. This study examines how two satisfaction dimensions, transaction-based satisfaction and experience-based satisfaction, influence switching intentions through...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015628725

The role of channel integration quality in shaping consumer behavior in omnichannel and multi-channel retail

Tulebayeva, Nazym T.; Kozhamkulova, Zhanna T.; … - 2026

Purpose This study examines how channel integration quality influences consumer behavior-specifically satisfaction, purchase intentions, and brand loyalty-in omnichannel and multi-channel retail environments. It aims to highlight cross-country differences by comparing the Turkish and Kazakhstani...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015639602

Innovating the authenticity assessment of Thai cuisine : a mixed-methods study to advance gastronomy tourism

Phensiri Na Nakornphanom Chaipatiyutpong; Hoonsopon, Danupol - 2026

The purpose of this study is to develop and validate a framework for assessing the authenticity of Thai cuisine within the context of gastronomy tourism in Thailand. A mixed-methods approach was adopted, beginning with in-depth interviews with a diverse group of stakeholders including chefs,...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015639700

Indoor environment, student satisfaction and performance in higher education

Flagner, Stefan; Eichholtz, Piet; Kok, Nils; Kramer, Rick; … - 2026

This study examines how improvements in indoor environmental quality affect student satisfaction and academic performance in higher education. We conducted a randomized field experiment involving 1,258 first-year undergraduate students at Maastricht University, who were randomly assigned to...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015656337

A refined Kano model approach to sustainable last-mile convenience services and customer satisfaction

Gyenge, Balázs; Póka, Viktor; Mészáros, Kornélia - 2026

Background: Last-mile logistics is one of the most complex and cost-intensive segments of supply chains, particularly in densely populated urban environments where rising customer expectations, sustainability requirements, and operational constraints increasingly intersect. Despite growing...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015647685

Customer satisfaction level of users of the different areas and services of a private mid-cost fitness center in Zaragoza

Ara Aguirre, Ander de; Valcarce-Torrente, Manel; … - 2026

Customer loyalty has become a critical factor for the sustainability of fitness centers amid growing industry competition, yet limited research has examined recommendation patterns across user profiles in mid-cost facilities. This study aimed to analyze customer recommendation in a mid-cost...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015653840

Reviewed at work, restless at night? : performance appraisals and sleep satisfaction

Breulet, Anaïs; Grund, Christian - 2026

Performance appraisals are one of the most widely used human resource management practices. This study investigates the relationship between performance appraisals and sleep satisfaction using large-scale, representative data from the German Socio-Economic Panel (GSOEP). Sleep satisfaction is...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015632393

Linking visitors' push motivation to emotional involvement and their satisfaction towards sustainable farm tourism

Gusain, Amit; Verma, Sunil Kumar - 2026

This study explores how visitors' push motivations-novelty and prestige, Relaxation, and relationship enhancement-influence emotional involvement and overall Satisfaction within the context of sustainable farm tourism in Wayanad, Kerala. Primary data were collected from 385 visitors across five...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015633798

Beware of good alternatives : psychological opportunity cost reduces post-choice satisfaction

Odermatt, Reto; Sisso, Itay; Brun, Fanny; Scheibehenne, … - 2026

A fundamental assumption in consumer behavior is that opportunity cost is only relevant in the decision-making process and does not matter for utility once the decision is made. In this study, we question this assumption and consider the possibility that opportunity cost negatively impacts the...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015635687

Self-service menu technology adoption in later life : the case of young-old and old-old consumers

Idris, Izian; Tosin, Tiamiyu; Hong, Tan Teck - 2026

The purpose of this study is to explore the factors influencing the adoption of self-service menu ordering technology (SSMOT) among older adults in Malaysia. Given the increasing reliance on technology for maintaining social connections, especially among the elderly, this research examines the...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015637314

The dynamics of customisation, perceived fairness, and customer loyalty within a corporate sustainability framework

Omazić, Mislav Ante; Renić, Mijo; Grilec, Alica - 2026

Customisation, understood as tailoring products, services, or communication to individual customer preferences, is increasingly used to enhance customer satisfaction, yet its impact on customer loyalty remains complex. Businesses increasingly focus on customisation to enhance customer...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015667930

Supply chain managers' satisfaction with artificial intelligence integration : an expectation confirmation theory approach

Boulitama, Othman; Sabiri, Brahim; Rahli, Driss; Sabri, … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015670525

Digital technologies for Knowledge Management Processes : exploring managers' perspectives in an Italian luxury hotel group

