Customer Satisfaction

Article

Antecedents Of Customer Loyalty In Emerging Economies: An Empirical Study In The Nigerian Mobile

Using empirical data from the Nigerian mobile telecommunication sector, this study attempts to model the antecedents of customer loyalty in an emerging market context. This study’s contribution Read More »

Date: 06/03/2014
Author: Ioannis Rizomyliotis, Dandison Ukpabi, Kleopatra Konstantoulaki, Giannis Kostopoulos, Carmen Lopez
Contributor: eb™ Research Team
Article

Analysing The Fulfilment Of Service Recovery Paradox In Retailing

The literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. This paper aims at verifying the compliance of the SRP in the context of Read More »

Date: 06/03/2014
Author: Teresa Fayos Gardó, Beatriz Moliner Velázquez, Mª Eugenia Ruiz-Molina
Contributor: eb™ Research Team
Article

Reward Redemption Effects In A Loyalty Program When Customers Choose How Much And When To Redeem

Redemption of loyalty program (LP) rewards may have an impact on LP members’ behavior, particularly on purchase behavior before and after redeeming a reward. However, little is known about the Read More »

Date: 06/03/2014
Author: Matilda Dorotic, Peter C. Verhoef, Tammo Bijmolt, Dennis Fok
Contributor: eb™ Research Team
Article

The Impact Of Consumer Confidence On The Relationships Between Store Attribute Perceptions And

For retailer managers it is crucial to understand the relationship between consumers’ store attribute evaluations and customer satisfaction and how this relationship changes over time depending on Read More »

Date: 06/03/2014
Author: Auke Hunneman, Peter C. Verhoef, Laurens Sloot
Contributor: eb™ Research Team
Article

I Hated The Service I Found On Groupon: Should I Hate Groupon Too? Whether Consumer Likes And

Social Media provides consumers with easy tools to express love or hate for brands, including online deal sites (e.g. Groupon). Tracking, understanding and reacting to such social media sentiment Read More »

Date: 06/03/2014
Author: Ela Ari, Koen Pauwels
Contributor: eb™ Research Team
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