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Customer Evaluations of Service Complaint Experiences in the Public Sector
Journal of Nonprofit & Public Sector Marketing, 2000ABSTRACT There is considerable evidence to suggest that the ability to recover effectively from service failures can contribute to a customer's overall evaluation of an organization. The theory of justice serves as a useful research framework to investigate customers' opinions of organizational complaints handling in the public sector.
Deon Nel +3 more
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MicroTCA and AdvancedTCA equipment evaluation and customization for LHC experiments
Journal of Instrumentation, 2015The MicroTCA and AdvancedTCA industry standards are candidate modular electronics platforms for the upgrade of the current generation of high energy physics experiments at CERN. The PH-ESE group at CERN launched an xTCA evaluation project with the aim of performing technical evaluations and providing support for commercially available components.
M Di Cosmo +5 more
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Evaluating the Mckinsey’s Choices Framework: A Chilean Experiment of Online Customers
2019Users learn patterns of thought, activities, and communications by being in a specific social environment. An application or website interface is the environment in which the user and the system interact. It makes sense that the interface should facilitate users to use their own style.
Jaime Díaz +3 more
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Journal of Trade Science, 2021
In a challenging market and an increasingly important role of customers in banking sector, customer-based brand equity is receiving much attention from researchers and administrators. However, few studies have focused on the dimensions of the customer’s emotion to enhance brand equity. Based on the S-O-R theory, the aim of this study is to evaluate the
Hoa Le Quynh +2 more
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In a challenging market and an increasingly important role of customers in banking sector, customer-based brand equity is receiving much attention from researchers and administrators. However, few studies have focused on the dimensions of the customer’s emotion to enhance brand equity. Based on the S-O-R theory, the aim of this study is to evaluate the
Hoa Le Quynh +2 more
openaire +1 more source
Tourism Economics, 2020
When building successful service experience, service providers have to consider multiple factors from a multi-element standpoint. This study aims to establish a new conceptual model for key factors affecting service experience and determine the ...
Yen-Hao Hsieh, I-Chun Chuang
semanticscholar +1 more source
When building successful service experience, service providers have to consider multiple factors from a multi-element standpoint. This study aims to establish a new conceptual model for key factors affecting service experience and determine the ...
Yen-Hao Hsieh, I-Chun Chuang
semanticscholar +1 more source
Evaluating the impact of other customers on service experiences
2008Die Erbringung einer Dienstleistung erfolgt häufig im Beisein anderer Konsumenten, welche die Zufriedenheit des Konsumenten mit der Dienstleistung maßgeblich beeinflussen können. Obgleich einige Forscher diese Möglichkeit der Beeinflussung bereits erkannt haben, beschäftigt sich nur die Studie von Grove und Fisk (1997) explizit mit dem Einfluss anderer
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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Journal of Marketing, 1998Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies.
Stephen S. Tax +2 more
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, 2020
The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving ...
Ting Hin Ho, D. Tojib, Y. Tsarenko
semanticscholar +1 more source
The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving ...
Ting Hin Ho, D. Tojib, Y. Tsarenko
semanticscholar +1 more source
Journal of Retailing and Consumer Services, 2018
The purpose of this article is to identify which dimensions of online convenience affect consumers’ intention of using online shopping and explore a conceptual model to measuring consumer perceptions of online shopping convenience in order to surpass the
Paulo Duarte, S. Silva, M. B. Ferreira
semanticscholar +1 more source
The purpose of this article is to identify which dimensions of online convenience affect consumers’ intention of using online shopping and explore a conceptual model to measuring consumer perceptions of online shopping convenience in order to surpass the
Paulo Duarte, S. Silva, M. B. Ferreira
semanticscholar +1 more source
A Study on Evaluating Customer Experience and Satifiction towards Hero Motors
International Journal of Advances in Engineering and ManagementThe purpose of this research is to assess customer experience and satisfaction with Hero MotoCorp, one of India's leading motorcycle and scooter manufacturers. In today's highly competitive and fast-changing automobile industry, it is essential for companies to know what their customers think in order to enhance their products and services.
Mrs. S.Sujatha Mrs. S.Sujatha +1 more
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