Trunfio, Mariapina; Leoni, Luna; Pasquinelli, Cecilia; … - 2026

Purpose of the paper: This paper aims to contribute to hospitality management research by advancing knowledge on exploiting digital technologies (DTs) to enhance internal knowledge management processes (KMPs) in luxury hotels. It provides an in-depth exploration of how and to what extent DTs...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015670806

"Understanding the shift from passenger satisfaction to patronage intention" : evidence from Colombo Bandaranaike International Airport

De Silva, Sumith; Aruna, Chaminda H. N. A. - 2026

Purpose - This research aims to find the most influential attributes of airport service quality (SQ) that affect passenger satisfaction (PS) at international airports and patronage intention (PI). Design/methodology/approach - The data were collected from 694 respondents via quick-response codes...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015675522

Satisfaction, performance, and the sustainability of remote work : an empirical study in the Slovak SME sector

Karácsony, Péter; Valkó, Vivien - 2026

In response to evolving organisational challenges, employers are increasingly embracing innovative work practices designed to improve both operational efficiency and employee satisfaction. In this context, the role of sustainability and corporate social responsibility has become increasingly...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015671718

Generation Z's journey from value consciousness to store loyalty : mediating roles of consumer satisfaction and store trust in private label retailing in an emerging economy

Sahin, Aysun; Elçi, Meral; Tatoğlu, Ekrem; Zaim, Selim; … - 2026

This study investigates the psychological and relational pathways through which Generation Z consumers' value consciousness fosters store loyalty toward private labels (PLs) in Turkey's hard-discount retail sector. Grounded in social exchange theory (SET), the study explores the dual mediating...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015627304

Tourist attitudes, satisfaction, and advocacy in local food tourism : examining gender’s moderating role

Khetjenkarn, Siriporn; Charoenchai Agmapisarn - 2026

Given the increasing significance of food experiences in contemporary tourist destinations, this research examines the relationships among subjective norms, perceived behavioral control, health beliefs, attitude formation, tourist satisfaction, and advocacy behavior in the context of local food...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015675782

Do service bundlers and non-bundlers perceive switching barriers differently?

Tesfom, Goitom - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016059210

Agentic AI as a service innovation : a mixed-methods study of satisfaction, trust, and continued use

Al-Sharafi, Mohammed A.; Al-Zaeemi, Shehab Abdulhabib; … - 2026

AI agents and agentic AI systems are increasingly employed for decision-making and task execution. However, limited evidence explains how users evaluate agentic features or form intentions to continue using these systems. This gap has important implications for service innovation and innovation...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015676140

Meaningful outcomes determine the winners of the health AI race : white paper

2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016069626

The role of AI-driven chatbots in enhancing sustainable customer service : a survey-based study on consumer perceptions

Chivkula, Anirvinna; Pokhriyal, Deepak - 2026

This study aims to investigate the key factors influencing the adoption of AI chatbot applications to promote sustainable brand perception. This study examines how customer experience mediates and chatbot usage frequency moderates the relationship between perceived usefulness, interactivity,...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016070293

The contribution of communication to employee satisfaction in service firms : a causal configurational analysis

Curado, Carla; Henriques, Paulo Lopes; Jerónimo, … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016073696

From sustainable hotel practices to customer brand evangelism : examining brand pride, brand fidelity, and green perceived quality in the era of digital advocacy

Elshaer, Ibrahim A.; Kooli, Chokri; Azazz, Alaa M. S.; … - 2026

As sustainability becomes a strategic priority within the hospitality industry, understanding how environmentally responsible practices influence customer behaviours beyond loyalty has become increasingly important. This study investigates the mechanisms through which green hotel practices...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016070852

Memorable digital-free tourism experiences : antecedents and outcomes

Sthapit, Erose; Ji, Chunli; Yang, Ping; Woosnam, Kyle - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016063913

Beyond FinTech adoption : how AI-enabled financial process digitalization shapes entrepreneurship

Skandalis, Konstantinos S.; Skandali, Dimitra - 2026

The digital transformation of entrepreneurial finance has progressed beyond basic FinTech adoption toward the deeper digitalization of financial processes and the integration of artificial intelligence (AI). Yet, firms, particularly non-financial SMEs, vary substantially in their ability to...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016064297

How sport-based wellness program quality shapes co-created guest experience, loyalty intentions, and self-reported physical activity orientation in Saudi Arabian hotels

Zamil, Ahmad M.; Abdelghani, Abdelrahman A. A.; Ahmed, … - 2026

This empirical study positions hotel-based sport wellness programs as structured physical activity offerings embedded in co-created guest experiences in luxury hotels in Saudi Arabia. It examines how the quality of wellness sports programs relates to guests' satisfaction with the program,...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016073669

Green service quality and tourist engagement : moderating impacts of social influence in green hotels

