Customer Satisfaction

Article

Should Retailers Integrate Assortments Across Channels To Drive Customer Loyalty? Insights From

Building on the concept of diagnosticity, this study investigates through which mechanisms and in which conditions channel assortment integration influences customer loyalty. Results of a 3 (channel Read More »

Date: 06/03/2014
Author: Oliver Emrich, Thomas Rudolph, Michael Paul
Contributor: eb™ Research Team
Article

The Value Of The Supermarket: A Cross-Retail Format Study Of Holbrook’s Typology

This study addresses the following two research questions: (1) Are different retail formats typically associated with different customer value types?; (2) what is the strategic role of different Read More »

Date: 06/03/2014
Author: Kim Willems, Sara Leroi-Werelds, Gilbert Swinnen
Contributor: eb™ Research Team
Article

A Comparison Of The Antecedents Of Offline, Online, And Mobile Channel Usage

Little is known about the perception of mobile channel attributes. In this study, a comparison of channel attributes among the online, mobile, and offline channel is conducted. Channel attributes Read More »

Date: 06/03/2014
Author: Sebastian Tillmanns, Marcel Stafflage, Carolyn Hall
Contributor: eb™ Research Team
Article

Agreeableness And Customer Satisfaction: Effects Of Customer Personality On The Relationship

Highly satisfied, delighted customers of banking services have higher loyalty, less intention to change the bank and a higher intention to recommend it. It is well established that not all of the Read More »

Date: 06/03/2014
Author: Sonja Bidmon
Contributor: eb™ Research Team
Article

A Contingency Approach For A Profitable Complaint Management

This study aims to understand whether organizational responses to customer complaints improve customer profitability. To do so, the authors propose a contingency framework in which the effectiveness Read More »

Date: 06/03/2014
Author: Iguácel Melero Polo, Jesús Cambra, F. Javier Sesé
Contributor: eb™ Research Team
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