Customer Satisfaction
Customer Perceptions Of Service Recovery Fairness: An Empirical Investigation In The Thai Hotel
A fair recovery positively influences customer satisfaction and repatronage intentions following a service failure. While the link between perceived recovery fairness (justice) and customer Read More »
Author: Stavros Kalafatis, Jaywant Singh, Benedetta Crisafulli, Francesca Dall’Olmo Riley
Contributor: eb™ Research Team
The Influence Of The Net Promoter Score (NPS) On Actual Online Word-of-Mouth
The Net Promoter Score (NPS) is a widely used measurement tool for customer loyalty. While common practice for many companies across multiple industries, academics are not convinced about the NPS Read More »
Multichannel Versus Pure E-securities Brokers: Impact Of Customers’ Assessment Of Website
This study compared customers of multichannel securities brokers with customers of pure e-brokers in their evaluations of online website attributes and the attributes’ impacts on e-trust and Read More »
When Waiting Time Requires Manager Attention: A Field Study In The Restaurant Industry
Past research demonstrated that waiting time satisfaction has a positive effect on service evaluation. However, where many services consist of multiple stages, few studies consider an evaluation of Read More »
Author: Dennis Von Bergh, Paul Ghijsen, Kees Gelderman, Ron Tuninga
Contributor: eb™ Research Team
Impact Of Switching Costs On Loyalty Types, Customer Engagement And Switching – A MetaAnalysis In
Marketing research focused on the influence of switching costs on customer switching. However, switching costs might impact much more variables than switching only. In this article, we synthesize Read More »
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