Jintanee Ru-Zhue; Neeranat Kaewprasert Rakangthong; Long Kim - 2026

This study investigates the impacts of green service quality-an eco-friendly service reliability that benefits both consumers and the environment-on tourist engagement in green hotels. With 429 valid responses drawn from 550 invited tourists, this research employs a Path Analysis to examine the...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016083004

Influence of customer satisfaction and perceived water service quality on urban water supply management : a systematic review

Ogata, Ryuji; Matsumoto, Shigeyuki; Otsuka, Takahiro; … - 2026

Previous studies have found relationships among customer satisfaction, the management of water utilities, and users' willingness to pay (WTP) for improved water service quality. However, these studies have captured only part of the water supply situation in each country. This study, through a...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016083074

Testing the predictive validity of the net promoter score in ski resorts : a longitudinal analysis

Matzler, Kurt; Strobl, Andreas; Teichmann, Karin; … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016073866

Multimodal user-generated content analysis for digital cultural tourism : an explainable machine learning approach to tourist satisfaction

Zhang, Hongyu; Shen, Kaiyuan; Lyu, Long - 2026

Digital cultural tourism is rapidly expanding, yet relevant research on tourist satisfaction predominantly relies on questionnaire surveys or unimodal textual analysis, failing to capture the comprehensive and multidimensional evidence embedded in multimodal User-Generated Content. To...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016081641

Virtual journeys, real emotions : investigating awe in VR tourism experiences

Gharibi, Naji; Yeoman, Ian; Reichenberger, Ina; Ali, Faizan - 2026

This study makes a pioneering empirical contribution to tourism research by exploring the complex emotion of awe within virtual reality (VR) tourism experiences. Drawing on twenty semi-structured interviews and thematic analysis, it identifies awe as a multidimensional construct encompassing...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016081644

Taxi im Wandel: Einstellungen, Nutzungsmotive und Nutzerstruktur. Eine empirische Untersuchung aus dem Rhein-MainGebiet

Knie, Andreas; Schmidt, Anke; Meyer, Lara - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016081294

Managing repeat visits : an exploratory study of the visitor experience and destination image

D'Souza, Clare - 2026

While the experiences and values linked to religion are distinct, there is limited literature on the outcomes of spiritual and metaphysical experiences that affirm destinations and motivations for visiting. The research aims to examine the underlying goals for repeated travel through the design...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016081462

Predictive AI crowd-management messaging and its influence on perceived control, stress reduction, temporal satisfaction, and destination loyalty

Zaman, Umer - 2026

This study investigates the influence of predictive AI crowd-management messaging on tourists' psychological and behavioral responses in crowded destinations. Drawing on the Stimulus-Organism-Response (S-O-R) framework, the study examines how predictive and data-driven crowd-management messages...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015676875

Last-mile delivery performance through the eyes of Gen Z and Millennials

Folinas, Dimitris; Fakou, Elena; Christou, Achilleas; … - 2026

The rapid growth of e-commerce has increased the strategic importance of last-mile delivery as a critical determinant of customer satisfaction and retention. This study examines consumer perceptions of last-mile delivery performance in the Greece e-commerce market, focusing on Millennials and...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016088866

Structuring customer experience in B2B services

Raišys, Simonas Juozapas - 2026

Research on customer experience in B2B services remains fragmented, with existing studies typically examining isolated elements and offering limited insight into how customer experience is structured as a whole. The present study addresses this gap through a systematic literature review...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016089157

Commuter satisfaction and operational challenges of intermediate public transport services : a case study of Rajshahi city corporation, Bangladesh

Pranto, Tanzimur Rahat; Jannat, Roujatul; Salman, Rifat; … - 2026

In many rapidly urbanizing cities of developing countries, formal public transportation remains underdeveloped, placing significant reliance on Intermediate Public Transport (IPT) systems such as auto-rickshaws, CNGs, and E-rickshaws. These modes have become vital for ensuring daily mobility,...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016086198

Signal in the noise : decoding airline service quality with large language models

Dawoud, Ahmed; El-Shamy, Osama; Habashy, Ahmed - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016089586

The impact of service quality on customer satisfaction and customer loyalty : an analysis of the KFC fast food chain company in Inner Mongolia in China

Xiang, Li; Garg, Anshul - 2026

The growth of the bustling fast-food sector of Inner Mongolia, China has underscored the competitive advantage of cultivating satisfied, loyal customers. This research endeavoured to evaluate how service quality and customer satisfaction influence customer loyalty, focusing on KFC establishments...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016091501

Optimizing sentiment analysis in product descriptions : effects on customer purchase intentions

Sun, Yi; Sekiguchi, Kaira; Ohsawa, Yukio - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016091538