Customer Satisfaction
Latent Growth Curve Analysis And Growth Mixture Models Applied To Automobile Consumers’
Companies are very interested in obtaining reliable indicators about Consumer Satisfaction once a product has been purchased and used. This study analyzes consumer satisfaction with 130 models of Read More »
The Moderating Role Of Service Failure Magnitude Perceptions In Influencing The Impact Of Caregiver
This research examines managers’, employees’ and caregivers’ perceptions of the magnitude of the service failure in a context of non-profit organizations catering to people with mental Read More »
Author: Luisa Andreu, Enrique Bigné, Vicente Martínez-Tur, Anna S. Mattila, Carolina Moliner
Contributor: eb™ Research Team
Formation Of Expectations For Online MBA Units And Its Impact On Satisfaction
Interest in online MBAs has grown rapidly over the past decade. We seek to explore student expectations as a driver of student satisfaction, in the context of online MBA learning. Following Read More »
What Do Students Really Think? Understanding Postgraduate Students’ Perceptions Of Service
This paper explores the components of Service Quality in HE from the Business School Postgraduate student perspective. A six-dimensional scale measuring Service Quality is developed based on focus Read More »
Author: Anna Ackfeldt, Benjamin Klitzke, Laura M Chamberlain
Contributor: eb™ Research Team
Investigating The Effects Of Expectations On Disappointment, Regret, And Post-Consumption Behaviors
Negative consumption experiences often result in feelings of disappointment and regret. The present research aims to investigate whether expectations induce disappointment and regret differently and Read More »
Author: Muhammad Hossain, Harmen Oppewal, Dewi Tojib
Contributor: eb™ Research Team
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